Reservations - Group Rooms Coordinator

Omni Hotels & Resorts; Asheville (NC); On-site; USD 42,000 - 54,000; Full time

Job summary

Omni Grove Park Inn & Spa in Asheville, NC, is seeking a Reservations Specialist to ensure efficient handling of group bookings in collaboration with Sales & Convention Services. Responsibilities include reviewing block cut-off dates, generating arrivals lists, verifying guest names, coordinating with group contacts, and maintaining billing accuracy.

Knowledge of luxurious service standards and Opera PMS is essential.

Qualifications

• Experience in Luxury Hotel Customer Service or Reservations.
• Experience with four-diamond/four-star standards.
• Strong attention to detail in a fast-paced environment.
• Ability to multi-task with 50-60 future groups.

Responsibilities

• Review group blocks for cut-off date extensions and ensure blocks are created and monitored correctly.
• Attend weekly group pick-up meetings.
• Run group arrivals lists daily for future arrivals and no-show reports.
• Check for duplicate reservations by calling all duplicate names to verify information.
• Check for group reservation errors and contact the caller or group contact for accuracy.
• Report to the Reservations Manager and the Director of Revenue Management.
• Coordinate with the Convention Service Manager and Group Clients on group rooming lists and changes.
• Complete Group Commission Report after the group's departure.
• Monitor room type availability daily.
• Monitor non-guaranteed reservations daily and cancel as needed.
• Create and maintain group and transient room blocks and ensure billing accuracy.
• Complete competition rate analysis as needed.
• Handle in-house reservations calls from customers and OmniRez agents.
• Monitor Internet and FIT bookings, availability and billing; process commission requests.
• Assist VIP and internal reservations and communicate issues to the manager or HelpDesk.
• Assist with all fax and email reservations.
• Research outstanding Travel Agent Commissions for groups.
• Research and charge for no-shows, cancellations, and deposits.

Skills

Luxury service standards

Reservations experience

Delphi

Opera PMS

Microsoft Office

Excel

Word

Communication skills

Organizational skills

Multi-tasking

Tools

Delphi

Opera PMS

Opera ORS

Job description

Omni Grove Park Inn & Spa

The AAA Four-Diamond Omni Grove Park Inn & Spa is noted for understated elegance and southern charm; ten U.S. Presidents and countless luminaries from the worlds of art, entertainment, sports and politics have stayed at this hotel. The property offers sweeping views of the Blue Ridge Mountains, delectable restaurants, a Donald Ross golf course, tennis and fitness center, award winning spa and spacious convention facilities.

Omni Grove Park Inn and Spa's associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, along with the pride that comes from working for a company with a reputation for exceptional service. We embody a culture of respect, gratitude and empowerment day in and day out. If you are a friendly, motivated person, with a passion to serve others, the Omni Grove Park Inn & Spa may be your perfect match.

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, when asked

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)
• 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.

Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster is available using the following link: 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.