Group Reservations Coordinator (Full-Time)

Omni Hotels & Spas•Frisco, TX

About The Position

The Group Reservations Coordinator ensures group bookings are processed efficiently and accurately through consistent coordination with the Sales and Convention Services departments. The role also assists the Reservations Manager and Director of Revenue Management with the department’s day-to-day activities. Responsibilities include managing group blocks and reservation details, coordinating with group clients and internal teams, handling reservations calls and correspondence, monitoring availability and bookings, and researching billing, deposits, no-shows, cancellations, and commissions.

Requirements

Knowledge of four-diamond/four-star customer service standards.
Proficient computer skills, including Microsoft Office, Excel, and Word.
Excellent and professional communication skills.
Highly detailed, with excellent organizational skills and the ability to work in a fast-paced environment.
Ability to multitask while working on up to 50–60 future groups.

Nice To Haves

Previous experience in luxury hotel customer service or reservations is strongly preferred.
Experience with Delphi, Opera ORS, and Opera PMS is strongly preferred.
Previous experience using Passkey, NomadixCMS, and the iMeeting Planner app is preferred.

Responsibilities

Review group blocks for cutoff date extensions and ensure blocks are created and monitored before, during, and after group dates.
Attend weekly group pickup meetings.
Run daily group arrival lists for future arrival dates and daily no-show reports.
Check for duplicate reservations by contacting callers to verify guest names and special requests.
Check group reservation errors and contact the reservation caller or group contact to obtain and verify information.
Report to the Reservations Manager and the Director of Revenue Management.
Work with the Convention Service Manager and group clients on rooming lists, reservation changes, and group billing according to contracts and email history.
Complete the Group Commission Report after a group’s departure.
Monitor room-type availability daily.
Monitor non-guaranteed reservations daily, contact callers when needed, and cancel reservations when required.
Create and maintain group and transient room blocks.
Ensure reservations have correct billing and all other necessary information.
Complete competition rate analysis as needed.
Take in-house reservation calls from customers and OmniRez agents requesting on-property assistance, as well as other calls pertaining to room reservations.
Monitor Internet and FIT bookings, availability, and billing, and complete commission payment requests accordingly.
Assist with VIP and internal reservations, communicating issues to the Reservations Manager or OmniRez HelpDesk Supervisor.
Assist with fax and email reservations.
Research outstanding travel agent commissions for groups.
Research and charge for no-shows, cancellations, and deposits.