Group Reservations Coordinator

Description

Ranked #5 of the Best Hotels & Resorts in Florida and the only Naples Resort in the Top 20. LaPlaya Beach Resort & Club, located directly on the beautiful Gulf of Mexico, offers excellent career opportunities to caring hospitality professionals who provide the finest services in Naples.

We are looking for an energetic, driven, and detail-oriented group reservations coordinator. The ideal candidate possesses previous hotel experience in reservations and/or front desk. Excellent reading, writing & oral proficiency of the English language. Proven interpersonal skills with a track record of successful client interactions. Excellent organizational skills. Attention to detail. Ability to multitask. Able to negotiate, organize, and work under pressure.

Proficient in Microsoft Office, Outlook and the Internet. Knowledge of SMS, Delphi Software preferred.

Coordinate group room reservations and related functions with in-house departments, affiliates, and outside group contacts. Provide and maintain sincere, courteous, and knowledgeable service to all guests and associates. Be proficient in all areas of reservations and general operations of the hotel. Maintain ownership of group blocks, including pickup numbers, reservation methods, billing, and proper treatment of VIP guests.

Coordinate tasks and work with other departments; serve as a departmental role model or mentor; assign and ensure work tasks are completed on time and that they meet appropriate quality standards. Report work-related accidents, or other injuries immediately upon occurrence to manager/supervisor. Follow all company policies and procedures; ensure uniform and personal appearance is clean and professional; maintain confidentiality of proprietary information;

protect company assets. 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. Read and visually verify information in a variety of formats; stand, sit, or walk for an extended period of time.

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.

• Answer telephone promptly and courteously. Enter guest reservations into the computer system quickly and accurately segmenting reservations into the appropriate category while using the hotel's selling strategy and knowledge of all rates, package plans, and hotel services; to close out, sell and upsell the hotel as appropriate.
• Maintain a working relationship with the Convention Services, Sales, and Front Office departments. Must be knowledgeable in regard to the credit policies, room types/area blocking, cancellation policies, and blocking group suites.
• Ensure the following group functions are completed in an accurate and timely fashion:
  • Create and maintain an organized file folder for each group to contain contracts, amendments, rooming lists, pickup, email communication, billing information, etc. Communicate relevant information with Conventions Sales Managers and Front Desk on any changes or amendments.
  • Build Group room blocks and verify blocks are accurate between HDS and the GRC, by conducting weekly audits between HDS and GRC (Delphi)
  • Manage all group room block inventories, prepare and forward pick-up reports to relevant department head and team members
  • Build and manage Group Masters accurately
  • Responsible for receiving and entering rooming lists into the HDS accurately for each group, prior to their cut-off date.
  • Set up accurate billing for each group; coordinate with Convention Sales Managers and Accounting to ensure correct billing and routing are in place for all Group reservations and communicating information to Accounting. Keep credit card deposits up to date.
  • Ensure all upgrades, staff, and comps are blocked accordingly. Responsible for blocking all group suites and VIP's.
  • Perform post-event audits when designated and complete Group Pickup form with requested details and forward to appropriate department (listed on form)
  • Read the Group Resumes and Daily Function Sheets;
    Ensure that all Group VIP, staff rooms, and suites are blocked consistent to the Group Resume. Communicate and investigate discrepancies.
  • Review Group No-shows with DORM on a daily basis; process No Show charges or reversals as necessary
  • Monitor cut off dates and communicate in the Group Pick-up meeting prior to that date to the Convention Service Managers
  • Assist Convention Service Managers on overflow situations
  • Attend weekly Group pick-up, resume meetings, and pre-convention meetings; prepare and communicate pick-up reports and rooming lists for each…