Group Room Reservations Coordinator

The Boca Raton•Boca Raton, FL

7d•Onsite

About The Position

The ideal candidate will oversee the efficient operation of the in house leisure & group reservations efforts in selling and managing of guest rooms, to accommodate guests and members, while maximizing revenues.

Requirements

Ability to handle multiple customer and operational demands with a high degree of professionalism, operating often with time sensitive deadlines.
Ability to use time management skills to complete tasks timely, meeting required deadlines.
Interpersonal skills to provide overall guest satisfaction for internal/external guests.
Ability to work under pressure and deal with stressful situations during busy periods.
Skilled with the use of multi-line telephones and with voice mail.
Proficient in the use and operation of computer systems: Word, Excel, and other systems (Outlook, and other relevant programs).
Able to master PMS Opera, Passkey, SynXis, and other operational channels.
Excellent communication skills to include the ability to read, write, and speak the English language to fully comprehend guest requests, memos, proposals, general correspondence and similar written materials.
Ability to access, read and accurately input information using a moderately complex computer system.
Ability to effectively deal with both, internal and external customers, some requiring high levels of patience, tact and diplomacy. This involves listening to the nature of the concern, demonstrating empathy with the customer, and providing positive and proactive solutions.

Nice To Haves

College degree preferred.

Responsibilities

Daily audit of reservations through multiple reporting capabilities. Look for special requests, coding issues, billing requirements, and modifications. Processing of daily deposits, no shows and cancellations.
Manage corporate, association, SMERF, and leisure groups, to include management of inventory blocks, monitoring group pick up, input & management of rooming lists (when required), ongoing communication with planner, reports (as required and needed), communication with attendees (as needed), optimizing house set up, attendance at Pre Con, and preparation of post convention statistics.
Review & audit third party reservations, ensuring accuracy in rates, categories and billing set up.
Answer calls, return e-mails & voicemails, and provide overall assistance to guests who are seeking to book reservations, by providing superior property knowledge. Includes providing support Experience Center, who are seeking additional information on behalf of guests. Also includes assisting other departments, such as Sales, Member Services, and Guest Services, with reservation related questions.
Assist Travel Partners, and potential long-term stay prospects, by providing superior knowledge, appropriate rate options, and room tours (when necessary).
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
Perform other duties as required by Director of Revenue Management, Asst Director of Revenue Management, Experience Center Manager or Convention Reservation Manager.
Assist with Experience Center and Guest Services operations, as needed.
Attend scheduled meetings, as required, to support business operations, such as group pick up meetings, weekly operations meeting and sales meeting.
Maintain a good working relationship with other departments, associates and guests.
Assist and prepare reports, as needed.
Complete training courses, as required.
Keep work area clean & organized.