RESERV GROUP COORDINATOR

POSITION CODE: PMRO27

JOB OVERVIEW:

Provide prompt, courteous and efficient handling of all guest requests for group reservations, changes, cancellations and information. Review grouped files to ensure all reservations, special billing and special requests have been accurately processed. Communicates daily with Revenue Manager and Sales and Catering Managers. Assist Reservationists in answering Reservations calls during group coordinator shift and as scheduled for reservations agent shifts.

REPORTS TO: Reservations Manager / Director of Revenue Management

SUPERVISES: N/A

WORK ENVIRONMENT:

Position involves working in all areas of the hotel, to include public, administrative and back-of-house areas.

Job involves working:

• under variable temperature conditions.
• under variable noise levels.
• indoors.
• around fumes and/or odor hazards.
• around dust and/or mite hazards.
• around chemicals.

KEY RELATIONSHIPS:

Internal: Staff in ResCom, Front Desk, Central Reservations Office, Sales, Housekeeping, Engineering, Catering, Revenue Manager.

External: Hotel guests/visitors, Group contacts, travel and tour company representatives, other hotels.

QUALIFICATIONS

Essential:

1. High school graduate or vocational training certificate.

2. Compute basic arithmetic, including the use of percentages.

3. Fluency in English, both verbal and written.

4. Provide legible communication and directions.

5. Ability to:

• type 30 words per minute.
• properly maintain and operate office equipment (for example, copy machine, fax machine, automated reservation equipment).
• maintain filing systems and understand diagrams.
• communicate clearly and effectively with guests regarding room reservations.
• perform job functions with attention to detail, speed and accuracy.
• prioritize and organize.
• be a clear thinker, remaining calm and resolving problems using good judgment.
• follow directions thoroughly.
• understand guests' service needs.
• work cohesively with co-workers as part of a team.
• work with minimal supervision.
• maintain confidentiality of guest information and pertinent hotel data.
• satisfactorily communicate with guests, management and co-workers in a courteous, empathetic and discreet manner.
• maintain regular and punctual attendance.
• adhere to Peabody grooming standards.
• exemplify Peabody Service Excellence.

Desirable:

1. Some college or training in the Hospitality Industry.

2. Previous experience as a Reservations Agent.

3. Ability to suggestively sell.

4. Ability to input and access information in the property management system/computers.

5. Previous guest relations training.

PHYSICAL ABILITIES:

Essential:

1. Exert physical effort in transporting 25 pounds throughout the hotel.

2. Ability to perform tasks requiring sustained repetitive motion and/or fine motor skills.

3. Ability to remain stationary for prolonged periods of time, ability to move freely within the hotel environment.

ESSENTIAL JOB FUNCTIONS

1. Maintain complete knowledge of and comply with all departmental, divisional and hotel policies, service procedures and standards.

2. Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.

3. Anticipate guests' needs. Respond promptly and acknowledge all guests, however busy and whatever time of day.

4. Maintain positive guest relations at all times.

5. Monitor and maintain cleanliness, sanitation and organization in assigned work areas.

6. Maintain complete knowledge of:

• all hotel facilities/hours of operation
• all guest room layouts, bed types, décor, appointments and locations.
• room availability for any given day.
• restricted dates, rates and room types.
• all room rates, packages and promotions.
• specific arrangements between hotel and travel agencies and Central Reservations Office.
• entertainment/special events scheduled in the hotel.

7. Access all functions of the computer system.

8. Set up workstation with necessary supplies and resource materials.

9. Answer telephone calls within 3 rings, using correct salutations and telephone etiquette.

10. Process all group reservation requests, changes and cancellations received by phone, fax, mail, internally and through corporate reservations center or travel agency.

11. Ascertain callers' needs through open-ended questions.

12. Describe room accommodations and all amenities.

13. Obtain all designated information to book a reservation.

14. Accommodate special requests and designate such in system.

15. Maximize rate for all reservations.

16. Verify availability. Suggest alternate dates for sold-out nights.

17. Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller.

18. Relay accurate information on transportation arrangements from airport to hotel; input and document such requests.

19. Set up proper billing accounts (i.e. share-withs, suppress rates, room/tax/incidentals, tax exempt, direct/special billing) and process advance deposits.

20. Verify all reservation information with caller or list to ensure accuracy. Input correct information into proper fields to inform other departments of pertinent information (flags, comments, guest message).

21. Input all manual reservations into the system.

22. Obtain approval from management for same day reservations on near sell-out dates.

23. Process confirmation letters as needed.

24. Designate and apply appropriate travel agency commissions.

25. Refer requests for initial booking or group rooms, banquet or convention requests to the Sales Department.

26. Create individual files and group masters with designated information for each group booking received from the Sales Department. Update changes received from Sales.

27. Set up group room blocks in the system. Book group reservations against the room block.

28. Input group rooming lists.

29. Monitor group cut-off dates and review with Director of Revenue and Sales Managers.

30. Review group resumes and maintain all pertinent information.

31. Monitor and maintain wait lists.

32. Communicate all pertinent information to key departments regarding arrival times, billing, special needs and requests.

33. Complete all filing on a daily basis

34. Consistently present a strong product presentation using descriptive vocabulary.

35. Process incoming mail, faxes, reservations cards and rooming lists accurately and in a timely manner.

36. Attend group pre-convention meetings.

37. Meet with Revenue Manager daily to communicate group information.

38. Communicate necessary information pertaining to PEPRS clients to appropriate department leaders.

SECONDARY FUNCTIONS:

1. Complete special projects as directed by Director of Revenue or other higher-ranking management.

2. Understand and execute all safety and emergency procedures (for example: fire, crowd control, inclement weather, and bomb threats).

STANDARD SPECIFICATIONS:

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other associates or guests.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Associates will be required to perform any other job-related duties assigned by their supervisor.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.