Group Rooms Coordinator

Corporate Office•Frisco, TX

3d•Onsite

About The Position

Meticulously manage and oversee the Group Reservation process. Assist the Director of Rooms and Director of Front Office in daily duties including answering phones, filing and computer work.

Requirements

Rooms Controller: Minimum 6 months front office or reservations experience required.
Experience in hotel operations in other areas (rooms, accounting, sales/marketing) of greater duration will be considered.
Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone
Ability to accurately and efficiently input information into computer systems
Ability to work cohesively with co-workers both within and outside of your department
Must be able to analyze situations and make concise decisions that meet and exceed the expectations of the hotel.
Strong attention to detail is required to minimize reservation errors.
Ability to prioritize, organize and follow up on all assigned items, including guest requests and questions.
Developed computer proficiencies, OPERA experience a plus.
Strong organizational skills with the ability to multi-task in a fast paced environment.
Ability to handle stressful situations, while maintaining a calm and welcoming demeanor.
Excellent customer service and problem solving skills.
Must be able to work a variety of shifts, including weekends and holidays
Must be able to sit for extended periods of time.
Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift.
Concierge: Previous luxury hotel experience is required.
Must be able to work a flexible schedule and willingness to work nights, weekends, and holidays.
Ability to stand for the entire scheduled shift.
Customer service oriented, ability to multi-task, detail orientation, and excellent organizational skills needed.
Knowledge of the surrounding area and all of its attractions.
Knowledge of Property Management Systems and related computer programs
Strong knowledge of Microsoft Office Software.

Nice To Haves

Developed computer proficiencies, OPERA experience a plus.

Responsibilities

Rooms Controller: Maintain positive guest relations at all times.
Able to perform job functions with attention to detail, speed and accuracy.
Able to prioritize and organize work.
Make / Change / Cancel reservations.
Liaise with Sales Team and Convention Services in coordinating group bookings
Handle mail / correspondence.
Process confirmations as needed.
Enter/maintain Group blocks in the PMS system.
Input group blocks in Epitome within 24 hours of receipt following the LSOP on building group blocks.
Maintenance of group blocks to release room types not required as rooms pickup.
Upkeep and maintenance of complete detailed group files for every documentation regarding the group from the contract to the group resume.
Verification of the VIP, ETA, billing, arrival and departure dates, room types based upon group resumes prior to the weekly revenue meeting.
Ensure that group blocks, group lists, group billing and cutoff dates are maintained.
Process Rooming Lists accurately and in a timely manner.
Check rooming list for accuracy.
Pre-block all group needs for suites or connecting rooms.
Ensure all group billing, routing, master accounts, A/R accounts are set in compliance with Omni SOP’s.
Follow all Omni Credit Policies.
Control suite inventory and specialty rooms according to suite request policy.
Monitor group pickup and advise DORM if group should be re-forecasted.
Report to the DORM any changes in group pickup that would affect selling strategies.
Adhere to the selling strategies set by the DORM.
Check Daily arrivals to ensure accurate reservations.
Attend Pre-Convention Meetings, Resume Meetings, Group Pick up Meetings and Reservations Departmental meetings.
Concierge: To arrange bookings, reconfirmation of airline tickets etc.
Be fully acquainted with the different points of interests.
Assist in arranging for restaurant reservations and limousines as required by our guests.
Ensure the delivery of parcels, mail, special deliveries, etc. to the guest rooms.
Ensure that the public area (lobby) is maintained, clean and tidy by partnering with Housekeeping department.
Accept other special duties as required by management.
Set up all amenities for guests celebrating special occasions.
Set up special packages that include pre-calls from the concierge and specialized amenities.
Interact with other departments to ensure that guest’s needs are satisfied.
Speak with guests in a friendly, warm manner making them feel welcome to the hotel.
Proactively work to seek out ways in which to improve the hotel experience for our guests.
Handling of special requests i.e. flowers, telegrams, rental cars, forwarding luggage, private cars etc.