Group Housing Coordinator

Sonesta Nashville Airport, TN•Nashville, TN

7d•Onsite

About The Position

Coordinate all hotel reservations, both transient and group. Build/enter and then maintain all group blocks, individual reservations, and rooming lists in all systems. The Reservation Coordinator is an integral member of the Revenue, Sales and Catering team who works most closely with the Reservations Supervisor and Area Director of Revenue Management, Business Travel Directors and Catering Event Managers. Ideal candidate must own the position, handle consistent work load, multi-task while prioritizing duties and show strong initiative. This is not an entry-level position.

Requirements

High school education or equivalent
Hotel experience required
Ability to type 45 words per minute on a computer keyboard
Track record of delivering exceptional guest or client experience
Communication skills are utilized a significant amount of time for training and safety purposes, and when interacting with guests and associates.
Strong communication skills
Appropriate professional appearance and demeanor

Nice To Haves

Reservations experience preferred

Responsibilities

Maintain high level of attention to detail and accuracy of data input.
Utilize systems related to your job functions including but not limited to: OPERA, Synxis, Delphi, Passkey/GroupMAX, third party housing sites.
Coordinate computerized reservation, inventory and revenue management systems. Ensure transient pricing, length of stay controls, inventory levels, group inventories, group cut-off dates, and all other transient and group controls and restrictions are adhered to.
Own and manage all sellouts until the day of arrival. Upon day of arrival, turn over responsibility to the Front Office or as instructed by the Area Director of Revenue Management.
Enter reservations via email and phone from Business Travel Manager pertaining to special corporate accounts.
Enter group contracts into all necessary reservation systems and communicate group information to the front office.
Follow through and detail every group master or transient reservation. Build group blocks to deploy the standard business strategy for each group type (call-in, rooming list, wedding, etc.). Manage inventory, keeping it in sync between Opera and Synxis. Setup and manage reservation links and test prior to sending to Service Managers and/or Meeting Planners. Manage rooming lists. Determine strategies to deploy upsell/incremental revenue drivers. Manage primary inventory to ensure room availability above the blocks is available to generate upsell revenue. Make, modify and cancel reservations as requested.
Answer all calls and questions regarding hotel facilities and rates in a professional manner at all times. Promptly provide accurate information regarding availability, accommodation types, transportation to/from the hotel, rate, etc. Promote Sonesta and brand-specific marketing programs. Know the principle competition and leverage hotel’s relative strengths.
Correspond professionally in writing with internal/external guests via email.
Enter special requests and alert front office to ensure follow-through and guest satisfaction.
Coordinates gift certificate redemptions on request.
Return telephone messages and email request same day.
Handle complaints in a tactful manner and negotiate resolutions such as alternative accommodations when hotel is sold out.
Organize reservation activities and filing systems.
Provide departments with rate and inventory information upon request.
Attend meetings as deemed necessary by Reservation Supervisor and/or Area Director of Revenue Management.
Follow through on all changes submitted by the Sales and Catering department.
Handle complaints in a tactful manner and negotiate resolutions such as alternative accommodations when hotel is sold out.
You will be passionate and truly engaged in taking care of our guests, recognizing individual guests and anticipating their unique needs in order to exceed their expectations
You will consistently deliver our GUEST model: Greet or welcome everyone, warmly with a smile; Use eye and ear contact and guest’s name; Establish/anticipate needs; Solve and own all requests/complaints; Thank everyone
Build solid relationship with your Colleagues
Treat colleagues with respect and dignity
Other duties and responsibilities may be assigned. The employee is expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description.