Job description

The Group Reservations Coordinator handles all aspects of group, business transient, and consortia guest reservations in support of Event Services and Sales Team. Ensures all reservations requirements are handled professionally, accurately and in a timely manner to gain high level of guest confidence and satisfaction; and maximize revenue, market share and profitability. Enters reservations into computer system and runs necessary reports.

Duties & Responsibilities

Primary Responsibilities/Essential Functions:

1. Works with Sales teams to ensure all group and business transient account and consortia reservation requirements are handled properly, efficiently, and professionally. Maintains contact with sales and operational team members to ensure coordination of all group, business transient and consortia account activity and information, including processing of reservations, rooming lists, advance deposits, commissions, and group resumes to necessary departments.

2. Sets up and maintains master file for each group with pertinent information, including approved changes applied to the group and documented conversations with clients and sales and operational team members. Maintains reservations records by entering required reservation and account data into systems to ensure pickup is accurately communicated to sales team. Runs and prepares all necessary reports as required.

3. Proactively manage group block cut-off dates by communicating effectively with group clients. Reviews rooming lists for accuracy of information, format and billing requirements. Identifies, processes and blocks rooms for staff and VIP lists as necessary. Block special request reservations and suites required. Facilitates special requests and amenities using property systems as well as direct communication.

4. Ensures that blocks entered are consistent with pattern contracted for group and that room type blocks flow for duration of the block. Updates as necessary as group room pick-up and/or cut-off date have been reached. Seeks approval for additional rooms beyond the contracted block as needed. Audits all assigned group blocks, room rates, commission, and concessions against system records per contract once group has turned definite. Ensures that blocks and pickup are properly synchronized with the Project Management System, on-line reservations, and the sales management system.

5. Reviews daily arrivals report for the purpose of ensuring accuracy of information within the Property Management System with regards to VIP amenities, special requests/requirements, commissions, etc., for BT, Consortia and Leisure reservations. Scans guest arrivals for potential business travel or group corporate business names or email addresses and alerting Sales to follow up.

6. Ensure accuracy between the Delphi and HMS systems (room blocks, rates, cutoff dates).

7. Build rates and inclusive packages specific to each Group (create routing profiles, deposit policies, cancellation policies, etc.).

8. Provide reservations and pick up reports out of HMS.

9. Cross reference Group resumes with system information and ensures accuracy.

10. Facilitates group and travel agent commissions by reviewing accuracy of IATA information; rate category; providing pick up reports to accounting manager; and, ensuring that accounting has all necessary information to ensure timely payment of commissions.

11. Audit business travel accounts to ensure that rates are loaded and integrating properly. Assist business travel sales manager with any rate loading requirements.

12. Works closely with front desk to ensure accuracy of information on reservations and group block (count and room type). Ensures front desk receives accurate current group information.

13. Produce hotel resume for rooms only groups.

14. Communicates as needed with meeting contact to provide and acquire required information and provide outstanding customer service. Facilitates rooming list entry through method contracted by meeting contact. Ensures all appropriate information is available for individual call-in groups.

15. Greet and welcome VIP guests when appropriate with respective sales team member.

16. Serves as liaison with accounting department to ensure all billing requests are configured and executed as necessary. Prepares all necessary reports and for each hotel’s Group Pick Up meeting and is prepared to discuss pickup and trending of groups during meeting.

17. Effectively deals with internal and external customers, some of whom may require a high level of patience, tact and diplomacy to diffuse anger. Collects accurate information and resolves conflicts. Keeps immediate supervisor promptly and fully informed of any problems, potential safety issues, or unusual situations so prompt corrective action may be taken. Communicates with other departments to fulfill guest needs.

18. Resolves guest complaints within scope of authority; otherwise refers the matter to management. Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft.

19. Notifies management of any problems resulting from guest complaints, intoxication or disruptive behavior.

20. Follows all safety policies and procedures. Reports potential safety issues to manager whenever observed and takes immediate action to resolve in emergency situations. OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety. Team Members will be trained in the proper use and care of assigned PPE if applicable. The hotel provides the required PPE. Team Member has responsibility to report defective, damaged or lost PPE or equipment that does not fit properly to their manager. Maintains strict compliance with hotel’s Hazardous Material (HAZMAT) program and familiarizes self with current MSDS.

21. Reporting to work as scheduled (on time and on regular basis) is an essential function of the job.

Other Responsibilities/Supportive Functions:

1. Reviews rooming lists for accuracy, format, and billing details and ensures prompt processing.

2. Improves job knowledge by attending training sessions as instructed.

3. Notifies management of unsafe conditions, needed maintenance of any equipment and any accidents.

Note: This job description is not intended to be all-inclusive. Team Members may perform other related duties as required to meet the ongoing needs of the organization. Management reserves the right to add, modify, change or rescind work assignments and to make reasonable accommodations as needed.

Qualifications (relevant experience, education and training):

1. Normally requires one to two years of customer service experience at hotel or comparable setting. Sales experience desired.

2. Must have excellent customer service/communication skills to work with callers of various social, cultural, economic and educational backgrounds for the purpose of resolving problems/complaints and providing a high level of guest satisfaction.

3. Requires ability to perform basic math skills such as addition, subtraction, multiplication and division.

4. Requires computer skills required to enter data into systems found at hotel; read, and interpret information. Ability to integrate data between systems.

5. Requires attention to detail. Must be able to solve problems and remain calm and alert if dealing with difficult guest, during busy activity periods or in an emergency situation.

6. Must be able to speak, read, write and understand English to understand instructions, safety rules, and communicate with customers/guests. Proficiency in another language a plus.

7. Able to work independently with minimal guidance and as part of a team.

8. Due to the cyclical nature of the hospitality industry, Team Members may be required to work varying schedules to reflect the business needs of the hotel. Work schedules will include working on holidays, weekends and alternate shifts.

9. Completes all required training as scheduled.

10. Must maintain a clean appearance and professional demeanor.

Special Skills & Abilities/Mental and Physical Demands:

While performing the duties of the job the Team Member regularly sits for sustained periods of time. Occasionally stands or walks from one work area to another. While performing the duties of the job the Team Member frequently uses fingers to enter data into computer or operate office equipment. The Team Member occasionally grasps objects. The Team Member frequently reaches by extending hand(s) and arm(s) in any direction. The Team Member occasionally stoops and crouches. The Team Member regularly talks when communicating with guests/callers. The Team Member regularly needs to hear voices while interacting with guests/callers. Exerts up to 35 pounds of force occasionally when moving luggage. The Team Member is required to have close visual acuity to prepare and analyze data and figures and view a computer terminal. The Team Member is required to have visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned and to make general observations of facilities.

The Team Member is subject to inside environmental conditions. The noise level is moderate. The Team Member is subject to hazards that include proximity to electrical current found in office related equipment. The Team Member is occasionally subject to atmospheric conditions such as perfumes, odors, or dusts.

Hotel Viata is an equal opportunity employer M/F/V/D.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Austin, TX 78746: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Hotel Front Desk: 1 year (Preferred)

Work Location: One location

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