Sales & Groups Coordinator

Position Summary

This position reports to the Director of Sales and Distribution. It involves daily quality checks, ensuring all tasks meet Ritz‑Carlton standards. The role schedules small projects to enhance Sales & Marketing services, manages mini hotel inventory, ensures rate and market code accuracy in MARSHA and Opera/Power of M, submits reports outlining group performance for past, present, and future groups, processes billing, room blocking, and other reservation tasks for groups, and ensures optimum service to bookers, guests, meeting planners, and other departments.

• Provide administrative support for the Sales Executives, Sales Managers, Director of Business Travel, Director of (Segment) Sales, and Director of Sales and Distribution.
• Maintain an accurate and accessible filing system.
• Implement a tracing system for follow‑up work by assigned sales personnel.
• Adhere to department policies, procedures, training manuals, and relevant sales and marketing reports.
• Minute daily meetings, transcribe, and distribute to all relevant parties.
• Retrieve and deliver departmental mail.
• Ensure phone responsiveness within the department from 09:00 to 17:00 hours.
• Assist in preparing the hotel’s month‑end report and annual budget.
• Participate in daily Sales Line‑up, weekly Sales Meeting, and other business‑related meetings and functions.
• Ensure availability and storage of sales‑related collateral.

• Ensure all reservations are handled according to Ritz‑Carlton Brand Standards.
• Handle reservation requests accurately, completely, and timely.
• Possess full knowledge of FIT reservations and ability to handle ERS and Wholesale reservations and assist in these areas when needed.
• Link guest and block profiles to the reservation.
• Ensure 100% accuracy of Market Segmentation in groups.
• Ensure all amendments and changes are updated in the system.
• Note and follow up on guest preferences and special requests.
• Monitor group activity with Reservation Manager, Revenue Manager, Director of Sales and Director of CCS.

• Provide all pertinent information to bookers, guests, and sales managers and communicate all special requests to the CCS manager and Front Office.
• Ensure all group requirements are entered completely and accurately.
• Maintain confidentiality of all guest information.
• Maintain complete knowledge of upcoming and in‑house groups and communicate any necessary information.
• Communicate status of groups approaching cut‑offs and full blocks to Revenue Manager and meeting planners.
• Attend daily line‑ups and communicate all challenges and successes with the team.
• Promptly, accurately, and consistently report all guest incidents and resolutions.
• Attend designated meetings prepared with information related to group reservations.
• Prepare and host weekly group communication meetings with Revenue, Sales, and CCS.
• Delegate groups and tasks among the Group Reservations team.
• Attend resume and internal meetings related to events with rooms in the hotel.

• Ensure ongoing training and development of Group Reservation Agents when applicable.

• Perform all tasks detailed in the daily task list.
• Process visa applications for groups.
• Produce weekly group tracker in the absence of the Group Reservations Supervisor.
• Maintain cleanliness and tidiness of the work area at all times.
• Participate in related project teams.
• Maintain accurate group files.
• Ensure accurate billing for groups.

• Have in‑depth knowledge of room types and their features.
• Have in‑depth knowledge of restaurants, resorts, and other services offered in the hotel.
• Stay current on all running promotions and events in the hotel.

• Know Rate Structure and Rate Strategy.
• Know upcoming peak and need periods.
• Comprehend all Ritz‑Carlton and property‑specific programs, packages, and promotions.

• Treat people fairly, with dignity and respect.
• Work to meet goals without disadvantaging other individuals or groups.
• Demonstrate business ethics and personal integrity, being widely trusted and truthful.
• Listen and respond to others.
• Show interest in others’ views, even if they…