Group Room Reservations Coordinator

The Boca Raton•Boca Raton, FL

About The Position

The Group Room Reservations Coordinator oversees the efficient operation of in-house leisure and group reservations, selling and managing guest rooms to accommodate guests and members while maximizing revenue. The role manages group bookings and reservation details, responds to guest and partner inquiries, supports other departments, and assists with Experience Center and Guest Services operations as needed. The position reports to Revenue Management and Sales and has regular contact with the Experience Center, Guest Services, Convention Services, and Accounting. Because of the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect hotel business needs. The coordinator may also perform other duties as required by the Director of Revenue Management, Assistant Director of Revenue Management, Experience Center Manager, or Convention Reservation Manager.

Requirements

High school graduate or equivalent required.
Ability to handle multiple customer and operational demands professionally, often under time-sensitive deadlines.
Time-management skills to complete tasks on time and meet deadlines.
Interpersonal skills to support guest satisfaction for internal and external guests.
Ability to work under pressure and handle stressful situations during busy periods.
Skilled in using multi-line telephones and voicemail.
Proficiency with computer systems, including Word, Excel, Outlook, and other relevant programs.
Ability to master PMS Opera, Passkey, SynXis, and other operational channels.
Excellent English communication skills, including reading, writing, and speaking, to understand guest requests and written materials.
Ability to access, read, and accurately input information using a moderately complex computer system.
Ability to work effectively with internal and external customers, including situations requiring patience, tact, diplomacy, empathy, and proactive solutions.
Ability to lift up to 50 pounds, with frequent lifting and carrying of objects weighing up to 25 pounds.
Ability to walk or stand to a significant degree, and to reach, handle, feel, talk, hear, and see.

Nice To Haves

College degree preferred.

Responsibilities

Audit reservations daily using multiple reporting capabilities, checking special requests, coding issues, billing requirements, and modifications.
Process daily deposits, no-shows, and cancellations.
Manage corporate, association, SMERF, and leisure groups, including inventory blocks, group pickup monitoring, rooming lists, planner and attendee communications, reports, house setup, pre-convention attendance, and post-convention statistics.
Review and audit third-party reservations for accuracy in rates, room categories, and billing setup.
Answer calls and respond to emails and voicemails, assisting guests seeking reservations and providing property information.
Support the Experience Center and assist Sales, Member Services, and Guest Services with reservation-related questions.
Assist travel partners and potential long-term-stay prospects by providing property knowledge, appropriate rate options, and room tours when necessary.
Assist with Experience Center and Guest Services operations as needed.
Attend scheduled meetings as required, including group pickup, weekly operations, and sales meetings.
Maintain good working relationships with other departments, associates, and guests.
Assist with and prepare reports as needed.
Complete required training courses.
Keep the work area clean and organized.
Perform other duties as required by the designated revenue management, Experience Center, or convention reservations leaders.