Sales and Groups Coordinator

This position reports to the director of sales and distribution. He/she performs daily quality checks, ensures that all tasks are performed to The Ritz-Carlton standards. He/she is involved in scheduling and small projects to enhance sales and marketing services. Manage mini hotel inventory and ensure rate and market code accuracy in MARSHA and OPERA / Power of M. Submit reports outlining group performance for past, present, and future groups, focusing on groups past and approaching their cut‑off dates.

Process billing, room blocking, and other reservation tasks for groups. Ensure optimum service to bookers, guests, meeting planners, and other departments.

The primary responsibilities of the role include:

• Provide administrative support for the sales executives, sales managers, director of business travel, director of (segment) sales, and director of sales and distribution.
• Filing system must be accessible and accurate at all times.
• Maintain a tracing system for follow-up work by the sales personnel you are assigned to.
• Manage department’s policies and procedures, training and development manuals, and relevant sales and marketing reports.
• Minute meetings, transcribe and distribute to all relevant parties.
• Retrieve and deliver departmental mail.
• Highest level of phone responsiveness within the department. Phone coverage must be available from 09:00 to 17:00 hours.
• Assist in the preparation of 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 that all reservations are handled according to Ritz-Carlton brand standards.
• Handle reservation requests received in an accurate, complete, and timely manner.
• Have full knowledge of FIT reservations and be able to handle ERS and wholesale reservations; assist in these areas when needed.
• Ensure that guest and block profiles are linked to the reservation.
• Ensure 100% accuracy of market segmentation in groups.
• Ensure that 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.

• Ensure that all pertinent information is provided to bookers, guests, and sales managers and all special requests are communicated 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 – 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 rest of the team.
• Promptly, accurately, and consistently report all guest incidents and how they were solved.
• 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 in relation to events with rooms in the hotel.

• Ensure ongoing training and development of group reservation agents (wherever applicable).

• Perform all tasks as detailed in daily task list.
• Process visa applications for groups.
• Produce weekly group tracker in the absence of the group reservations supervisor.
• Maintain the cleanliness and tidiness of the work area at all times.
• Participate in related project teams.
• Ensure group files are accurate and up to date.
• Ensure…