Group Room Reservations Coordinator

The Boca Raton; Boca Raton (FL); On-site; USD 32,000 - 52,000; Full time

Job summary

The Boca Raton is seeking a detail-oriented reservations coordinator to oversee in-house leisure and group reservations, ensuring accurate room blocks, timely deposits, and smooth guest experiences. You will work closely with Sales, Member Services, and the Experience Center to answer inquiries and optimize revenue while maintaining excellent service.

Responsibilities include auditing reservations daily, managing corporate and leisure groups, handling third-party bookings, and preparing

Qualifications

• High school graduate or equivalent required.
• Ability to manage multiple customer and operational tasks under time-sensitive deadlines.
• Excellent guest-service orientation and communication skills.

Responsibilities

• Daily audit of reservations and processing deposits, no shows, and cancellations.
• Manage groups and inventory, prepare reports and communication with planners and attendees.
• Assist guests via phone, email, and experience center with reservation inquiries.
• Support Sales, Member Services, and Guest Services with reservation questions.

Skills

Guest service excellence

Multitasking

Professional communication

Team collaboration

Problem solving

Education

High school diploma or equivalent

Tools

Opera PMS

Passkey

SynXis

Outlook

Excel

Word

Job description

The ideal candidate will oversee the efficient operation of the in house leisure & group reservations efforts in selling and managing of guest rooms, to accommodate guests and members, while maximizing revenues.

Essential Functions

Job duties include, although are not limited to:

• Daily audit of reservations through multiple reporting capabilities. Look for special requests, coding issues, billing requirements, and modifications. Processing of daily deposits, no shows and cancellations
• Manage corporate, association, SMERF, and leisure groups, to include management of inventory blocks, monitoring group pick up, input & management of rooming lists (when required), ongoing communication with planner, reports (as required and needed), communication with attendees (as needed), optimizing house set up, attendance at Pre Con, and preparation of post convention statistics.
• Review & audit third party reservations, ensuring accuracy in rates, categories and billing set up
• Answer calls, return e-mails & voicemails, and provide overall assistance to guests who are seeking to book reservations, by providing superior property knowledge. Includes providing support Experience Center, who are seeking additional information on behalf of guests. Also includes assisting other departments, such as Sales, Member Services, and Guest Services, with reservation related questions
• Assist Travel Partners, and potential long-term stay prospects, by providing superior knowledge, appropriate rate options, and room tours (when necessary)
• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
• Perform other duties as required by Director of Revenue Management, Asst Director of Revenue Management, Experience Center Manager or Convention Reservation Manager
• Assist with Experience Center and Guest Services operations, as needed.
• Attend scheduled meetings, as required, to support business operations, such as group pick up meetings, weekly operations meeting and sales meeting
• Maintain a good working relationship with other departments, associates and guests
• Assist and prepare reports, as needed
• Complete training courses, as required
• Keep work area clean & organized

Internal Relationships

Reports to Revenue Management and Sales

External Relationships

Has regular contact with Experience Center, Guest Services, Convention Services and Accounting.

Qualifications

• Ability to handle multiple customer and operational demands with a high degree of professionalism, operating often with time sensitive deadlines
• Ability to use time management skills to complete tasks timely, meeting required deadlines
• Interpersonal skills to provide overall guest satisfaction for internal/external guests
• Ability to work under pressure and deal with stressful situations during busy periods
• Skilled with the use of multi-line telephones and with voice mail
• Proficient in the use and operation of computer systems: Word, Excel, and other systems (Outlook, and other relevant programs)
• Able to master PMS Opera, Passkey, SynXis, and other operational channels.
• Excellent communication skills to include the ability to read, write, and speak the English language to fully comprehend guest requests, memos, proposals, general correspondence and similar written materials
• Ability to access, read and accurately input information using a moderately complex computer system
• Ability to effectively deal with both, internal and external customers, some requiring high levels of patient, tact and diplomacy. This involves listening to the nature of the concern, demonstrating empathy with the customer, and providing positive and proactive solutions

Education/Experience Requirements

• High school graduate or equivalent required.

Physical Requirements

Lifting 50 lbs. maximum with frequent lifting and carrying of objects weighing up to 25 lbs. It requires walking or standing to a significant degree, as well as reaching, handling, feeling, talking, hearing, and seeing.
In the United States, we are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.