Group Reservations Coordinator

Loews Hotels & Co; Nashville (TN); On-site; USD 36,000 - 48,000; Full time

Job summary

Loews Hotels & Co seeks a Group Reservations Coordinator to handle contracted group room blocks, engage with clients by phone and email, and ensure accurate billing and timely updates. The role represents our brand according to Four Diamond standards and supports hard-working sales and CRO teams.

Two years of hospitality experience and strong English communication are required. You will create landing pages, manage cutoff dates, and assist with group services to maximize group yield and guest

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.

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

Skills

Customer service

Hospitality

English communication

Telephone etiquette

Organization

Typing 25 wpm

Education

High School Diploma

Tools

Opera

MS Office

Job description

Who We Are

Founded in 1960, Loews Hotels & Co operates iconic hotels and resorts across the U.S. Together, our diverse and welcoming teams craft exceptional experiences in iconic destinations.

Growth and belonging start here

you’ll be valued for who you are and the goals you have. Whether your next career chapter involves making memories for guests or supporting our properties in our Corporate Office, every role—from Guest Services to Finance, Culinary to IT—offers opportunities to grow and make a meaningful impact.

Creating a Team Member experience where you belong no matter what age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status that makes you, you is a daily focus for us.

What We Offer

• Competitive health & wellness benefits, 401(k) & company match
• Paid Sick Days, Vacation, and Holidays, Paid Bereavement, Paid Pet Bereavement
• Training & Development opportunities, career growth
• Tuition Reimbursement
• Pet Insurance
• Team Member Hotel Rates, other discounts, perks and more

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