Group Rooms Coordinator

Position Summary

The Company operates 24 hours a day and 7 days a week so operational demands require variations in shift days starting and ending times and hours worked in a week.

The Group Rooms Coordinator supports hotel management primarily sales and catering managers in duties that are integral to successful hotel sales. The ideal candidate will view this position as a growth opportunity to develop sales skills and catering knowledge have strong administrative skills and have the ability to multitask work in a fast paced environment and switch gears quickly.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Assists sales and catering team in creating strong effective personable and professional communications with prospective and returning hotel clients.
• Courteously handle incoming calls and email requests using good listening and communication skills to secure information necessary to complete a reservation. Use proper phone and email etiquette.
• Understand the selling strategy for the hotel by knowing the status of Group contracted inventory to ensure that reservations are accepted for the correct rates and dates.
• Monitor maintain and modify all Group reservations received from telephone Sales/Catering Department and CRS.
• Process rooming lists accurately. Ensure billing is setup properly and concessions listed in the contract are assigned (i.e. staff vips updgrades etc.)
• Process all changes and cancellations for group reservations.
• Control and block rooms as well as preblocks for special groups.
• Ensure that all reservations in PMS or front office system are accurate.
• Maintain accurate logs of suites and special requests and ensure that requests are blocked in OnQ
• Possess knowledge of the hotel layout facilities and special services offered.
• Communicate with staff clients and guests with dignity and respect.
• Effectively deal with guest concerns in a friendly and positive manner. This involves listening to the nature of the concern demonstrating empathy with the customer and providing positive and proactive solutions. Investigate/troubleshoot guest complaints then reports findings/resolution to the proper department head or manager.
• Secure all required information to ensure that the clients will have a reservation suited to their specifications and a pleasant stay.
• Handle turnovers of groups by utilizing turnover checklist.
• Handle history requests final pickup reports for clients commissions rebates and attrition forms.
• Possess knowledge of the procedures for entering blocking forecasting filing and canceling group bookings.
• Accurately run Group Pickup Report weekly to send to Sales teams. Provide weekly updates on all group wash and increases
• Monitor and analyze rooms inventory to maximize occupancy and increase average rate. This includes monitoring of group blocks determining cut off dates and rate restrictions.
• Review set up in system of each group arriving in advance.
• Deliver Passionate & Engaging Service to our Guests by recognizing and anticipating individual needs in order to exceed their expectations
• Office organization including maintaining online and paper filing systems.
• Orders and maintains supplies for sales department and other departments when required.
• Displays expert communication skills both in person and on the phone as well as a friendly and professional attitude when speaking with clients as representatives of the hotel company.
• Conducts hotel site tours and participate in sales events when needed.
• Performs special projects and other responsibilities as assigned.
• Participate in task forces and committees as requested.
• Consistent professional and positive attitude and actions when communicating with guests and associates.
• Ensure maintenance problems are promptly reported through proper channels.
• Comply with all company policies and procedures.
• Practice safe work habits and comply with sanitary safety security and emergency procedures.
• Check with manager/supervisor before leaving work area for any reason.
• On time and at work when scheduled and in proper business attire.
• Attend department meetings as scheduled.
• Respond to guest requests concerns and problems to ensure guest satisfaction.
• Report any incidents of guest dissatisfaction or other matters of significance to manager so that corrective measures may be taken.
• Any other tasks/duties as requested by management.

Qualifications

The Company may consider equivalent combination of acceptable education and experience providing the knowledge skills and abilities cited below.

Education and Experience

• High school education
• Two or more years of administrative or equivalent experience.
• Experience in the hospitality industry and knowledge of common industry terms and practices preferred.
• Experience with Microsoft Word/Excel/Outlook and familiarity with Sales Pro booking system preferred.

Skills and Abilities

• Ability to handle multiline telephone systems and individual call functions such as hold forward and conference.
• Attention to details good organizational skills and efficient time management.
• Ability to follow an appropriate course of action based on policies and procedures.
• Ability to work in a fast paced environment sometimes under pressure while simultaneously handling competing and changing priorities.
• Ability to satisfy the legal requirements for employment within the jurisdiction.
• Excellent reading writing and oral proficiency in the English Language
• Strong verbal and written communication skills
• Excellent time management skills & ability to multitask in a fastpaced environment
• Must have excellent interpersonal and organizational skills display strong analytical competency as well as exhibit a close attention to detail and follow up
• Must be proficient in Microsoft Word Publisher and Excel computer programs Microsoft Office
• Ability to learn computer programs for checking availability printing rooming lists and group pickup reports
• Ability to handle special projects in addition to daily tasks
• Ability to keep all supplies up to date and ordered
• Ability to respond to walk in inquiries
• Ability to work independently and complete assigned tasks
• Ability to assist guests in the absence of the manager
• Ability to anticipate identify or prevent challenges with Group blocks in order to provide effective solutions

Working Conditions & Physical Effort

Work is normally performed in an interior hotel environment. While performing job duties the associate speaks listens completes documents processes requests and operates office equipment such as a telephone calculator computer copier and fax. Physical requirements include extended periods of standing and/or walking bending reaching pulling pushing kneeling and lifting up to 50 pounds. Work may involve occasional exposure to extreme temperatures chemicals dirt fumes smoke unpleasant odors and/or loud noises. Exposure to hazards or physical risks requires following basic safety precautions and use of applicable protective equipment. The job requires close vision with or without corrective lenses.

Our Perks:

• Highly Competitive Salary
• Paid Time Off
• Medical Dental Vision Health Insurance
• Free Basic Life Insurance
• Hotel Discounts
• 401K Company Match
• Educational/Professional Development

About WHG

Wurzak Hotel Group (WHG) is a Philadelphia basedowner developer and operator of premium branded full service extended stay and focus service core expertise is its unique ability to develop and operate hotels and food and beverage outlets in an entrepreneurial manner maximizing returns on the investment and developing long term relationships with our guests.

WHGhas earned and maintainsits competitive advantage by developing talent within the organization who embody the same entrepreneurial spirit of our leadership team and who seek to create value through tireless innovationtight focus on the operational details and uncompromised guest Hotel Group has a proven track record of developing and managing hospitality assets for over 30 years and continues to be recognized as one of the regions top hospitality companies.

The company is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture and does not discriminate on the basis of disability veteran status or any other basis protected under federal state or local laws.