What are the responsibilities and job description for the Call Center Group Coordinator position at Meruelo Group?
SUMMARY
This position is responsible for processing all reservation requests, changes, and the cancellations for meeting planners, group clients and guests associated with a group. Communicate information regarding designated VIP reservations, accommodate and document any special requests for a group.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Acts as key liaison between Sales/Convention Service Managers, group contacts, and meeting planners to ensure all guest requests and group needs are met in a timely manner.
- Ability to communicate with the Marketing department in regards to assisting with building and maintaining all casino related hotel offers.
- Assist in entering rooming list requests for the Entertainment department and coordinate check in procedures for the Front Desk team.
- Maintains current knowledge and familiarity with all hotel services, features, and local attractions to respond to guest inquiries.
- Assists Management with property specific enhancements, such as new room types, name changes of room types, resort fee changes, sales and promotions.
- Ensures all room/suite inventory allocation and guidelines are monitored and adhered to in accordance with established policies and procedures
- Works with Lead Group Coordinator to manage group blocks, ensuring all room/suite inventory allocation and guidelines are monitored and adhered to in accordance with established policies and procedures
- Provides additional operation information to the Call Center and Front Operations, gathered from Sales/Convention Service Managers, group contacts, and meeting planners.
- Works with Front Desk Group Coordinator to ensure all avenues of information stay open and all group needs are met and clearly defined
- Assists in all corporate reservations/changes/cancellations
- Assist in all condo guest reservations/changes/cancellations.
- Reviews sales contracts for any clauses or special requests outside of established departmental parameters, communicating all pertinent information directly impacting management of the group and/or hotel revenue.
- Attends group pre-conference meetings and pre-planning meetings with clients and property management when requested.
- Assist with daily preparation of all managerial reports used for tracking and analysis.
- Work with internal and external customers to provide optimal guest service. This includes contact with various departments in an effort to provide/obtain pertinent information needed to ensure proper guest service is provided.
QUALIFICATIONS
At least 2 years previous hotel reservation experience required. 2 years minimum practical experience; any combination of education, training, or experience that provides the required knowledge, skills, and abilities.
EDUCATION
Any combination of education, training, or experience that provides the required knowledge, skills, and abilities.
LANGUAGE SKILLS
Excellent communication skills both written and oral. Must possess interpersonal skills to deal effectively with business contacts and employees at all levels of the company. Must possess a strong attention to detail and presentation skills.
Results oriented, hands-on professional with the ability to deal effectively and interact well with the customers and employees. Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, percent, and to create and interpret bar graphs.
REASONING ABILITY
Ability to define problems, collect data, establish facts and draw valid conclusions through decisive judgment. Ability to interpret and follow through on a variety of instructions furnished in written, oral, diagram or schedule form.
OTHER QUALIFICATIONS
Preferred proficiencies in Microsoft Office Products: Word, Outlook, and Excel. Flexible to work all shifts including holidays, nights, weekend hours and overtime as business needs dictate. Preferred to have knowledge of hotel based systems- AS400 and HotSOS.
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: must be able to maintain physical stamina and proper mental attitude to work under pressure in a fast-paced, casino environment and effectively deal with customers, management, employees and others. Is regularly required to sit; stand; walk and move through all areas of the casino; speak and hear; use hands to finger, handle, or feel. May reach with hands and arms above shoulder level; bend/stoop, squat, balance, kneel, lift and push/pull. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance visions, color vision, peripheral vision, depth perception, and ability to adjust focus.
