What are the responsibilities and job description for the Group Reservations Manager position at Amway Grand Plaza Hotel?
This position is eligible for full benefits (medical, dental & vision), 401K, DailyPay, paid vacation, tuition reimbursement, free downtown parking, free employee meals, hotel and restaurant discounts and more.
SUMMARY
Reporting to the Director of Group Reservations, this candidate is responsible for the daily management of group room blocks and reservations as defined by the convention and sales teams. This candidate will process all reservation requests, changes, and cancellations received by phone, fax, or mail. They will identify guest reservation needs, determine appropriate room types, and verify availability of room types and rates. Explain guarantee, special rates, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Communicate information regarding designated VIP reservations. Input and access data in reservation system. Respond to any challenges found for accommodating rooming requests by communicating with appropriate individual or department. Oversee accuracy of room blocks and reservations. Input group rooming lists using reservation systems, revise room blocks to maintain the required number of available rooms and keep organized files of all groups. Set-up proper billing accounts according to Accounting policies.
ESSENTIAL FUNCTIONS
- Accurate input of rooming lists, or delegation thereof with timely (48 hour) follow-up to assure complete accuracy.
- 48-hour turnaround on specialized reservation information found on Re-Caps one year out or less, 72 hours on all groups 1 year out.
- The GRM must be present for any Rooms or Group related meetings in the absence of the Senior Group Rooms Manager
- Continual communication to hotel reservation agents and hotel departments regarding block information.
- Group History Tracking: wash percentage of groups over 200 room nights to be tracked and group recap summary to be distributed within 48 hours of groups departure.
- Specialty groups, teams, youth group, etc. GRM to assist Front Desk with blocking, pre-registering, pre-keying, and satellite check-ins when needed.
- Continual monitoring of all group cut-off dates and blocks, especially over tight dates, to ensure sell-out status when appropriate.
- Wash history (if available) to be routed to Director of Revenue no less than three months prior to groups arrival.
- Must become a routine user of all AHC Hospitality Reservation systems (OnQ, MARSHA, FSPMS, FOSSE, Passkey, Delphi, CITY, etc.)
- Must be familiar with hotel layout, products, services, amenities, and history
- Must be familiar with Microsoft Office tools
- Develop, train, and complete timely performance reviews for the Group Rooms Coordinator positions
- Schedule and complete regular one on ones with the Group Rooms Coordinators
- Assist the AHC GRM in completing the groups schedule
- Maintain professional rapport and timely accessibility with all sales/catering staff and group/convention clients
- The GRM must be present for any Rooms or Group related meetings or make arrangements for replacement in absence
- Tracking of attrition for the rooms portion of group revenue
- Management of group history tracking
- Open availability. To be present and able to assist the front desk during large volume group check-ins/check-outs – flexible schedule to be planned one week in advance
- Continual monitoring of all group cut-off dates and blocks, especially over tight dates, to ensure sell-out status when appropriate
- Managing Passkey effectively and efficiently to maximize group pick-up, upsells, and shoulder night availability
- Prepare and distribute the AGP 14 day forecast weekly
- Complete hotel resumes for rooms only groups.
- Complete Manager on Duty shifts as required.
REQUIRED SKILLS
- Must be able to run, walk, and stand for upwards of 8 hours.
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
EDUCATION & EXPERIENCE
- Four-year degree from an accredited college or university preferred.
- 2 years supervisory experience in a hotel operations department.
- 2 years of front office experience in a large-scale, full-service hotel
