Coordinator Group Reservations

IHG; Cleveland (OH); On-site; USD 25,000 - 29,000; Full time

Job summary

InterContinental Hotels & Resorts in the United States is seeking a Reservationist to coordinate group reservations and contracts for large events. You will maintain block inventory, rooming lists, and related records in the property management system while ensuring accurate billing and timely communication with clients.

The role requires a high school diploma and at least one year of front desk or reservation experience, with fluent English.

Qualifications

• High school diploma or equivalent and one year of experience as a reservationist or front desk agent.
• Must speak fluent English; additional languages preferred.
• Strong organizational and communication skills; computer and reservation system experience required.

Responsibilities

• Coordinate group reservations, room blocks and contracts for large groups.
• Assist with on-site meetings as needed.
• Enter and maintain group blocks, rooming lists and revenue in the property management system.
• Respond to guest concerns or complaints and coordinate with other departments.
• Generate and maintain reports on group reservations during stay and after departure.

Skills

Fluent English

Education

High school diploma or equivalent

Job description

Coordinate the reservations, room blocks and contracts for large groups. Assist with on-site meetings as needed. Maintain group blocks, rooming lists and reservations in system.

At InterContinental Hotels & Resorts ® we want our guests to feel special, cosmopolitan and In the Know which means we need you to:

• Be charming by being approachable, having confidence and showing respect.

• Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownershipof getting things done.

• Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.

Duties and Responsibilities

FINANCIAL RETURNS

• Stay abreast of current rates, rate changes and all promotions, current facilities, services, hours of operation, etc.

• Prepare for each group’s arrival, prepare group history, billing information, deposits, filing, VIP information, correspondence, etc.; interact with booking contacts as needed. Correctly record group rooms and revenue in the property management system.

• Promote team work and quality service through daily communications and coordination with other departments.

• Respond to guest concerns or complaints. Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.

PEOPLE

GUEST EXPERIENCE

RESPONSIBLE BUSINESS

• Process all group reservation requests, changes and cancellations received by phone, fax, e‑mail, mail, internally and through travel planners/corporations. Enter and/or modify group block in system to ensure inventory, stay dates, cancellation policy, deposit requirement, and booking procedure are reflected correctly.

• Maintain accurate filing system for groups and ensure that each group block is traced.

• Create and update group block notes to provide relevant data pertaining to all group reservations, and coordinate with other departments as needed to provide group reservation information and group needs as specified in contract.

• Provide and maintain reports and records of all groups during stay and after departure, and follow up on any group inquiries.

• Attend pre‑meeting planning meetings or conferences as needed or requested.

• Perform other duties as assigned such as running daily reports, e.g. the cancellations, bookings, or arrivals reports.

QUALIFICATIONS AND REQUIREMENTS

High school diploma or equivalent and one year of experience as a reservationist, front desk agent, or relevant field of work, or an equivalent combination of education and experience. Must speak fluent English. Other languages preferred.

This job requires ability to perform the following:

• Speak and listening usually while sitting

• Use a keyboard to type in reservation information

Other:

• Communications skills are utilized a significant amount of time when interacting with clients, guests and employees.

• Reading and writing abilities are utilized often when reviewing and processing guest reservations or daily reports.

• Basic mathematical abilities are used some of the time.

• Computer skills are required.

• May be required to work nights, weekends, and/or holidays.

Rate of pay for this role is $19.00/hr

The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental® brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

Important information

• The salary range listed is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.

• No amount of pay is considered to be wages or compensation until it is earned, vested, and determinable. The amount and availability of any bonus, commission, or other form of compensation allocable to a particular employee remain in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

• EEO Is The Law - click here for more information about Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity.

• If you require reasonable accommodation during the application process, please click here .

• IHG does not accept applications, inquiries, or unsolicited CVs/resumes from staffing or recruiting agencies. Please click here for our agency policy.

• For roles or applicants in San Francisco only: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.