Group Coordinator

1 week ago

Vancouver, Canada Pan Pacific Vancouver Full time

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**KEY RESPONSIBILITIES**:
**The key responsibilities of the Group Reservations Coordinator include but are not limited to**:
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- Provides superior service for all guest calls; answers internal and external phone promptly, professionally with a friendly greeting & identifying self; addresses guest by name and uses callers name minimum 3 times per call
- Enters guest reservation details into Opera system; reviews and sends written confirmation to the guest
- Completes reservations and other duties in an efficient and accurate manner; offers further assistance within the hotel Services and facilities to all callers; promotes Hotel facilities to guests through selling and up-selling
- Answers guest requests (letters, fax, E Mails) within 24 hours; attends departmental meetings.
- Assists in emergency situations; manages guest complaints and directs guest complaints to appropriate Department Head/Duty Manager; reviews and actions group resume from Sales Department.
- Communicates and exchanges information with Hotel Sales Department, Revenue Department and Front Desk.
- Maintains department equipment and reports equipment loss or damage to Supervisor.
- Liaises with Group Contacts as directed by Sales / Catering Managers. Acts as the point of contact for small room groups.
- Reviews and balances the hotel’s room inventory (Groups & House) in the property management system on a daily basis.
- Prepares and attends room utilization reports and attend weekly interdepartmental meeting to present and discuss.
- Works with Sales and Catering teams to prepare informational documents (group resumes) and submits them to all concerned departments including Front Desk, Bell Services, Housekeeping, Accounting, and Food and Beverage Outlets.
- Performs Tour administration responsibilities as assigned. This involves; evaluating requests from Tour groups, inputting rooming lists, setting up billing & communicating directly with tour Sales Manager.
- Understands the need and willingness to work in other related departments during peak periods as required (i.e. Front Desk).
- Maintains professional business confidentiality as required.
- Performs other duties as required.

**COMPETENCY PROFILE**:

- Knowledge of Hotel protocols; uses a friendly, professional telephone manner and possess excellent communication skills; Knows how to respond to any reservation request; completes reservations and other duties in an efficient and accurate manner
- Must possess excellent organizational skills, time management with an ability to multitask & meet deadlines in a high-pressure work environment
- Requires long periods of sitting in front of a computer; must have demonstrated the ability to work with mínimal supervision
- Maintains highest standard of professionalism, ethics, grooming and attitude towards guests, clients and other associates; contributes an energetic and positive attitude to the hotel atmosphere

**SELECTION CRITERIA**:
**Qualifications and Technical Experience**
- 2 years previous experience in Front Office/Reservations or similar environment preferred.
- Post-Secondary education in Hospitality Management and/or Tourism & Marketing program preferred.
- Demonstrated experience in selling and the ability to upsell is required.
- Attention to Detail is essential, long periods of concentration required.
- High-volume telephone calls experience an asset.
- Proven written and verbal communication skills with demonstrated experience in producing professional documents and communications; Additional language an asset.

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