Group Services Manager

WhatWereLooking For:

The Group Services Manageris responsible forleading the daily operation of Group ReservationsandDelphi Administrationmanagingand supporting the preparation coordination and servicing of group reservations while ensuring the efficiency and accuracy of informationentered intothe Delphisystem. TheGroup Services Manager will work closely with our hotel partnersand meeting plannersto ensure maximum business flowthroughof all group reservation and Delphi administration processes for the brandwhilemaintainingfocus on the overall customer experience.

Who You Are:

• Inspires develops and holds remote teams accountable while fostering a culture of engagement inclusion and high performance.

• Excels at managing complex reservation operationsleveragingdata and metrics to drive efficiency service levels and business results.

• Demonstrates strongproficiencyin Delphi and reservation systems ensuring data integrity compliance and continuous process improvement.

• Builds trusted partnerships across departments and properties while effectively resolving escalations challenges and changing business needs.

• Communicates effectively leads through change and consistently delivers exceptional service experiences for both guests and stakeholders.

What YouWillDo:

• Provide direct leadership including hiring coaching development performance management and engagement of a remote team of Group Reservation Coordinators and Delphi Systems Analysts within the Customer Engagement Center (CEC) Group Services Department.

• Monitor and oversee the end-to-end group reservations process ensuring service level goals are met through effective resource coordination operational analysis and performance reporting.

• Manage Delphi system administration maintenance reporting and compliance through routine audits issue resolution month-end processing and revenue operational and ad hoc reporting.

• Maintain a strong control environment by ensuring adherence toestablishedprocedures testing processes regularly and implementing corrective actions as needed.

• Deliver training performance reviews coaching goal setting and development plans to support team and departmental success.

• Foster a culture of courtesy professionalism accountability and inclusion by communicating the value of each team member and addressing challenges with genuine care andtimelyescalation.

• Lead change management efforts by effectively communicating and reinforcing updates related to systems processes and property information.

• Collaborate with CEC teams hotel properties and cross-functional partners to enhance guest experiences team member engagement and operational effectiveness.

• Serve as the primary escalation point and subject matter expert for group reservations providing guidance troubleshooting and support to team members and hotel partners.

• Control departmental costs through effective labor management productivity monitoring and achievement of savings objectives.

• Build andmaintainstrong relationships with hotel leadership meeting planners and key stakeholders to ensure needs aremetand concerns are resolved promptly and professionally.

• Partner with CEC leadership to ensure alignment training operational readiness and support of Group Services processes and initiatives.

• Participate in departmental leadership coverage floor management call volume support and other operational responsibilities as business needs require.

• Maintain expert knowledge of hotel offerings company standards and departmental processes whiledemonstratingconsistent attendance schedule flexibility and participation in required training and meetings.

Your Experience Includes:

• Demonstratedproficiencywith Delphi and Opera PMS.

• Strong collaboration skills with the ability to contribute positively to a team-oriented environment.

• Ability to build effective working relationships whilemaintainingconfidentiality and professionalism.

• Excellent written and verbal communication skills.

• Ability to remain composed make sound decisions and perform effectively in fast-paced or challenging situations.

• Strong organizational skills with the ability to prioritize workload and adapt quickly to changing business needs.

• Intermediateproficiencyin Microsoft Excel including spreadsheet creation analysis and reporting functions.

• Proficiencyin Microsoft Office applications including Outlook Word and internet-based tools.

• Strong overall computer skills with the ability to quickly learn and apply new systems and technologies.

• High School Diploma or GED; some college coursework preferred.

• Three to five years of supervisory experience in a comparable environment preferred ideally within hospitality sales reservations or customer service operations.

WhoYoullSupervise:

• Group Services Delphi Systems Analysts

• Group Reservations Coordinators