Group Rooms Coordinator

LAKE JUNALUSKA ASSEMBLY INC•Lake Junaluska, NC

5d•Onsite

About The Position

The Group Rooms Coordinator is responsible for ensuring all group bookings are handled and processed efficiently and correctly, through consistent interactions with the Sales & Coordinator Departments. This role supports the booking process for all overnight accommodations, special events, and day activities. The coordinator will assist the Revenue/Reservations Manager with daily departmental activities, ensure group blocks are created and monitored correctly, and perform routine reviews of lodging blocks. They will also be responsible for overseeing event registration, monitoring internet bookings, and assisting with VIP and internal reservations. A key aspect of this role is to share knowledge about groups with relevant departments to ensure positive guest experiences and to support the training of reservationists and front desk staff. The Group Rooms Coordinator will communicate closely with the Sales Department and group organizers to ensure a positive group experience and will coordinate the sale of event and special meal tickets. Continuous improvement of processes and the reservations system is encouraged.

Requirements

Associate’s degree or equivalent; or one year related experience and/or training; or equivalent combination of education and experience
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
Excellent written and oral communications skills with people from a wide variety of education and socioeconomic backgrounds
Advanced computer skills to include, Microsoft Office, G-Suite, electronic mail, routine database, word processing, spreadsheet, graphics.
Must be very detail oriented with the ability to prioritize tasks, organize daily activity and perform multiple tasks at the same time.
Strong organizational and analytical skills are essential.
MUST be very detailed oriented with the ability to prioritize tasks and organize daily activity to maximize productivity of both self and team
Ability to allocate time efficiently with minimal supervision
Ability to resolve customer service related issues and troubleshoot a variety of customer, clients and/or employee questions.
Must have solid customer service experience
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals; must be able to calculate rates, ratio and percentages and to create and interpret sales graphs
Ability to minimize conflict within the workplace.
Customer service and conflict management experience or training is a must.
Ability to travel offsite and use remote desktop access if and as needed
Understanding of Christian beliefs and values.
Ability to support the Mission and Vision of Lake Junaluska is essential.
Valid NC Driver’s License
Access to reliable vehicle
Be punctual to work and other related functions
Perform well in a team environment
Complete work in a timely, accurate, and thorough manner
Ability to prioritize daily tasks and events
Perform routine duties with minimal supervision
Provide leadership to others through example and sharing of knowledge/skill
Adhere to departmental standard operating procedures (SOPs)
Strives for excellence in all tasks and duties and foster an attitude of “exceeding guest expectations”
Able to work independently but operate within LJA policy guidelines using independent judgment

Nice To Haves

Hospitality and/or Reservations Department/Event Coordination experience are preferred.
hotel property management system experience such as SMS /Opera or sales systems such as Delphi, Hotel Sales Pro or Maestro, etc. are preferred.
Knowledge of Property Management System and Sales and Events Management platform(s) preferred
Knowledge of The United Methodist Church is ideal.

Responsibilities

Ensure that all Group bookings are handled and processed efficiently and correctly.
Responsible for supporting the booking process for all overnight accommodations, special events and day activities.
Ensure the group blocks are created and monitored correctly prior, during and post group dates.
Routine review of lodging blocks, and upkeep digital tracking of group blocks and their associated pick-up.
Coordinate with involved parties to ensure timely processing and pick-up of group blocks.
Oversee event registration for: Lake Junaluksa-organized events, group packages, events contracted for registration services.
As needed, review booked reservations to ensure accuracy and operational success.
Monitor/create reporting associated with groups to depict accurate pick-up, billing, forecasting, etc.
Check for group reservation errors and contact the caller of the reservation or group contact accordingly to obtain and verify information.
Work with Event Coordinator and Group Coordinators in regards to group rooming lists, reservation changes and group billing according to contract and email history.
Monitor room type availability daily.
Monitor non-guaranteed reservations daily and contact the caller of reservation if needed to obtain a credit card.
Responsible for canceling reservations when required and adding appropriate cancellation fee.
Create and maintain group room blocks and advise Revenue Manager of supply availability for leisure guest rooms.
Help avoid and resolve billing challenges in group reservations.
Support inbound calls from in-house, future and past guests.
Monitor internet bookings, availability and billing.
Assist in completing VIP and internal reservations; communicating any issues to Reservations/Revenue Manager.
Assist in completing all email reservations and changes for groups.
Share knowledge about groups with relevant departments to ensure positive guest experiences are had.
Support the training of reservationists and front desk to ensure team members are well equipped to support the group guest experience at Lake Junaluska.
Communicates closely with the Sales Department, and group organizers to ensure groups at Lake Junaluska have a positive experience.
Responsible for coordinating the sale of event tickets and special meal tickets at all Lake Junaluska front desk locations and via the Lake Junaluska website.
Continuously strives to enhance processes and make suggestions to improve the operational efficiency of Lake Junaluska’s reservations system, and guest experience at Lake Junaluska.
Be able to make decisions in an autonomous manner that meet the needs of Lake Junaluska Conference and Retreat Center.
Possess excellent hospitality skills and a strong desire to foster an attitude of Christian hospitality to “exceed guest expectations”.
Comply with all safety policies, practices and procedures and report any unsafe activities or conditions immediately to supervisor or the Human Resources department.
Perform other duties and responsibilities as assigned and required.