Group Sales Coordinator - Customer Care

Hard Rock Hotel & Casino Ottawa

About The Position

In this role, the Group Services Specialist will create and manage room blocks and all hotel related functions for the meeting, event and convention sales segment within a Group Desk team. Equally important is building and maintaining client relations with both the Meeting Planner and the Convention Services Manager on the designated property by creating room blocks customized as per the contract, fulfilling requests, and coordinating details per the desired results.

Requirements

High School Diploma or GED equivalence
1-2 years’ experience in an administrative position preferred
Prior experience as a Groups Coordinator preferred

Responsibilities

Utilize LMS, CRO (Windsurfer), Passkey to build group master and sub-blocks for meeting, event and convention sales reservation requests.
Build and manage groups and audit entries to match turnover document and sales contracts from designated property and the hotel sales departments.
Demonstrate complete understanding of the creation of billing profiles, rate plans, and room types at designated property.
Follow established protocols for syntax and group types per property.
Research and educate all team members who will be working with group reservations on the top FAQ’s of the group i.e. Event type, Client Profile, industry, size, location, headquarters location etc.
Build out planner platform/interface in Passkey for the attendee housing purposes as well as property use to create upsell opportunities
Communicate and assist Meeting Planners with reservation methods whether PASSKEY or WINDSURFER- whether it be digital communications for attendees or with rooming list uploading
Customize website landing pages for group bookings and audit links for meeting planners and attendees.
Enter, modify, update and maintain group blocks in system to ensure inventory, stay dates, cancellation policy, deposit requirements, and booking procedure reflect accurately the contracted terms.
Work as liaison between Customer Care, Hotel Sales Department, Front Desk, Revenue, Convention Services Manager, and Meeting Planners to ensure the integrity of all group-related room inventory and master accounts.
Review assigned groups daily to monitor group pick up and inventory; balance inventory and suite requests in CRO as well as Passkey.
Update Meeting Planner and Convention Services Manager when pick-up approaches contractual limits or there are variances in the pattern that do not conform to the contracted pattern; monitor pick up to minimize attrition penalties; communicate approaching cut-off dates.
Attend to and communicate all special requests or changes in block to Convention Services Manager (staff, billing profiles, increase in contracted rooms, etc.)
Review pickup and balance/level block to assure smooth reservation booking processes while communicating with the sales and services team to ensure maximum yielding opportunities.
Prepare Group Housing Resume (turnover document from Group Desk to Convention Services Manager) to be forwarded to the hotel seven days prior to group arrival.
Prepare, audit, and distribute pick-up reports and delegate lists to Meeting Planner and Convention Services Manager
Upload rooming lists and/or book group reservations per Meeting Planner’s request
Ability to create professional and effective email communications and communicate with Meeting Planner proactively
Ability to accurately read, interpret, and make changes requested by Meeting Planner & Conventions Services Manager with a forensic eye to capture all changes
Balance requests against the turnover document.
Audit and turn over the Group files to the Property Operations team without errors three (3) days prior to group arriving on site.
Work closely with team leader to coordinate efficiency.
Attend Pick-Up, Resume, and Pre-Con meetings as required.
Complete post event room audits for rooms outside of the contracted room block.
Develop and grow as a groups professional by attending and engaging in weekly sales and pick up meetings.
Proactively sense and drive up-sell opportunities where appropriate; always attempting to cross-sell when a specific request cannot be met.
Escalate difficult and complex situations as they arise to the proper department.
Demonstrate complete command and understand of groups assigned under your care.
Hold yourself accountable for measurable, high-quality, and timely results.
Care for Hard Rock brand by holding self-accountable by being a brand ambassador.
Be knowledgeable of groups assigned including the background, synopsis, and where the entity is in their space.
Ability to hold in high regard the client’s needs while showcasing why the Hard Rock was the best choice.
Use discernment and discretion about VIP clients and guests.
Provide guests with a clear picture of Seminole Gaming and Hard Rock products and services; always leading the call without failing to listen to the voice of the Meeting Planner
Comply with all departmental and company policies including Seminole Gaming’s and Hard Rock’s business ethics guidelines and property specific protocols.
Must be organized and can use filing systems
Ability to prioritize in a fast-paced environment