Group Reservation Coordinator

Loews Hotels & Co is a leading owner and operator of luxury hotels with a portfolio consisting of 26 hotels and resorts in the United States. Located in major city centers and resort destinations from coast to coast, the Loews portfolio features one-of-a-kind properties that go beyond Four Diamond standards and embrace their “uniquely local” community in order to curate exciting, approachable and local travel experiences for guests.

A Group Reservations Coordinator is responsible for the proper reservations processing of all contracted group room blocks. The Group Reservations Coordinator represents the properties and the Loews Hotels brand according to our “Four Diamond and More” standards. As the main point of contact for contracted groups rooming requirement/issues the position must “engage and delight” with a warm, professional and efficient manner. The Group Reservations Coordinator ensures that group contracted rooming requirements are met and that requirement/needs outside of the block are met or alternatives provided based on the needs of the hotel in achieving its financial goals. Group Reservations Coordinators have direct contact with key group personnel via phone and email. This position is also responsible for internal communication regarding group block status/issues/etc.

Essential Functions and Responsibilities

• Review Group turnovers from Sales Managers and make necessary adjustments
• Assign proper rooms as per contract and/or rooming list
• Verifies group rates
• Put in sell messages for all groups and updates accordingly
• Enforces and/or informs cutoff dates in a timely and professional manner
• Create group landing pages if necessary
• Communicate all special group needs to the CRO and Nor1 on a continuous basis
• Communicates with group contacts via phone/email promptly, politely and in accordance with Loews Hotels “Four and More” service goals
• All email correspondence must be professional and follow Loews Standards
• Provide technical assistance to Group contacts in relation to booking capabilities and delegate communication
• When manual inputting is required, forwards all group rooming lists to CRO for data entry into ORS
• Utilizes interpersonal skills to communicate with group contacts regarding room block issues/concerns, cut-off dates, special needs/request, etc
• Anticipates group needs whenever possible and alerts groups in advance to sold out dates over group block or sold out pre and post dates to eliminate surprises at the time the rooming list is submitted
• Recognizes and manages group requests that fall outside of the contracted room block in a professional manner and informs Catering and/or Sales Manager responsible
• Processes all work completely and accurately
• Sends out cutoff dates and other relevant information
• Ensures complete and accurate billing is established on every group reservations
• Produces/updates/distributes weekly pick-up report
• Completes the Group post convention report and sends to Event Manager to be forwarded to SSC for all rooming list and call-in groups
• Participates in pick-up, resume and pre-cons as required
• Has an understanding of attrition and how it impacts group yield decisions
• Alerts DOM/DOS/EM and Sales Managers as to possibility group will be in attrition
• Sends out rooming lists to client
• Reviews group resumes
• Completes all double check and review processes as appropriate to each group
• Processes VIP reservation sheets with special attention to accuracy as well as guest requests/needs
• Provides copies of suite reservations to Front Office (may not apply to every property)
• Tracks group pick-up performance for future reference
• Oversees and maintains group filing system to ensure group information is organized and easy to obtain
• Other duties/projects as assigned
• Regular attendance in conformance with standards
• May be required to work varying schedules to reflect business needs of the hotel
• Required to attend all training sessions and meetings
• Ability to perform “Physical Requirements” and “Mental Effort Requirements” as explained below

Qualifications

• Must be customer service oriented and have excellent hospitality skills
• Must have excellent written and oral English communication skills and telephone etiquette skills
• Must have excellent computer skills, Opera knowledge preferred and basic MS office software
• Must be organized and able to prioritize work load
• Must be able to type 25 wpm
• Previous Reservations/Front Desk experience preferred
• Knowledge of a second language an asset

Education:

• High School Diploma

Experience:

• 2 years hospitality experience