Group Rooms Coordinator

Chicago Hotel • Chicago, IL

254d • $27

About The Position

The Group Rooms Controller (GRC) will be responsible for supporting our VIP clients/ group programs. They will assist Revenue Management, Sales and Convention Services with group communication and OPERA-related data entry and maintenance. This will include daily, weekly, monthly, and ad hoc tasks. Some of these duties will overlap with transient reservations. Salary for this position $27.95/hour. Upon meeting eligibility requirements Full Time Associates at Omni Chicago Hotel are entitled to elect the following benefits: Medical, Dental, Vision and other healthcare benefits, Paid Maternity Leave, Pre-Tax Commuter Program, 401k, Select Paid Holidays and Paid Leave Accrual. Additional associate benefits offered include discounts at the restaurant, use of hotel fitness center, discounted parking options, discounted rates at other Omni properties, corporate discounts, continued education opportunities and more.

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 pace environment.
• Ability to stay on task while working on multiple future groups.

Responsibilities

• Manage the following tasks for our VIP Programs; entry of rooming lists, manage changes both in reservation system and Delphi FDC, monitor and report pickup and attrition, handle routing, review accuracy of billing, deposits, and other client facing duties.
• Manage VIP group meetings, covers and room block changes in FDC.
• Process No Show and Cancellation charges for Group and Transient.
• Check ‘zero rates' for discrepancies.
• Review and Complete reservation requests made by Local FIT accounts/CVB/BT.
• Block BT rooms and vip, send amenities.
• Attend to inbox emails and complete tasks or requests.
• If assigned, group in house, email no shows and manage reinstating.
• If assigned, group in house, assist in managing blocking reservations and queue in OPERA.
• Handle any crew related reservations and monitor monthly billing.
• Email and distribute internal reporting as requested by property (i.e., Group no shows/pick up/cancellation reports, etc.).
• Email group pickup and rooming list reports for requested groups to Convention Services Managers.
• Enter in upcoming site visit or sale's VIP requested reservations.
• Maintain OPERA parity with FDC by entering recent definite groups.
• Input ‘package blocking' for call-in/GWP groups on HUB2.
• Create group landing pages as needed.
• Handle Gift Certificate Management.
• Make changes for groups made by contact or sales manager.
• Format and upload group rooming lists.
• If required, set up and split ‘share-with' reservations.
• Review groups cutting off in the next several days, send out reminders.
• Calculate group rebate, commissions, and advance commissions.
• Save departing group's progressive history and any notes helpful for repeat groups (‘Post-Con' report).
• Audit suites for oversells. Inform Sales, Catering, or CS for correction.
• Audit Expedia and Booking.com extranets to ensure reservations, cancellations and no shows are accurate between ORS and the 3rd party.
• Complete details on group resumes.
• Routing/billing.
• VIP's local and brand wide.
• Payment windows are set up for finance.
• Comp applications to reservations based on pick up.
• Wi-Fi set up based on contract.
• Comments for the front office.
• Alerts for concessions or contract rules (i.e. early departure fee).
• Set up staff or special rates.
• Ensure upgrades are completed.
• Set up amenities based on contract.
• Make changes in OPERA from Groups Approaching Cutoff meeting.
• Check and adjust any overbookings due to group in OPERA.
• Attend pre-cons for groups in house.
• Attend bill review for groups in house.
• Log and track Group Medallia score to identify trends/opportunities for the department.
• Other Duties as assigned.

Benefits

• Medical, Dental, Vision and other healthcare benefits.
• Paid Maternity Leave.
• Pre-Tax Commuter Program.
• 401k.
• Select Paid Holidays.
• Paid Leave Accrual.
• Discounts at the restaurant.
• Use of hotel fitness center.
• Discounted parking options.
• Discounted rates at other Omni properties.
• Corporate discounts.
• Continued education opportunities.

What This Job Offers

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