Reserv Group Coordinator

• Location 100 Peabody Place STE,1400,Memphis, TN, 38103,United States
• Job Category Peabody
• Employee Type DO NOT USE

POSITION CODE
: PMRO
27

JOB OVERVIEW:

Provide prompt, courteous and efficient handling of all guest requests for group reservations, changes, cancellations and information. Review grouped files to ensure all reservations, special billing and special requests have been accurately processed. Communicates daily with Revenue Manager and Sales and Catering Managers. Assist Reservationists in answering Reservations calls during group coordinator shift and as scheduled for reservations agent shifts.

REPORTS TO: Reservations Manager / Director of Revenue Management

SUPERVISES: N/A

WORK ENVIRONMENT:

Position involves working in all areas of the hotel, to include public, administrative and back-of-house areas.

Job involves working:

• under variable temperature conditions.
• around fumes and/or odor hazards.
• around dust and/or mite hazards.
• around chemicals.

KEY RELATIONSHIPS:

Internal:
Staff in Res Com, Front Desk, Central Reservations Office, Sales, Housekeeping, Engineering, Catering, Revenue Manager.

External:
Hotel guests/visitors, Group contacts, travel and tour company representatives, other hotels.

• 1.High school graduate or vocational training certificate.
• 2.Compute basic arithmetic, including the use of percentages.
• 3.Fluency in English, both verbal and written.
• 4.Provide legible communication and directions.
• 5.Ability to:
  • type 30 words per minute.
  • properly maintain and operate office equipment (for example, copy machine, fax machine, automated reservation equipment).
  • maintain filing systems and understand diagrams.
  • communicate clearly and effectively with guests regarding room reservations.
  • perform job functions with attention to detail, speed and accuracy.
  • prioritize and organize.
  • be a clear thinker, remaining calm and resolving problems using good judgment.
  • follow directions thoroughly.
  • understand guests’ service needs.
  • work cohesively with co-workers as part of a team.
  • work with minimal supervision.
  • maintain confidentiality of guest information and pertinent hotel data.
  • satisfactorily communicate with guests, management and co-workers in a courteous, empathetic and discreet manner.
  • maintain regular and punctual attendance.
  • adhere to Peabody grooming standards.
• 1.Some college or training in the Hospitality Industry.
• 2.Previous experience as a Reservations Agent.
• 3.Ability to suggestively sell.
• 4.Ability to input and access information in the property management system/computers.
• 5.Previous guest relations training.

PHYSICAL ABILITIES
:

• 1.Exert physical effort in transporting 25 pounds throughout the hotel.
• 2.Ability to perform tasks requiring sustained repetitive motion and/or fine motor skills.
• 3.Ability to remain stationary for prolonged periods of time, ability to move freely within the hotel environment.

• 1.Maintain complete knowledge of and comply with all departmental, divisional and hotel policies, service procedures and standards.
• 2.Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• 3.Anticipate guests’ needs. Respond promptly and acknowledge all guests, however busy and whatever time of day.
• 4.Maintain positive guest relations at all times.
• 5.Monitor and maintain cleanliness, sanitation and organization in assigned work areas.
• 6.Maintain complete knowledge of:
  • all hotel facilities/hours of operation
  • room availability for any given day.
  • restricted dates, rates and room types.
  • all room rates, packages and promotions.
  • specific arrangements between hotel and travel agencies and Central Reservations Office.
  • entertainment/special events scheduled in the hotel.
• 7.Access all functions of the computer system.
• 8.Set up workstation with necessary supplies and resource materials.
• 9.Answer telephone calls within 3 rings, using correct salutations and telephone etiquette.
• 10.Process all group reservation requests, changes and cancellations received by phone, fax, mail, internally and through corporate reservations center or travel agency.
• 11.Ascertain callers’ needs through open-ended questions.
• 12.Describe room accommodations and all amenities.
• 13.Obtain all…