What are the responsibilities and job description for the Group Housing Coordinator position at PCH Hotels & Resorts Inc.?
As a member of our hospitality team, the primary responsibility of a Group Reservations Coordinator is to provide exceptional guest service by promptly and efficiently handling all group reservation-related requests made by prospective hotel guests. This role requires proactive engagement with guests, to maintain accurate and up-to-date information for each group, coordinating with meeting planners, and managing group blocks and inventory. This role will utilize the Property Management System (PMS) and the Marriott Automated Reservation System for Hotel Accommodations (MARSHA) systems to determine group placement based on commitments, average rate, arrival/departure pattern, and availability. .
- Process group blocks in PMS and MARSHA, considering commitments, average rates, arrival/departure patterns, and room availability.
- Prepare and process rooming lists and cover sheets for entry into MARSHA.
- Check suite and room availability for Sales Managers to accommodate group needs.
- Pre-block room numbers as necessary to ensure smooth check-in for groups.
- Handle weekly report processing related to group reservations and occupancy.
- Monitor and keep track of group cut-off dates to ensure accurate booking and availability.
- Interact and collaborate directly with meeting planners to address room requirements, lists, and room pick-ups, offering the highest level of service.
- Maintain timely and effective communication with meeting planners, including introduction letters and weekly updates.
- Collaborate with the Director and Group Sales to manage inventory and track group pick-up.
- Prepare and process group weekly forecasts with input from Sales Managers, Convention Service Managers, and meeting planners.
- Input group-related information for the six-month projection.
- Conduct training sessions for agents as needed, focusing on group-related procedures and responsibilities.
- Perform weekly group audits, comparing reservations in NGS (Next Generation Sales) with MARSHA data.
- Build room blocks in MARSHA, PMS, and NGS and ensure all information is accurate and up-to-date.
- Maintain comprehensive and organized files, including sales contracts, room blocks, call sheets, room lists, and change forms.
- Thoroughly review cover sheets, rooming lists, and resumes for accuracy and completeness.
- Foster open and effective communication with all reservation agents, keeping them informed at all times.
- Demonstrate exceptional hospitality skills during each call and interaction with guests and clients.
- Possess a thorough understanding of all package reservations and rates offered by the hotel.
- Be well-versed in the hotel's cancellation and early departure policies, communicating them clearly to guests and clients.
- Ensure all reservation agents are familiar with their responsibilities, including answering phones when needed and providing support and guidance as necessary.
