Reservations Group Coordinator

1 month ago

Colorado Springs, United States Garden of the Gods Resort and Club Full time
Position Purpose & Summary

Reporting to Guest Service Manager, the Reservations Group Coordinator will work with the Sales and Catering team to ensure all group contracts, release dates, room blocks, and billing are accurate and coordinate reservations for Members, Casita and Vermillion owners as well as group guests. Additionally, the position will answer calls for the property (PBX) and reservations.

Essential Functions:
  • Have knowledge of entire Reservation procedure according to property procedures.
  • Handle incoming property (PBX) and reservations calls and assist callers as needed.
  • Responsible for hotel group call-in reservations, member reservations and casita owner reservations.
  • Knowledgeable in hotel and guest room facilities/services.
  • Knowledgeable in hotel room rates and selling strategies.
  • Review reservations booked daily, including no shows and cancellations.
  • Ensure rates, market codes, and market segments are correct.
  • Adds alerts and comments to reservation that are necessary to ensure all guest needs are met.
  • Block and manage the inventory to ensure 3-bedroom units are available to book as well as maximize profitability.
  • Liaise with Sales Department regarding occupancy, process group turnover and ensure group blocks are created and maintained according to the group contract.
  • Communicate with Sales on group needs, booking methods (call-in, booking link, rooming list) and review cut-off dates.
  • Setup group billing according to the group resumes.
  • Follows up on tentative bookings and update reservation status.
  • Acts as liaison to Casita and Villa Owners by ensuring all requests are received and acted upon in a timely manner.
  • Book Casita Owners' personal reservations in accordance with purchase agreement.
  • Ensure special handling of repeat guests and every VIP guest.
  • All channels of communication are followed up on in a timely manner, voicemail within 24 hours, emails within 24 hours, group turnover within 3 business days, group rooming lists within 3 business days.
  • Understand the property's policy on guaranteed and no-show reservations and cancellation policy and communicates to guests and members.
  • Follows up on tentative bookings and update reservation status.
  • Ensures that proper telephone manners are always maintained, treating every guest with courtesy and respect in a warm friendly manner and addressing the guest by name.
  • Assist in Front Desk Agent duties and PBX incoming calls and resort reservations.
  • Deliver GGRC Hospitality standards and department-specific signature touch points.
  • Establish cross-departmental channels of communication among teammates that are consistent and complete.
Additional Duties and Responsibilities:
  • Greet every guest, member, and team member with "I Am Proud" standards and set a positive tone for every interaction.
  • Provide extraordinary service that is "Enriching by Nature."
  • Embrace, embody, demonstrate, and encourage wellness and the STRATA virtues through interactions, performance, and commitments.
  • Uphold the Garden of the Gods Resort and Club's brand, culture, vision, mission, and values.
  • Be empowered to make things go right if they go wrong.
  • Give the guest/member a fond farewell.
  • Address feedback by utilizing the LEARN Model.
  • Demonstrate a professional appearance and be attentive to what matters most.
  • Comply with company policies and procedures.
  • Observe and adhere to safety guidelines.
Marginal Functions:
  • Perform other duties as assigned.
  • Interface positively with other departments, offering assistance when needed.
  • Displays care in use of equipment and maintains an organized and professional work environment.
Position Requirements:

Minimum Knowledge & Skills:
  • Must have basic knowledge of Microsoft Word and Excel
Formal Education and Job-Related Experience:
  • This position requires a minimum formal education of a high school diploma and at least 1 year of job-related experience in sales and group business. Some experience with Opera property management system, though not required, would beneficial.
License, Registration, and/or Certification Required:
  • Valid Driver's License required
External and Internal Personal Contact:

Communications:
  • Daily - Communicate with front desk agents, concierge, valet, Sales and Catering and housekeeping regarding reservations and ownership needs
  • Weekly - Communicate with owners of Vermillion and Casitas to ensure that this position maintains good relationships
  • Occasionally - Participate in one-on-one coaching sessions.
Teamwork and Collaboration:
  • This position requires continuous teamwork as well as internal and cross-departmental communication.

Additional Licenses and/or Certifications Required:

YES

NO

Valid Driver's License

X

CPR Certification

X

Food Protection Manager Certification

X

Food Handler Certification

X

Alcohol Server/Seller Certification

X

Position Analysis/Specifications:

N/A

(Not Applicable)

OCCASIONAL

FREQUENTLY

Sitting

X

Standing

X

Walking

X

Bending Over

X

Crawling

X

Reaching

X

Crouching

X

Kneeling

X

Balancing

X

Pushing / Pulling

X

Lifting / Carrying:

10 lbs. or less

X

11 to 25 lbs.

X

26 to 50 lbs.

X

51 to 70 lbs.

X

Manual Dexterity

X

Fine Motor Skills

X

Gross Motor Skills

X

Eye / Hand Coordination

X

Near Vision

X

Far Vision

X

Color Recognition

X

Hearing

X

Environmental Factors:

Environmental factors may include indoor setting with overhead lighting and comfortable ventilation. Significant portions (more than 50%) of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity, e.g., typing, handwriting, or machine operations. May occasionally be called upon to work in all areas of the property, both inside and outside, possibly in inclement weather.

YES

NO

Working Outside

X

Working Inside

X

Working Alone

X

Working Closely with Others

X

Excessive Cold / Heat

X

Excessive Humidity / Dampness

X

Noise / Vibrations

X

Working Above Ground

X

Working Below Ground

X

Working with Chemicals / Detergents / Cleaners

X

Working Around Fumes / Smoke / Gas

X

Walking on Uneven Surfaces

X

Operating Motorized Equipment or Vehicles

X

Working Around/Near Machinery/Motorized Equipment

X

Climbing on Scaffolds or Ladders

X

Continuous use with a Computer and Keyboard

X

The Garden of the Gods Resort and Club offers a diverse, dynamic, and thriving environment that supports career development for all our team members.

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