Group Reservations Coordinator

Grove Park Inn • Asheville, NC

314d

About The Position

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.

Requirements

• 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.

Responsibilities

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level