Group Housing Specialist

4 months ago

Calgary, Canada Delta Hotels By Marriott Calgary South Full time

**THE ROLE**

If you are passionate about group housing administration and reservations, wake up every day excited to work with an engaging team and leading Brand, then keep reading. Reporting to the Director, Sales & Marketing, this role will be responsible for responding to any challenges found for accommodating rooming requests by communicating with appropriate individual or department. Overseeing accuracy of room blocks and reservations. Inputting group rooming lists using reservation systems, revising room blocks to maintain the required number of available rooms, and keeping organized files of all groups. Setting up proper billing accounts according to accounting policies.

**ABOUT US**

At Delta Hotels by Marriott Calgary South we have been a part of the community for over 40 years. We pride ourselves in the experience we deliver to our guests. We work hard to live our Values daily and we are looking for someone who will take on the role of Reservations and Group Housing Agent. This person will be proactive and solution oriented. This role is full-time working 40 hours a week.

**THE DAY TO DAY**

No two days will look the same; however, your responsibilities will include:

- Actively seeks opportunities to make an emotional connection with the guest, far surpassing their expectations at every opportunity
- Strong proficiency with Marriott systems: MRDW, HPP, Opera, CI/TY
- Cross training in sales and events
- Has knowledge of the hotel’s “Key Account” base and builds and maintains professional relationships that facilitate a higher level of loyalty among these guests
- Handles all calls in a friendly, efficient and accurate manner

Use of proper telephone etiquette, answers all incoming calls politely, promptly and professionally utilizing and adhering to the Delta Call Quality Guidelines while contributing to the achievement of Reservations Index Goals
- Uses strong knowledge of the hotel, brand product and local area to help guests enjoy and extend their stay while promoting brand loyalty. Makes recommendations based on market segment/purpose of visit
- Understands room status and room status tracking
- Knows room locations and types of rooms and is familiar with all hotel amenities
- Familiar with hotel/brand website and brand programs and promotions
- Aware of daily events and their location taking place in the hotel
- Participates as a member of the Sales Team by assisting in various Sales operations.
- Attends Sales & Marketing Department and/or hotel meetings
- Processes all updates to rooming lists prior to the groups arrival
- Processes individual reservation requests coming through Sales, and Event Managers
- Processes routing for rooming list+ updating CRS/block notes
- Follows up with group block contacts regarding any reservation related issue
- Processes reservations involving gift certificate’s
- Processes inquiries/ reservations for corporate travellers coming through BT Sales Manager
- Releases rooms in group blocks once cut-off date has passed
- Handles all inquiries coming through travel agencies
- Creates group Blocks in Opera
- Processes Rewarding Events for qualifying groups
- Builds Rate Programs in Configuration and OXI
- Creates Reslink for groups reserved by Individual call-in or Rooming List template
- Creates local accounts for Catering Events
- Drives revenue by selling, up-selling, booking reservations and providing rate information to maximize occupancy and revenue
- Strives to master the room product in terms of rates, layout and physical attributes, etc., and sells to the guests needs
- Assists with obtaining competitors’ rates, occupancies, room types, and packages
- Knows and enforces cancellation procedures and policies
- Strives to fully understand market segmentation to accurately “qualify” reservations

**ABOUT YOU**

We are excited to meet you. We would like someone who has a high school diploma education. Hospitality and reservations experience is a definite asset. This role requires strong communication skills, strong MS Office and computer skills, excellent public relations skills and outstanding attitude attitude towards guest service, and ability to utilize effective selling techniques. A minimum of 3 years in a customer service environment and experience with Opera PMS is an asset.

**WHY THIS ROLE**

**Benefits**:

- Company events
- Dental care
- Disability insurance
- Discounted or free food
- Employee assistance program
- Extended health care
- Life insurance
- On-site gym
- On-site parking
- Paid time off

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- Weekends as needed

Work Location: In person

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