Reservations Group Coordinator (Full Time)

AccorHotel•Kohala Coast, HI

About The Position

The Reservations Group Coordinator is responsible for coordinating group room reservations and ensuring clear communication among Sales, Revenue Management, Front Office, Reservations, and Event teams. The role manages group room blocks, rooming lists, inventory, VIP arrangements, guest profiles, and group communications to support accurate reservations and exceptional guest experiences. The coordinator maintains group and tour room blocks according to contracts and booking details; monitors pickup, cutoff dates, attrition, and inventory; and works with Sales and Revenue Management on block adjustments and demand. The position reviews contracts, sets up group reservation details and billing arrangements in hotel systems, enters rooming lists, and audits reservations for accuracy. It serves as the primary reservations contact for assigned groups and communicates with planners, travel partners, guests, and internal teams. The role also supports revenue optimization, maintains guest profiles and loyalty-program records, ensures appropriate recognition for VIPs and returning guests, and takes ownership of guest concerns through resolution. The position is based in a collaborative luxury-resort environment at Fairmont Orchid on Hawai‘i Island.

Requirements

High School Diploma or GED required.
Minimum one year of luxury hospitality, guest services, concierge, reservations, or customer service experience preferred.
Strong organizational and time-management skills.
Exceptional attention to detail and accuracy.
Proficiency in Microsoft Office and hotel reservation systems.
Excellent verbal and written communication skills.
Ability to manage multiple priorities in a fast-paced environment.
Must be legally eligible to work in the United States; the hotel cannot assist with obtaining U.S. work authorization.

Nice To Haves

Previous experience in hotel reservations, front office, sales, or group housing.
Experience in a luxury hotel or resort environment.
Opera hotel system experience.
Associate's or Bachelor's degree in Hospitality Management, Business, or a related field.
Previous experience with luxury resorts or LQA environments.

Responsibilities

Manage and maintain assigned group and tour room blocks in accordance with contracts, booking recaps, and amendments.
Monitor pickup, cutoff dates, attrition, and block utilization to maintain inventory accuracy and support revenue performance.
Coordinate room-block adjustments with Sales and Revenue Management based on demand forecasts, commitments, and group needs.
Track high-demand periods, sell-out dates, and room-category availability; coordinate pre-blocking of specialty accommodations and VIP rooms.
Assist with cutoff-date management and release of unused inventory; proactively communicate inventory concerns to relevant teams.
Review group contracts and ensure reservation setup follows contractual terms and conditions.
Set up and maintain group headers, rate codes, package inclusions, billing instructions, and reservation details in the property management system.
Enter rooming lists and record requests, room categories, rates, and package components accurately.
Create and maintain master accounts and group billing arrangements; regularly audit group reservations for accuracy and procedural compliance.
Serve as the primary reservations contact for assigned groups from contract turnover through departure.
Communicate with meeting planners, travel partners, group contacts, guests, and internal departments about reservations, room blocks, and accommodations.
Partner with Sales Managers to understand client expectations and contract obligations; participate in group meetings, forecasting discussions, and operational reviews as required.
Support revenue-management strategies, identify opportunities to maximize room revenue, monitor reservation trends, and recommend block or availability adjustments.
Help balance group commitments with transient demand to optimize occupancy and profitability.
Maintain guest records, profiles, preferences, stay history, and special requests in hotel systems.
Support the Accor Live Limitless loyalty program through enrollment, member recognition, profile management, and redemption support.
Ensure VIPs, loyalty members, repeat guests, and guests celebrating special occasions receive appropriate recognition and amenities.
Take ownership of guest concerns, handle complaints professionally and discreetly, coordinate recovery efforts, escalate issues when appropriate, and accurately document actions and outcomes.

Benefits

Preferred-provider medical, drug, and vision benefits; employee rates start at $16.98.
Employer-paid group life and accidental insurance coverage of $7,500, with coverage available for family members.
401(k)/retirement savings plan with matching program.
11 paid holiday/personal days per year.
10 days of paid vacation accruing immediately.
50% discounts at hotel restaurants.
30% discount on retail items at the Fairmont Store.
30% discount on services at Spa Without Walls.
Employee discounts at Accor properties and Friends & Family rates at more than 5,000 hotels worldwide.
Complimentary meals in the employee dining facility.
Industry-leading training, career development, recognition, and rewards.