Primary Responsibility

• Provide prompt, courteous and efficient handling of all requests for group guest reservations. This includes working with Group Sales with updates, changes and cancellations on group blocks.

Essential Job Functions

• Build group blocks in property management system including blocks of rooms, group rates & set up billing.
• Setup and maintain group reservations, rates and billing defaults in property management system.
• Monitor and report on room pickup and coordinate with Group Sales to reduce group room blocks as necessary.
• Pre-block group rooms where special requests are made.
• Monitor group cut-off dates, rooming list due dates, and room attrition.
• Communicate information regarding VIP reservations
• Respond and communicate any challenges finding accommodations for a group block
• Oversee accuracy of room blocks and reservations
• Attend weekly sales meeting to ensure sales group knowledge of block expirations and group pickups.
• Review no-show reservations and process charges. Track group no- show reservations and distribute to Sales Department.
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain positive guest relations at all times.
• Maintain complete knowledge of:
  • All resort facilities/services, hours of operation.
  • All guest room layouts, bed types, decor, appointments and locations.
  • Group room availability for any given day.
  • Restricted dates, rates and room types.
  • All group room rates & billing.
• Answer telephone calls within 3 rings, using correct salutations and professional telephone etiquette.
• Process all reservation requests, changes and cancellations received by phone, fax, email & rooming list.
• Ascertain callers' needs through open-ended questions.
• Verify all reservation information with caller to ensure accuracy.
• Assist reservations agents with answering 800# when needed.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• All other duties as assigned.