What are the responsibilities and job description for the GROUP RESERVATIONS COORDINATOR position at MDM Group Marriotts?
Location: JW Marriott Miami | 1109 Brickell Ave, Miami Florida 33131 USA
Belong
• Be a part of an inclusive environment
• Be your authentic self
• Be a part of something bigger than you
• Be a part of a community far beyond our walls
You deserve a career that fulfills your purpose. You deserve to dream without limits. Be a part of something bigger than yourself. Be inspired by what’s possible and discover your own future. Begin your purpose, belong to a community, and become the best version of you.
Compensation: Hourly
Schedule: Full-Time
Position Type: Non-Management
Work setting: on-site
Benefits
- Health Insurance
- Dental and Vision
- Paid Time Off
- 401K
- Parking and Metro Reimbursement
- Travel Perks and Benefits
- Recognition and Rewards
- Growth Opportunities
- Holiday pay
- Free Meals
- Free uniforms
- Free life insurance
- Free short-term disability
- Exclusive Discounts via LifeMart
- …and much more!
Job Summary:
In charge of inputting in the system all group sales contracts, group rooming lists and facilitates the reservation process for call-in groups. Communicates relevant information pertaining to groups with all departments involved and ensures accurate group billing. Responsible for maintaining inventory accuracy and system availability for transient and group reservations. In charge of processing all reservations requests received by phone, email or fax. Reconciliation of the different systems. Supports the revenue manager by updating reports and managing the day-to-day operations of the Revenue office.
Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
Job Family Core Work Activities
Policies and Procedures
- Protect the privacy and security of guests and coworkers.
- Maintain confidentiality of proprietary materials and information.
- Follow company and department policies and procedures.
- Perform other reasonable job duties as requested by Supervisors.
Guest Relations
- Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
- Address guests' service needs in a professional, positive, and timely manner.
- Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
- Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
- Thank guests with genuine appreciation and provide a fond farewell.
- Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
- Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
- Talk with and listen to other employees to effectively exchange information.
Communication
- Speak to guests and co-workers using clear, appropriate and professional language
Working with Others
- Support all co-workers and treat them with dignity and respect.
- Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
Quality Assurance/Quality Improvement
- Comply with quality assurance expectations and standards.
Physical Tasks
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Group Coordination Services
- Input all groups contracts into the reservation system and PMS.
- Follow up on groups cutoff dates and manage group inventory.
- Input rooming lists and process requested changes.
- Ensure appropriate billing of group reservations.
- Communicates with sales, events, accounting and Front Desk to ensure the accuracy of the reservations and information about the groups.
- Update the different systems to ensure parity.
- Manages the transient inventory (room types)
- In charge of processing commissions.
- Reporting (STR report, daily Revenue Tool…)
Reservation Processing
- Inform guests of rules and regulations regarding qualifying rates (e.g., government and special corporate rates and discounts).
- Input and access data in reservation system by entering correct information into proper fields, including Marriott Rewards number, and asking for travel agency IATA and FIT numbers (i.e., flags, comments, guest messages).
- Verify availability of room type, rate, and occupancy before confirming any reservations.
- Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
- Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system.
Education:
High school diploma/G.E.D. equivalent
Related Work Experience:
No related work experience is required
Supervisory Experience:
No supervisory experience is required
License:
N/A
Our Mission
We provide genuine hospitality by inspiring strong relationships with our guests, associates, and partners to make a difference in our community.
Our Vision
To be the leading choice in Miami by welcoming guests from all over the world, offering fun, innovative, and unique hotel experiences while developing our communities.
Our Core Values
We Inspire People
We Embrace Innovation
We Pursue Accountability
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E-VERIFY
MDM Hotel Group participates in the Electronic Employment Eligibility Verification Program.
MDM Hotel Group is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. MDM Hotel Group does not discriminate based on disability, veteran status, or any other basis protected under federal, state, or local laws.