Group Reservations Coordinator (Full-Time)

Omni Hotels & Resorts; Frisco (TX); On-site; USD 42,000 - 64,000; Full time

Job summary

Omni Frisco Hotel at The Star in Frisco, TX, seeks an experienced Reservations professional to manage and optimize group blocks, handling cut-off dates, arrivals lists, billing and client communication.

You will collaborate with the Reservations Manager, Director of Revenue Management, and Convention Service Manager to ensure accurate reservations, maintain room blocks, and support VIP and internal bookings while upholding Omni’s four-diamond service standards.

Qualifications

• Knowledge of four-diamond / four-star customer service standards.
• Previous experience in a Luxury Hotel Customer Service / Reservations (strongly preferred).
• Experience with Delphi, Opera ORS, and Opera PMS (strongly preferred).
• Previous experience using Passkey, NomadixCMS, and iMeeting Planner app (preferred).
• Proficient computer skills on Microsoft Office, Excel, and Word.
• Excellent and professional communication skills
• Highly detailed, and able to maintain excellent organizational skills – while working in a fast pace environment.
• Ability to multi-task while working on up to 50-60 future groups.

Responsibilities

• Review group blocks for cut off date extensions and ensure blocks are created and monitored correctly before, during, and after group dates.
• Attend weekly group pick-up meetings.
• Run group arrivals lists daily for future arrival dates and no-show reports daily.
• Check for duplicate reservations by calling all multiple same-name reservations to ensure accuracy and requests.
• Check for group reservation errors and contact caller or group contact to verify information.
• Report to the Reservations Manager and the Director of Revenue Management.
• Work with the Convention Service Manager and Group Clients on group rooming lists, reservations changes and billing.
• Create and maintain group & transient room blocks and ensure correct billing.
• Complete competition rate analysis as needed.
• Take in-house reservations calls from customers and OmniRez agents.
• Monitor Internet and FIT bookings, availability, and billing; complete commission payment requests.
• Assist in VIP and internal reservations and communicate issues to Reservations Manager or OmniRez HelpDesk Supervisor.
• Assist in completing all fax and email reservations.
• Research outstanding Travel Agent Commissions for groups.
• Research and charge for all no-shows, cancellations, and deposits.

Skills

Customer service standards

Hotel industry experience

Tools

Delphi

Opera ORS

Opera PMS

Passkey

NomadixCMS

iMeeting planner app

Job description

Omni Frisco Hotel at the Star Omni Frisco Hotel at The Star is more than just the official hotel of the Dallas Cowboys, it’s the social hub for great food, fun and nightlife. This 16-story hotel features 300 beautifully appointed guest rooms and suites and a range of meeting spaces to accommodate any sized gathering. From grand and junior ballrooms to intimate spaces and an elevated pool deck, Omni Frisco Hotel’s 24,000 square feet of meeting space provide endless opportunities for events.

Omni Frisco Hotel at the Star Omni Frisco Hotel at The Star is more than just the official hotel of the Dallas Cowboys, it’s the social hub for great food, fun and nightlife. This 16-story hotel features 300 beautifully appointed guest rooms and suites and a range of meeting spaces to accommodate any sized gathering. From grand and junior ballrooms to intimate spaces and an elevated pool deck, Omni Frisco Hotel’s 24,000 square feet of meeting space provide endless opportunities for events. This multi-use campus in partnership with the Dallas Cowboys, the city of Frisco and Frisco Independent School District features restaurants, retail space, entertainment venues and more. Omni Frisco Hotel is connected to The Ford Center, a 12,000-seat, domed, multi-purpose event center. The entire campus is anchored by the Dallas Cowboys World Headquarters, which houses office space and the practice facility for the Dallas Cowboys and the Dallas Cowboys Cheerleaders. Located 20 minutes north of downtown Dallas and 25 minutes from both DFW International and Love Field Airport, the Omni Frisco Hotel features a bevy of amenities including Neighborhood Services, a restaurant featuring honest food and drink in the American tradition. Discover our luxury boutique, Charlotte Jones Collection featuring local designers, a chic coffee and wine bar in the lobby and an elevated pool bar and grill, The Edge, overlooking the 91-acre entertainment district dubbed The Star. The upscale Omni Frisco Hotel embodies true Texas charm and sophistication. Staying true to Omni’s local color, this luxury hotel captures the energy and future of this vibrant North Texas city.

Overview

Ensure that all Group bookings are handled and processed efficiently and correctly, through consistent interactions with the Sales & Convention Services Departments. To assist the Reservations Manager and Director of Revenue Management in managing the department’s day to day activities.

Responsibilities

• Review group blocks for cut off date extensions, and ensuring the group blocks are created and monitored correctly prior, during, and post the groups dates.
• Attend weekly group pick-up meetings
• Run group arrivals lists daily for future arrival dates, and no-show reports daily.
• Check for duplicate reservations – by calling all multiple same name reservations to ensure accuracy of guest names, and any special requests.
• Check for group reservation errors – and contact caller of the reservation or group contact accordingly to obtain and verify information.
• Report to the Reservations Manager and the Director of Revenue Management.
• Work with the Convention Service Manager and Group Clients with group rooming lists, reservation changes, and group billing – according to contract and email history.
• Complete Group Commission Report, after group’s departure.
• Monitor room type availability daily.
• Monitor non-guaranteed reservations daily, and contact caller of reservation if needed. You will be responsible for canceling the reservation when required.
• Create and maintain group & transient room blocks. Ensure all reservations have correct billing, and all other necessary information.
• Complete competition rate analysis as needed.
• Take in-house reservations calls from customers and OmniRez agents requesting on property assistance or any and all other calls pertaining to room reservations.
• Monitor Internet and FIT bookings, availability, and billing. Completing commission payment requests accordingly.
• Assist in completing all VIP and internal reservations, communicating any issues to Reservation Manager or OmniRez HelpDesk Supervisor.
• Assist in completing all fax and email reservations.
• Research outstanding Travel Agent Commissions for groups.
• Research and charge for all no-shows, cancelations, and deposits.

Qualifications

• Knowledge of four-diamond / four-star customer service standards
• Previous experience in a Luxury Hotel Customer Service / Reservations (strongly preferred)
• Experience with Delphi, Opera ORS, and Opera PMS (strongly preferred)
• Previous experience using passkey, nomadixcms, and iMeeting planner app (preferred)
• Proficient computer skills on Microsoft Office, Excel, and Word
• Excellent and professional communication skills
• Highly detailed, and able to maintain excellent organizational skills – while working in a fast pace environment.
• Ability to multi-task while working on up to 50-60 future groups.

EEOC is the Law Poster

Omni Hotels & Resorts does not discriminate on the basis of any protected category with respect to the payment of wages.

Omni Hotels & Resorts Is An Equal Opportunity/AA/Disability/Veteran Employer. The EEO Is The Law Poster Is Available Using The Following Link