Job Description

Ideal candidates will have strong communication and organizational skills, have a minimum of 2 years of experience working in hotel front office operations, and experienced working in a high call volume setting. Hilton brand experience preferred. Flexible Schedule required.

To work in conjunction with the Convention Service Managers and Sales Managers to coordinate all aspects of Group room blocks at the point
of turn over from the Sales Department. This position will assist with accurately and efficiently entering FIT/Wholesale reservations into the PMS to maximize revenue within the hotel revenue strategy. This position will also assist with accurately and efficiently setting up the house up for a successful day of operations through pre-blocking, traces, and upgrades.

ESSENTIAL DUTIES

• Answer telephone promptly and courteously. Enter guest reservations into the computer system quickly and accurately segmenting reservations into the appropriate category while using the hotel's selling strategy and knowledge of all rates, package plans, and hotel services; to close out, sell and upsell the hotel as appropriate.
• Maintain a working relationship with the Convention Services, Sales, and Front Office departments. Must be knowledgeable in regard to the credit policies, room types/area blocking, cancellation policies, and blocking group suites.
• Ensure the following group functions are completed in an accurate and timely fashion:
  • Create and maintain an organized file folder for each group to contain contracts, amendments, rooming lists, pickup, email communication, billing information, etc. Communicate relevant information with Conventions Sales Managers and Front Desk on any changes or amendments.
  • Build Group room blocks and verify blocks are accurate between PMS and the GRC, by conducting weekly audits between PMS and GRC (Delphi)
  • Manage all group room block inventories, prepare and forward pick-up reports to relevant department head and team members
  • Build and manage Group Masters accurately
  • Responsible for receiving and entering rooming lists into the PMS accurately for each group, prior to their cut-off date.
  • Set up accurate billing for each group; coordinate with Convention Sales Managers and Accounting to ensure correct billing and routing are in place for all Group reservations and communicating information to accounting. Keep credit card deposits up to date.
  • Ensure all upgrades, staff, and comps are blocked accordingly. Responsible for blocking all group suites and VIP’s.
  • Perform post-event audits when designated and complete Group Pickup form with requested details and forward to appropriate department (listed on form)
  • Read the Group Resumes and Daily Function Sheets; Ensure that all Group VIP, staff rooms, and suites are blocked consistent to the Group Resume. Communicate and investigate discrepancies.
  • Review Group No-shows with DORM on a daily basis; process No Show charges or reversals as necessary
  • Monitor cut off dates and communicate in the Group Pick-up meeting prior to that date to the Convention Service Managers
  • Assist Convention Service Managers on overflow situations
  • Attend weekly Group pick-up, resume meetings, and pre-convention meetings; prepare and communicate pick-up reports and rooming lists for each meeting
  • Create, print and maintain group breakfast coupons
• Assist with the following reservation functions to ensure they are completed in an accurate and timely fashion:
  • Assist with entering FIT/wholesale reservations into the PMS efficiently and accurately into the appropriate SRP while using the hotel's selling strategy and knowledge of each FIT/Wholesale contracted rates, premium rates, blackout dates, and promotions.
  • Maintain a working relationship with the FIT/Wholesale contracting manager.
  • Maintain knowledge of each FIT/Wholesale account contract in regard to the payment policies, room types, lead times, cancellation policies, and confirmation procedures
  • Entering confirmation or cancellation to each respective FIT/wholesale account, whether by extranet, email, phone, or fax
  • Maintain knowledge of all FIT allotments and inventories and notify Manager when an account is requesting above allotment or exceeded allotment
  • Communicating with Front Desk on status of FIT/wholesale information (i.e. create binder for FIT/Wholesale account information)
  • Assist Accounting with investigating billing discrepancies
  • Maintain organized, accurate history of reservation requests, responses, cancellations, amendments
• Assist the Front Office with preparing the house in an accurate and timely fashion:
  • Review arrivals for the day; block rooms for VIP’s, Special Service Request codes, and Comments.
  • Use arrivals report to review Special Service Request rate codes, Package rates, and coupons. Ensure blocking is done for all Special Service Requests.

• Assign Show Rooms; communicate to various departments such as Housekeeping, Engineering, Sales, & Front Desk

• Monitor Housekeeping status throughout the day for blocked VIP, Special Service Request, and Suite rooms
• Ensure special blocking is complete for future dates/days (days prior to arrival date)
• Check the Comments Report for room changes, late check-outs, and informational messages
• Check in-house guest list with an Arrival Report to identify stayovers; run Local Tracking Validation report to ensure market segment tracking is accurate for both transient and group reservations
• Enter Contract (airline) rooming lists into the PMS, block rooms, pre-key and check in

• Manage Nor1 upgrade program, effectively action upgrade requests
• Respond and action OTA guest messages

• Maintain an awareness of general hotel availability at all times
• Maintain a working knowledge of Convention Services, Sales, and Front Office areas, credit policy, different room types and hotel services

QUALIFICATIONS/SKILLS

• Must have excellent communications skills in terms of the ability to negotiate, convince sell, and influence potential hotel guests
• Ability to operate computer reservation systems
• Fluency in second language is desirable
• Must be flexible enough to work any shifts including evenings, weekends and holidays

EDUCATION AND/OR EXPERIENCE

• A minimum of one to three years of hotel front office and/or reservations experience required

LANGUAGE SKILLS

• Must speak the English language fluently and other language skills (optional).