Group Reservations Coordinator

Loews Hotels & Co•Nashville, TN

2d•Onsite

About The Position

A Group Reservations Coordinator is responsible for the proper reservations processing of all contracted group room blocks. The Group Reservations Coordinator represents the properties and the Loews Hotels brand according to our “Four Diamond and More” standards. As the main point of contact for contracted groups rooming requirement/issues the position must “engage and delight” with a warm, professional and efficient manner. The Group Reservations Coordinator ensures that group contracted rooming requirements are met and that requirement/needs outside of the block are met or alternatives provided based on the needs of the hotel in achieving its financial goals. Group Reservations Coordinators have direct contact with key group personnel via phone and email. This position is also responsible for internal communication regarding group block status/issues/etc.

Requirements

Must be customer service oriented and have excellent hospitality skills
Must have excellent written and oral English communication skills and telephone etiquette skills
Must have excellent computer skills, Opera knowledge preferred and basic MS office software
Must be organized and able to prioritize work load
Must be able to type 25 wpm
High School Diploma
2 years hospitality experience

Nice To Haves

Previous Reservations/Front Desk experience preferred
Knowledge of a second language an asset

Responsibilities

Review Group turnovers from Sales Managers and make necessary adjustments
Assign proper rooms as per contract and/or rooming list
Verifies group rates
Put in sell messages for all groups and updates accordingly
Enforces and/or informs cutoff dates in a timely and professional manner
Create group landing pages if necessary
Communicate all special group needs to the CRO and Nor1 on a continuous basis
Communicates with group contacts via phone/email promptly, politely and in accordance with Loews Hotels “Four and More” service goals
All email correspondence must be professional and follow Loews Standards
Provide technical assistance to Group contacts in relation to booking capabilities and delegate communication
When manual inputting is required, forwards all group rooming lists to CRO for data entry into ORS
Utilizes interpersonal skills to communicate with group contacts regarding room block issues/concerns, cut-off dates, special needs/request, etc
Anticipates group needs whenever possible and alerts groups in advance to sold out dates over group block or sold out pre and post dates to eliminate surprises at the time the rooming list is submitted
Recognizes and manages group requests that fall outside of the contracted room block in a professional manner and informs Catering and/or Sales Manager responsible
Processes all work completely and accurately
Sends out cutoff dates and other relevant information
Ensures complete and accurate billing is established on every group reservations
Produces/updates/distributes weekly pick-up report
Completes the Group post convention report and sends to Event Manager to be forwarded to SSC for all rooming list and call-in groups
Participates in pick-up, resume and pre-cons as required
Has an understanding of attrition and how it impacts group yield decisions
Alerts DOM/DOS/EM and Sales Managers as to possibility group will be in attrition
Sends out rooming lists to client
Reviews group resumes
Completes all double check and review processes as appropriate to each group
Processes VIP reservation sheets with special attention to accuracy as well as guest requests/needs
Provides copies of suite reservations to Front Office (may not apply to every property)
Tracks group pick-up performance for future reference
Oversees and maintains group filing system to ensure group information is organized and easy to obtain
Other duties/projects as assigned
Regular attendance in conformance with standards
May be required to work varying schedules to reflect business needs of the hotel
Required to attend all training sessions and meetings