Grove Park Inn-posted 8 months ago
Full-time • Entry Level
Asheville, NC

The Group Reservations Coordinator at Omni Grove Park Inn & Spa is responsible for ensuring that all group bookings are handled and processed efficiently and correctly. This role involves consistent interactions with the Sales & Convention Services Departments and assisting the Reservations Manager and Director of Revenue Management in managing the department's day-to-day activities. The position is set in a dynamic and exciting work environment, where associates are encouraged to embody a culture of respect, gratitude, and empowerment.

  • Review group blocks for cut-off date extensions and ensure they are created and monitored correctly before, during, and after the group's dates.
  • Attend weekly group pick-up meetings.
  • Run group arrivals lists daily for future arrival dates and no-show reports.
  • Check for duplicate reservations by contacting guests to ensure accuracy of names and special requests.
  • Check for group reservation errors and contact the caller or group contact to verify information.
  • Report to the Reservations Manager and the Director of Revenue Management.
  • Work with the Convention Service Manager and Group Clients on group rooming lists, reservation changes, and group billing according to contract and email history.
  • Complete Group Commission Report after the group's departure.
  • Monitor room type availability daily.
  • Monitor non-guaranteed reservations daily and contact callers if needed, canceling reservations when required.
  • Create and maintain group and transient room blocks, ensuring all reservations have correct billing and necessary information.
  • Complete competition rate analysis as needed.
  • Take in-house reservation calls from customers and OmniRez agents requesting assistance or information regarding room reservations.
  • Monitor Internet and FIT bookings, availability, and billing, completing commission payment requests accordingly.
  • Assist in completing all VIP and internal reservations, communicating any issues to the Reservation Manager or OmniRez HelpDesk Supervisor.
  • Assist in completing all fax and email reservations.
  • Research outstanding Travel Agent Commissions for groups.
  • Research and charge for all no-shows, cancellations, and deposits.
  • Knowledge of four-diamond / four-star customer service standards.
  • Previous experience in a Luxury Hotel Customer Service / Reservations (strongly preferred).
  • Experience with Delphi, Opera ORS, and Opera PMS (strongly preferred).
  • Proficient computer skills on Microsoft Office, Excel, and Word.
  • Excellent and professional communication skills.
  • Highly detailed and able to maintain excellent organizational skills while working in a fast-paced environment.
  • Ability to multi-task while working on up to 50-60 future groups.
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