Senior Group Services Coordinator

Marriott•Chula Vista, CA

About The Position

This position is responsible for processing all reservation requests, changes, and cancellations received by phone, fax, or mail. The role involves identifying guest reservation needs, determining appropriate room types, verifying availability and rates, and explaining relevant policies. The coordinator will also accommodate and document special requests, answer questions about property facilities and services, and utilize sales techniques to maximize revenue. Key responsibilities include communicating information about designated VIP reservations, inputting and accessing data in the reservation system, and resolving challenges with rooming requests by collaborating with other departments. The role also oversees the accuracy of room blocks and reservations, inputs group rooming lists, revises room blocks as needed, maintains organized files, and sets up billing accounts according to accounting policies. Additionally, the Senior Group Services Coordinator will conduct weekly bill reviews with Group Housing Coordinators and lead discussions to improve Group Housing accuracy and efficiency. The position also requires adherence to all company policies and procedures, maintaining a professional appearance and demeanor, protecting company assets, and providing excellent guest service according to company standards. This includes welcoming and acknowledging guests, anticipating and addressing service needs, assisting individuals with disabilities, and expressing genuine appreciation. Effective communication, both verbal and written, is essential, as is developing and maintaining positive working relationships with colleagues and supporting team goals. Compliance with quality assurance expectations and standards is also required. The role involves reading and visually verifying information in various formats and performing light physical tasks such as moving, lifting, carrying, pushing, and pulling objects weighing less than or equal to 10 pounds without assistance. Other reasonable job duties as requested by supervisors may also be assigned.

Requirements

High school diploma or G.E.D. equivalent.
At least 1 year of related work experience.
No supervisory experience.

Responsibilities

Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
Identify guest reservation needs, determine appropriate room type, and verify availability of room type and rate.
Explain guarantee, special rate, and cancellation policies to callers.
Accommodate and document special requests.
Answer questions about property facilities/services and room accommodations.
Follow sales techniques to maximize revenue.
Communicate information regarding designated VIP reservations.
Input and access data in reservation system.
Respond to any challenges found for accommodating rooming requests by communicating with appropriate individual or department.
Oversee accuracy of room blocks and reservations.
Input group rooming lists using reservation systems.
Revise room blocks to maintain the required number of available rooms.
Keep organized files of all groups.
Set-up proper billing accounts according to accounting policies.
Conduct weekly bill reviews with Group Housing Coordinators.
Lead discussions with departments to improve Group Housing accuracy and efficiency.
Follow all company policies and procedures.
Ensure uniform and personal appearance are clean and professional.
Maintain confidentiality of proprietary information.
Protect company assets.
Welcome and acknowledge all guests according to company standards.
Anticipate and address guests’ service needs.
Assist individuals with disabilities.
Thank guests with genuine appreciation.
Speak with others using clear and professional language.
Prepare and review written documents accurately and completely.
Answer telephones using appropriate etiquette.
Develop and maintain positive working relationships with others.
Support team to reach common goals.
Listen and respond appropriately to the concerns of other employees.
Comply with quality assurance expectations and standards.
Read and visually verify information in a variety of formats.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Perform other reasonable job duties as requested by Supervisors.