Reservations & Group Rooms Coordinator

Innisbrook Resort; Palm Harbor (FL); On-site; USD 32,000 - 48,000; Full time

Job summary

Innisbrook Resort in Palm Harbor, FL is seeking a Reservations & Group Rooms Coordinator to manage group and leisure reservations across telephone, email, internet, rooming lists and in-house requests.

You will enter details into the PMS, handle deposits, and confirm arrangements with guests while coordinating with Sales, Conference Services, Accounting, Front Office, and group contacts to ensure seamless guest satisfaction.

Qualifications

• Requires good communication skills, both verbal and written.
• Analytical approach to problem solving.
• Ability to communicate effectively with internal and external customers.

Responsibilities

• Process and manage group rooming lists, faxes, memos and emails with attention to contracts and housing arrangements (group blocks).
• Provide clear written and verbal directions to Reservations staff; communicate revisions or cancellations to Reservations Manager.
• Review resumes to ensure accuracy of information; attend weekly resume meetings.
• Monitor group room block pickup; participate in weekly pickup meetings and pre-convention meetings as needed.
• Process deposits on group postings and individual reservations; make confirmations and issue literature upon request.
• Answer incoming calls and emails; upsell and provide hotel information and area guidance to guests.
• Enter reservations from various channels into the PMS and maintain accurate room and rate info across sources.

Skills

Communication

Client service

Problem solving

Sales/up-selling

Education

High School diploma

Tools

Microsoft Word

Outlook

Excel

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Reservations & Group Rooms Coordinator

Reservations Full Time Revenue Management Innisbrook Resort, Palm Harbor, FL, US

POSITION OBJECTIVE

Ensures accurate and efficient handling of all group and leisure room reservations across multiple channels, including telephone, email, internet, rooming lists, and in-house requests. Responsible for correctly entering all reservation details into the Property Management System (PMS), including special arrangements such as routing, housing, rooming requirements, and confirming details with guests. Maintains a positive and professional liaison with Sales, Conference Services, Accounting, Front Office, group contacts and leisure guests to ensure seamless coordination and complete guest satisfaction.

ESSENTIAL JOB FUNCTIONS

• Accurately process all group rooming lists, cards, faxes, memos and e-mails, with emphasis on adherence to contractual housing arrangements, special billing and room requirements as stipulated in group contracts, booking recaps and resumes.
• Communicate effectively both verbally and in writing to provide clear direction to the staff as needed. Assign and instruct Reservations agents regarding specific details of handling group reservations, via rooming list or direct call in. Communicate any revisions or cancellations pertaining to group room blocks to the Reservations Manager.
• Review all group resumes to ensure that all pertinent information is appropriately entered. Attend weekly resume meetings to verify accuracy of information.
• Regularly review group room block pickup and actively participate in weekly pickup meetings to monitor performance, identify trends, and support strategic decision making. Attend pre-convention meetings as the official representative of Reservations department as needed.
• Process advanced deposits on group posting master account as well as individual reservations.
• Answer all incoming calls in a friendly and efficient manner. Provide guests with the requested information concerning the hotel and its services as well as the surrounding area. Obtain the necessary information from the guests and enter it into the PMS computer system. Must be effective in sales, up-selling and follow-up.
• Process all incoming reservations received via phone, email, internet, rooming lists, mailed or in-house correspondence, housing bureau forms, or facsimiles. Email or regular mail confirmations and literature requests. Reply via email, facsimile or mail when requested.
• Maintain applicable information in Revinate, ensuring information is accurate and calls are coded correctly.

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the requirements of the hotel:

• Block special request reservations, VIP reservations, and/or group assignments.
• Maintain and organize both hotel and guest information, whether on computer or regular file system.
• Answer questions concerning reservations for employees of other departments including but not limited to Front Office, Sales, Convention Services, and Executive Office.
• Maintain a clean and well-organized workstation.
• File daily reservations and other correspondence.

EDUCATION/EXPERIENCE

High School diploma or equivalent. One year of Reservations Agent experience preferred.

REQUIREMENTS

• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Requires good communication skills, both verbal and written.
• Complete knowledge of hotel rooms and meeting related services available to guests.
• Ability to communicate effectively with internal and external customers exercising patience, tact and diplomacy.
• Must possess basic computational ability.
• Must possess proficient computer skills, including, but not limited to, Microsoft Word, Outlook and Excel, as well as internet.
• Operate Internet Reservation service and Property Management Systems for the purposes of creating, changing, pre-blocking and canceling reservations. Maintain room and rate integrity on all online booking sources as well as Call Center.
• Comprehension of the reservation sales process.
• Analytical approach to problem solving.

PHYSICAL DEMANDS

• May be required to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form to deal with problems involving several concrete variables in standardized situations.
• Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.
• Must be able to sit at a desk for up to 8 hours per day.
• Must be able to stand and/or walk for up to 8 hours per day.
• Must be able to lift up to 15 lbs. occasionally.
• Requires grasping, writing, typing, standing, walking, repetitive motions, listening and hearing ability and visual acuity.
• Talking and hearing occur in the process of communicating with others.
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Requires manual dexterity to use and operate all necessary equipment.
• Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, computers, multi-line phones, filing cabinets, photocopiers and other office equipment as needed.

WORK ENVIRONMENT

• Must be able to work effectively in a stressful environment, communicate with others, effectively deal with customers and accept constructive criticism from peers.
• Must be able to change activity frequently and cope with interruptions.

Must be willing comply with all reasonable work instruction, Company policies and departmental procedures, as well as proper requests or instructions given by your Supervisor or other Management personnel.