POSITION PURPOSE: 

The Front Desk Group Coordinator accommodates hotel guests by performing the following duties: ensuring that the hotel's room inventory is maximized to ensure sell-outs. The coordinator acts as a mediator between the Front Office and Sales regarding all group bookings and conventions. Represents the Sales Department when dealing with the client for rooming lists, retrieves reports, and handles hotel inquiries.

ESSENTIAL FUNCTIONS (other duties may be assigned):

• Attend Group Rooms meeting and present status reports on blocks, pick-up, cancellations, billing and package codes.
• Monitor all active call-in groups weekly, advice Sales Manager as block nears capacity and release rooms 30 days prior to group arrival.
• Run all pertinent reports for groups: Detailed Guest List, Detailed Reservation List, Rooming Lists, etc.
• Review all group booking reports from Sales.
• Block groups (tentative and definite) in CRS and/or PMS system.
• Answer calls and/or contact clients to follow up on specific information (room list, billing information, etc.). Follow through with reservations, front desk and accounting accordingly.
• Enter correct package codes and billing to all future groups and always audit them before turning over to Front Desk Manager.
• Develop group leads through online data mining
• Present a clean, pleasant, professional image to project a positive appearance to potential guests and clients.
• Contribute and work as a "team member" in all facets of the position.
•  Answers inquiries pertaining to hotel services; registration of guests; and shopping, dining, entertainment, and travel directions.
• Keeps records of room availability and guests' accounts.
• Computes bill, collects payment, and makes change for guests.
• Makes and confirms reservations.
• Posts charges such as room, food, liquor, or telephone, to ledger.
• Makes restaurant, transportation, or entertainment reservation, and arranges for tours.
• Deposits guests' valuables in hotel safe or safe deposit box.
• Uses suggestive selling skills and company sales programs to maximize revenue and occupancy levels.
• Reports all necessary reporting procedures in documenting customer requests.
• Handles accounting of money, receipts, guest accounts and credit through operation of the FD computer system and completion of reports required to ensure company funds are secure.
• Perform other services and duties as requested by the Director of Sales and Marketing or the General Manager.
• Proper uniform and name tag worn at all times.
• Uses guests name a minimum of three times during check-in and check-out.
• Insures that incoming calls to the switchboard are answered within six rings.
• Must be knowledgeable of all in-house services and able to assist customers when questioned.
• Complete the Front Desk Shift Checklist.
• When responding to the switchboard the proper TAKE 1 script must be used at all times.
• Must respond to a guest request within 10 minutes of time request was made.
• Respond to customer immediately upon entering the lobby.
• Room directions along with hotel outlets along with hours of operation must be explained to all customers.
• When approached by a customer with a problem, associate will empower himself/herself with the responsibility of assisting the customer in solving this problem using the LEARN model.
• Assist in the set up and service of inhouse meeting rooms.
• Adhere to the Group Sales Coordinator SOP.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES:

• Excellent communication skills.
• Excellent organization and planning skills.
• Sound functional knowledge of the day-to-day Management and operation of a Revenue Management Department.
• Self-motivated.
• Warm personality and team spirit.
• Ability to work accurately and effectively under pressure.
• Advanced Excel, PowerPoint and Word skills.

QUALIFICATION STANDARDS:

Education

High School Graduate or Equivalent. 

Experience

One-Year Reservations Experience.  Knowledge of Basic Computer Programs. Minimum Typing Skills of 50 WPM.  Front Desk and/or Group & Conference Experience Preferred.

This job description is not an exclusive or exhaustive list of all job functions that an associate in this position may be asked to perform from time to time.

Our Associates Love

• Amazing opportunities for career advancement across HVMG
• Up to 40% earned wages paid BEFORE payday with PayActive
• Paid Time Off (PTO) and Paid Holidays
• Full Healthcare Benefits (including medical, dental, and vision coverage)
• 401k Retirement Plan with a guaranteed 4% match and no vesting
• Hotel and Food and Beverage Discounts and Perks

An Equal Opportunity Employer

We provide equal opportunity without regard to race, color, national origin, religion, sex, age, marital status, or disability.