Group Housing Coordinator - Caribe Royale Orlando Hotel

Scope of Position

The Group Housing Coordinator position represents Caribe Royale Orlando and Buena Vista Suites to meeting planners and multiple internal departments. The position is responsible for meeting planners and internal departmental communication, managing group blocks, understanding group contracts, providing internal and external reporting, and entering rooming lists among other things. This position must be able to communicate efficiently and professionally with guests, meeting planners, and other departments via email or phone while answering any questions and/or concerns with positive customer service.

Position Requirements

• Must possess outstanding guest service skills, professional presentation, and sophisticated communication skills.
• Must be able to handle a multitude of tasks in an intense, ever-changing environment.
• Must be flexible in terms of working hours.
• Must work well in high-pressure situations.
• Must maintain composure and objectivity under pressure.
• Must be effective at handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by coworkers and guests.

Responsibilities

• Assist hotel group guests to ensure a successful event by being the housing and billing contact from the signing of the contract through departure.
• Maintain professionalism through all communication mediums and interdepartmental collaborations.
• Process all reservation requests, changes, and cancellations received by phone, email, or in person.
• Identify meeting planner's reservation needs, determine appropriate room type, and verify availability of room type and rate.
• Use the hotel's group contract for the meeting to ensure the special rate, hotel policies, all concessions, and contracted items are addressed and taken care of regarding guestrooms.
• Accommodate and document special requests/ changes.
• Set-up proper billing accounts
• Follow all company and safety and security policies and procedures.
• Ensure uniform and personal appearances are clean and professional.
• Maintain confidentiality of proprietary information and protect company assets.
• Speak with others using clear and professional language; answer telephones using appropriate etiquette.
• Ensure information entered into the Hotel's Sales System downloads into the Hotel's property management system correctly and matches the contract.
• Create blocks in Passkey for downloading rooming lists and / or creating booking links.
• Responsible for monitoring blocks in Passkey and the property management system.
• Responsible for sending meeting planner reports pertaining to their blocks. This includes, but is not restricted to pick up, VIP assignments, audits, and any other requested information.
• Responsible for sending an introduction to group contact once the group has been assigned.
• Attend weekly meetings with the revenue team to give pertinent group information.
• Attend formal meetings pertaining to the group that is assigned (Resume meetings, pre-plannings, Pre-convention meetings, etc.).
• Effectively manage time without compromising service.
• Demonstrates and adheres to company values.
• Perform any other duties as requested by management.

Education

• High School diploma and/or experience in a hotel or a related field preferred.

Skills and Abilities

• Able to communicate in the English language; Second language is a plus.
• Willing to work flexible schedules including holidays and weekends.
• Proficient in performing multiple tasks and assigning/delegating tasks to associates.
• Experience using software programs such as Microsoft Office (Word, Excel, and Outlook).
• Previous knowledge of PMS system preferred, including Opera or similar programs.

Physical Requirements

• On a continuous basis, sit at a desk for long periods of time in front of a computer screen.
• Intermittently twist to reach equipment or supplies surrounding desk.
• Use telephone and computer keyboard on a daily basis.
• Must be physically fit in order to lift, pull and push items up to 50 pounds.
• Also requires standing/walking/reaching and bending throughout shift.