Group Reservations Coordinator - Mountain Brook - Kessler Collection

Description

Group Reservations Coordinator

An inspiring career awaits you The Kessler Collection is a portfolio of luxury boutique hotels, unique restaurants and experiences with a Bohemian twist. The collection's captivating hotels feature curated art, original music, unique architecture and stories around every corner, all located in destinations people want to be. Our mission of inspiring places, intuitive service, and exuberant guests means we are committed to our Grand Performers learning, development, and well-being. We believe people want to be inspired

Grand Performers in qualifying roles may enjoy a range of benefits, including:

• Marriott Employee Discounts Worldwide
• Medical, Dental, Vision Insurance
• Company-Sponsored Life Insurance
• Short & Long-Term Disability Insurance
• Tuition Reimbursement Program
• 401(K) with Discretionary Company Matching Contributions
• Employee Assistance Program

The main objective of the Group Coordinator is to bridge the gap between Revenue Management, the Sales Department and hotel operations. The Group Reservations Coordinator must possess strong organization skills, be self-motivated and self-directed, have previous experience in a group hotel environment, and be technically strong with the numerous systems required to do the job successfully. They are to provide the highest level of service in support of the mission, core values, standards and goals established by the company.

Individuals must serve as a cultural ambassador by upholding and promoting our standards.

• Image & Presence: Our team is sophisticated and purposeful in their communication and body language.
• Service: Intuitive. Our team inspires the guest (and Grand Performer) experience with warmth and deliberate elegance.
• Performance: Extraordinary. Our team rises to outperform and consistently be at our best for even better.

Primary areas of responsibility include, but are not limited to the following:

• Greet and interact with internal and external guests in a genuine warm and friendly manner using professional and Kessler standard nomenclature.
• Maintain the integrity of the guests' privacy, including confidentiality of personal information and key control.
• Operate the telephone system, answering calls within three rings, using the correct salutation and telephone etiquette. Service all in-house reservation requests.
• Enter all Definite and Tentative Groups into the Brand CRS and the hotel's PMS as they book, and set up group billing masters. Pull group credit card information from CRS for loading into PMS billing.
• Enter and manage shoulder dates (three days prior and post) for all Groups, closing shoulder dates that we will not take the Group rates.
• Trace all decision dates for Tentative Groups. Contact the Sales Manager as decision date is approaching and obtain and report status to Revenue Management.
• Trace all cutoff dates for Definite Groups. Contact the Event Service Manager to notify of pending cutoff dates and request rooming lists. Check blocks within cutoff dates daily to drop excess inventory.
• Manage Group inventory in appropriate systems for all revisions.
• Work with Sales Managers and Kessler Revenue Managers for room block increases and obtaining addendums. Enter rooming lists into Brand CRS/PMS. Complete rooming list updates as requested.
• Correct all FIXME rate issues.
• Investigate and correct all OXI reservation failures.
• Do daily and weekly checks for $9,999 rate reservations and correct, as needed. Balance CRS and PMS inventory daily.
• Run Group block checks in One Yield to correct any block errors. Load new rate codes in Opera.
• Perform "Group Scrub' with Revenue Manager prior to weekly Yield Meetings for monitoring groups and room projections. Update group projections in Cl/TY weekly for definite groups as pick-up develops.
• Complete monthly GRC Audits of all appropriate Brand Systems.
• Attend and participate in weekly Yield Meetings.
• Actively Participate in Group Coordinator Conference Calls. Provide daily pick-up reports to Kessler Revenue Managers. Post deposits daily for individual reservations.
• Process deposit refunds for applicable cancellations weekly and on last day of month. Complete direct billing and routing requests for corporate negotiated reservations.
• Handle VIP requests and special needs for consortia, travel agent and wholesale clients as directed by Director of Luxury Sales. Enter all Group Blocks and individual reservations in as new weeks roll into KDATE.
• Perform amenity shops of market comp set annually.
• Process and resolve all reservations issues in MARSHA reservations queues. Actualize groups in Cl/TY within 5 days of group's departure.
• Record and track groups' attrition, communicating final amounts to Sales and Revenue Management for collection.
• Manage reservations inquiries through website and email. Attend group pre-con meetings when requested.
• Make test calls for Voice reseivation sources.
• Complete special projects in a timely manner as assigned by supervisor. Maintain a neat and organized work area.
• Maintain the integrity of Company proprietary information and protect Company assets.
• Maintain complete knowledge in the use of all office equipment, property management systems and access according to specifications. Maintain complete knowledge and comply with company policies and procedures.
• Maintain neat, clean and professional appearance according to standards.
• Follow all company safety and security policies and procedures. Report accidents, injuries and unsafe conditions. Welcome and acknowledge guests with disabilities and follow proper procedures to accommodate needs.
• Develop and maintain positive working relationship and support the team to achieve our goals. Attend required training and meetings.
• All other duties as assigned, planned or un-planned.

To perform this role successfully, an individual must have experience achieving desired result(s) in their areas of responsibility. The requirements listed below are representative of observable behaviors and essential knowledge, skill, and abilities required of a successful incumbent.

Ability to perform all tasks related to the Group Sales Coordinator position

• Ability to remain calm in various situations, use sound judgement and effectively solve problems Ability to read and interpret documents such as safety rules and procedural manuals
• Ability to demonstrate cash handling procedures and calculate figures and amounts such as discounts, commissions, upgrades and percentages Strong written, verbal, and interpersonal skills
• Comprehensive knowledge and proficiency of office equipment and property management systems, and job-related software

Education, License, Certifications, Experience

• 1+ year of relevant work experience in similar scope and title - required
• Experience within luxury brand/markets - required
• Marriott experience- preferred
• MARSHA, Opera, Cl/TY, experience- preferred
• Student or graduate of hotel management - preferred

The work environment/conditions described herein are representative of those that an incumbent may experience.

• Must be comfortable working in a shared space, with constant noise, without the use of a private office.
• Must be able to cope with frequent changing priorities and deadlines with a high degree of optimism, professionalism & collaboration.
• Schedules may vary from week to week based on business demands in excess of 40 hours with or without notice.

The physical demands described herein are representative of those that must be met by an incumbent to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions & physical demands of this role.

• While performing the duties of this job, the incumbent is regularly required to move 10lbs on a daily basis.
• Push, pull, and lift up to 50lbs on a weekly basis.
• While performing the duties of this job, the incumbent is regularly required to travel by foot, car, bus, airplane or other means of transportation which require sitting, waiting and standing for long and short periods of time.