What are the responsibilities and job description for the Group Housing Coordinator position at White Lodging?
Summary :
Providing excellent customer service while confirming, coding, and processing reservations in multiple reservation systems. In this position you will provide support to various levels of event managers while also working closely with the front desk and rooms' control.
Responsibilities
Maintain thorough knowledge of FSPMS, CI / TY, Marsha and GroupMAX / Passkey
Accurately input Group Rooms Commitment / Block into Marsha and GroupMAX / Passkey
Reserve suites, contractual concession rooms, and other special requests as assigned
CI / TY :
Complete Group Housing CI / TY tasks on daily, weekly and as-needed basis
Check Activities daily and complete assigned Activities in a timely manner
Review New Definite groups assigned to delegated Event Manager(s)
Create Group Master Accounts via CI / TY in the Billing tab
Enter correct Mini-Hotel Codes under Room Blocks tab as they are built
Ensure Activities are marked done upon completion
Marsha
Build Mini-Hotels utilizing the e-Tools builder found on Marriott Global Source (MGS)
Ensure Opportunity and Quote numbers are accurately entered
Ensure IATA number is entered and Commission Indicator box is checked for commissionable groups
Ensure Group's Facts page is accurate and fully informative
For groups with extraordinary or unexpected reservations needs, ensure clear communication with Reservations Center
Maintain accurate inventory throughout planning process as block evolves (i.e. release rooms at cutoff, add rooms with addendums, updating facts as changes occur, etc.)
Maintain awareness at all times of group's inventory levels, making approved adjustments as needed to ensure satisfaction
FSPMS
Review PMS for Marsha exceptions reservations with group Market Codes
Ensure contractual suites are blocked into a room and M4 / M5 SRQ code is added
Ensure all necessary SRQ codes are added to special attention reservations :
Ensure Travel Agent (T / A) indicator is turned on for commissionable groups
Verify accuracy of Master Account routing of charges
GroupMAX / Passkey
Build Events in the system utilizing the operational checklist provided
Accurately enter rooming lists upon receipt from group contact, remit updated list with confirmation numbers.
Maintain accurate inventory throughout planning process as block evolves (i.e. release rooms at cutoff, add rooms with addendums or as instructed, etc.)
Update reservations with changes as received
Send Reservation Link when prompted by Event Manager(s)
At 45 days prior to event's arrival, check rooming list for duplicate reservations and send email(s) to guest(s) to ensure reservations are needed
Outlook : After building a group in CI / TY, GroupMAX, and Marsha, ensure :
Groups 100 peak (requiring a GI Sheet) have calendar reminders for 90 days out, 60 days out, and 30 days out
All groups have calendar reminders for the cutoff date
General Items of Interest :
Associate will be expected to carry out instructions and fulfill position responsibilities in a timely fashion and with attention to detail
Pre-Event :
Ensure that the Event Manager for group is copied on all client correspondence and kept up to date with all changes relating to the event
Validate and provide information requested from Event Manager(s) for Resume / Cover Sheet, including Special Attention Reservations, VIP's, Special Billing, Complimentary Rooms, etc.
Ensure client requested Pickup updates are completed on time and with accurate information
Advise Event Manager(s) in advance of potential attrition charges
During Event :
Keep Event Manager(s) updated with group's pickup, GNS's, attrition counts, etc.
Upon request, meet with group representative to review pickup, GNS's, etc.
Post-Event :
Ensure Post Convention Report has been accurately completed with actualized numbers
Ensure GI Sheet has been completed accurately with actualized numbers
Ensure Group File folder on shared drive is organized, the files are named per naming standard, and there are no duplicate documents
Associate will be expected to attend meetings as assigned
Daily Rehearsal (Daily) :
Associate will arrive on time to the meeting and prepared with items of interest to report to the group
Group Housing / Rooms Control Meeting (Weekly) :
Associate will arrive on time and come prepared for meeting, having reviewed resume packet and meeting agenda sent by Group Housing Manager and Front Office Manager
Pre-Convention Meetings (As Needed) :
Associate will arrive on time to the meeting and prepared with any copies needed for client(s) and Event Manager :
Pickup / Pace Report
Current Rooming List
Contractual Concessions Assignments
Complimentary rooms count (for 1 / per's)
Attrition information
Group's File folder
Other Information
COMPETENCIES
Analysis Skills
Experience
Organization / Planning
Stress Management
Customer Focus
Team Player
Oral Communication
SKILLS
Prefer candidate to have CI / TY, Marsha, PMS, and Group Max experience but not required.
EDUCATION / EXPERIENCE
High School Diploma is required, college degree would be preferred.
WORKING CONDITIONS
Position requires sitting at a desk for 8 hours working mostly on a computer and answering phones.
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