Group Rooms Coordinator

Omni Hotels & Resorts; Los Angeles (CA); On-site; USD 42,000 - 62,000; Full time

Job summary

Omni Hotels & Resorts in Los Angeles is seeking a Group Rooms Coordinator to ensure efficient handling of group bookings. You will work with Sales, Convention Services, Catering, and other teams to maximize revenue and guest satisfaction.

The role requires experience in luxury hotel reservations, strong communication, and excellent organization in a fast-paced environment. Significant interaction with group clients and internal departments is expected.

Qualifications

• Experience in Luxury Hotel Customer Service or Reservations is strongly preferred.
• Proficient with Delphi, Opera ORS, and Opera PMS.
• Strong Microsoft Office, Excel, and Word skills.
• Excellent, professional communication and highly detailed with strong organization.

Responsibilities

• Review group blocks for cut off date extensions and monitor blocks pre-, during and post dates.
• Attend weekly group pick-up meetings.
• Run daily group arrivals lists and no-show reports.
• Check for duplicate reservations and verify guest names and requests.
• Contact callers to verify information and correct group reservations.
• Coordinate with Convention Service Manager and Group Clients on group rooming lists and billing per contract.
• Complete Group Commission Report after the group’s departure.
• Monitor room type availability and non-guaranteed reservations daily.
• Create and maintain group and transient blocks with correct billing.
• Research and handle travel agent commissions, no-shows, cancellations and deposits.
• Assist Conference Services and Catering teams as needed.
• Take in-house reservations calls for on-property assistance.
• Monitor Internet and FIT bookings, availability, and billing.
• Assist VIP and internal reservations and report issues.
• Assist with all fax and email reservations.

Skills

Customer service

Communication

Multitasking

Group bookings coordination

Organization

Tools

Delphi

Opera PMS

Opera ORS

Microsoft Office

Excel

Job description

Overview

The Group Rooms Coordinator ensures that all group bookings are handled and processed efficiently and correctly, through consistent interactions with the Sales & Convention Services Departments. In addition, in this role works closely with the hotel's Catering Sales & Conference Services Managers to assist in providing exceptional guest experience and maximizing hotel revenue opportunities.

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.
• 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 OmniRezHelpDesk 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.
• Assist Conference Services and Catering team as assigned.

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)
• 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.