Group Rooms Coordinator

Omni Hotels & Resorts; Richmond (VA); On-site; USD 38,000 - 52,000; Full time

Job summary

Omni Hotels & Resorts in Richmond, VA seeks a Group Rooms Coordinator to ensure group bookings are processed efficiently and accurately, coordinating with Sales, Convention Services, Reservations, and Revenue Management.

You will review blocks, attend meetings, run arrivals lists, verify guest names, manage non-guaranteed reservations, and handle group billing and commissions while maintaining high service standards.

Qualifications

• Knowledge of luxury hotel service standards (4‑diamond/4‑star).
• Experience in Luxury Hotel Customer Service / Reservations preferred.
• Proficient with Delphi, Opera ORS, and Opera PMS.
• Experience with Passkey, Nomadix CMS, and iMeeting Planner app preferred.
• Proficient with Microsoft Office (Excel/Word).

Responsibilities

• Review group blocks for cut-off date extensions and monitor blocks before, during, and after dates.
• Attend weekly group pick-up meetings.
• Run group arrivals lists daily for future dates and no-show reports.
• Check for duplicate reservations by calling multiple same-name bookings to verify guest details.
• Check group reservation errors and contact the caller or group contact to verify information.
• Report to Reservations Manager and Director of Revenue Management.
• Collaborate with Convention Service Manager and Group Clients on group lists, changes, and billing as per contract and email history.
• Complete Group Commission Report after the group’s departure.
• Monitor room type availability daily and non-guaranteed reservations, contacting callers as needed.
• Create and maintain group and transient room blocks with accurate billing information.
• Complete competition rate analysis as needed.
• Handle in-house reservations calls from customers and OmniRez agents.

Skills

Four-diamond service standards

Excellent communication

Strong organizational skills

Group multi-tasking (50–60 groups)

Tools

Delphi

Opera ORS

Opera PMS

Passkey

Nomadix CMS

iMeeting planner

Microsoft Office

Excel

Word

Job description

Group Rooms Coordinator

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.