Group Sales Coordinator

Job Description Summary
To ensure through constant interaction with Sales Department, Convention Service Managers and Group Meeting Planners that all group bookings are handled and processed efficiently to meet the needs and exceed the expectations of group meeting attendees. This position will function as a personal concierge, personal service manager and main hotel contact after the sales person has finalized the group. This will include VIP arrangements, upselling of room types for special clients, processing changes and cancels to group blocks, coordinating billing instructions and communicating pertinent information to both the Front Office and Sales Department.
Job Description

• Courteously handle incoming calls using good listening and communication skills to secure information necessary to complete a reservation. Use proper phone etiquette.
• Understand the selling strategy for the hotel by knowing the status of room inventory and follow it closely to ensure that reservations are accepted for the correct rates and dates.
• Aggressively sell hotel rooms to maximize transient room revenue using upselling and yield management techniques per company policy.
• Enter accurately into the computer system all reservations received from the telephone, Sales/Catering Department, mail and direct guest contact.
• Attend pre-convention meetings as requested by Convention Services team. This may include meeting with group contact upon arrival to hotel to assist where necessary with the group.
• Process rooming lists accurately. Process all changes and cancellations for group reservations. Prepare group guest lists prior to arrival. Ensure billing is setup properly. Assign concessions listed in the contract (i.e. staff, vips, updgrades, etc.)
• Control and block rooms as well as pre-blocks for special groups.
• Ensure that all reservations transferred to PMS or front office system are accurate.
• Maintain accurate logs of suites and special requests and ensure that requests are blocked in PMS or front office system.
• Possess knowledge of the hotel layout, facilities, and special services offered.
• Communicate with staff, clients and guests with dignity and respect.
• Effectively deal with guest concerns in a friendly and positive manner. This involves listening to the nature of the concern, demonstrating empathy with the customer and providing positive and proactive solutions. Investigate/troubleshoot guest complaints, then reports findings/resolution to the proper department head or manager.
• Secure all required information to ensure that the clients will have a reservation suited to their specifications and a pleasant stay.
• Handle turnovers of groups by utilizing turnover checklist.
• Handle history requests, final pickup reports for clients, commissions and attrition forms.
• Process and handles group reservations, group rooming lists and single reservation requests by inputting data into the reservations system.
• Possess knowledge of the procedures for entering, blocking, forecasting, filing, and canceling group bookings.
• Enter and code reservations in order to process all reservation transmissions, changes, and cancellations.
• Understand the hotel policy on guaranteed, no show, 4:00 pm reservations and overbooking.
• Monitor and analyze rooms inventory to maximize occupancy and increase average rate. This includes monitoring of group blocks, determining cut off dates and rate restrictions.
• Calculate and prepare rooms reports to determine sources of business using various computer systems.
• Apply advance deposits for future reservations that require an advance deposit.
• Review set up in system of each group arriving in advance.
• Maintain and organize files, work areas, and office equipment.
• Maintain a trace system and utilize all office automation procedures and capabilities.
• Build solid relationship with your Colleagues
• Treat colleagues with respect and dignity
• Other duties and responsibilities may be assigned. The employee is expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description.
• Deliver Passionate & Engaging Service to our Guests

• You will be passionate and truly engaged in taking care of our guests, recognizing individual guests and anticipating their unique needs in order to exceed their expectations
• You will consistently deliver our GUEST model:
  • G reet or welcome everyone, warmly with a smile
  • U se eye and ear contact and guest's name
  • E stablish/anticipate needs
  • S olve and own all requests/complaints
  • T hank everyone

Additional Job Information/Anticipated
Pay Range
Qualifications and Skills
A candidate for this position must possess the following applicable knowledge, skills and abilities and be able to demonstrate and provide applicable examples to support his/her competency.

• Excellent reading, writing and oral proficiency in the English Language
• Strong verbal communication skills
• Excellent time management skills & ability to multi-task
• Working knowledge of Microsoft Word, Publisher and Excel computer programs
• Ability to be fully versed in all banquet space, facilities & capabilities of competitive set
• Ability to learn computer programs for booking catering groups, checking availability, creating banquet event orders, printing rooming lists and group pickup reports
• Ability to handle special projects in addition to daily tasks
• Ability to keep all supplies up to date and ordered
• Ability to respond to walk in inquiries
• Ability to work independently and complete assigned tasks
• Ability to assist guests in the absence of the manager
• Knowledge of Opera, Passkey, Delphi, PMS systems and internet software preferred

Education and/or Experience
Prior experience in an office coordinator/assistant role or hotel experience; college degree a plus
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to stand, walk, use hands to finger, handle or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl and talk or hear. The employee must occasionally lift and/or move up to 25 pounds.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate to loud.
Benefits
Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:

• Medical, Dental and Vision Insurance
• Health Savings Account with Company Match
• 401(k) Retirement Plan with Company Match
• Paid Vacation and Sick Days
• Sonesta Hotel Discounts
• Educational Assistance
• Paid Parental Leave
• Company Paid Life Insurance
• Company Paid Short Term and Long Term Disability Insurance
• Various Employee Perks and Discounts
• Hospital Indemnity
• Critical Illness Insurance
• Accident Insurance

Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.