Client Services Specialist

STEP INTO THE BIG LEAGUES

Geronimo Hospitality Group ain't your normal work environment. We are a collection of award winning boutique hotels, restaurants and clubs with cool people who believe THE STATUS QUO SUCKS and we do everything we can to live by that motto. At Geronimo Hospitality Group, we don't raise the bar. We are the bar. We create destinations, not pit stops, and we're looking for people who are ready to join a team that pushes boundaries and values hard work every day.

BOTTLEWORKS HOTEL

Built for the modern traveler, the 104-key boutique Bottleworks Hotel showcases the best of Indianapolis by weaving historic architectural features with modern hotel amenities.

PERKS OF THE JOB

We believe in rewarding effort and skill. Our team enjoys Employee Discounts, Paid Time Off, Training & Development Opportunities, 401K, Medical Benefits, 24/7 Online Care, Pet Insurance, and more. We demand a competitive spirit and offer you the chance to build your own future in return.

YOUR ROLE IN CREATING GERONIMOMENTS

In this role, you'll be a key part of our team, ensuring that every guest leaves with a lasting impression. Your voice matters here—use it to build the future, make an impact, and continuously improve the guest experience.

As the Client Services Specialist, you are responsible for providing superior customer service to all guests with knowledge of accommodation types, hotel services and amenities. They will engage with guests pre-arrival to anticipate needs and exemplify unreasonable hospitality. The Client Services Specialist will be a liaison between the Sales, Events, and Hotel Operations team, creating a seamless experience for all groups.

WHAT YOUR DAY WILL LOOK LIKE

• Possesses extensive professional knowledge & expertise in their specific function.
• Assignments & projects are in-depth & extensive in scope & complexity.
• Makes decisions within specific guidelines.
• Continue to grow leadership skills by utilizing the principles of Living as a Leader.
• The Client Services Specialist must be extremely organized and detail oriented.
• Assist with maintaining existing groups.
• Assist with maintaining all reservations to maximize bookings and revenue in accordance with hotel standards.
• Follow reservation policies and procedures to maximize revenue.
• Ensure all customer satisfaction quality standards are complied with and that policies and procedures are consistently upheld.
• Assist sales and operation teams with weekly pick-up reports and month end reporting.
• Organize materials and assemble information packages in coordination with sales team.
• Coordinate the client's due dates for rooming lists, cut-off dates, contacts, etc. to ensure that all deadlines are met and extensions in place.
• Build reservations from rooming lists for groups and set up proper billing accounts according to accounting policies in Property Management System.
• Facilitate amenities, shuttles, billing, vouchers, gift bags and all other special items and requests to accommodate guests.
• Develop and implement communication processes for all operations (Group resumes, LNR Rate updates, etc.).
• Create Group Resumes through detailed communications with clients.
• Lead Group Resume overview meetings with operations team (F&B and Hotels).
• Organize and execute Pre-Cons for large or intricate groups.
• Attend Pre-Cons for citywide events and relay necessary information to other departments.
• Work closely with Front Desk to ensure accuracy of reservations and group room blocks.
• Assist the Sales Team in capturing new leads and assist with site visits.
• Respond to incoming reservations opportunities for the property that are outside the parameters of the Guest Services or Sales Teams.
• Building account information, updating information systems, assisting guests with reservations.
• Accommodate and document special requests. Communicate information regarding designated VIP reservations
• Conduct inspections of guest rooms for tours and VIP guests.
• Responsible for maintaining positive relationships with repeat guests and all corporate accounts by delivering service excellence throughout each customer experience.
• Communicate accurately and effectively in verbal and written form with guests and associates to respond accurately and completely. Must be able to give directions, instructions, information, answer questions and provide service as required.
• Speak with others using clear and professional language. Prepare and review documents accurately and completely. Answer telephones using appropriate etiquette.
• Other duties as assigned by the General Manager.
• Position subject to irregular hours to include late nights, weekends, and holidays.

GHG24

Requirements:

WHAT IT TAKES TO SUCCEED

Education

• High school diploma or equivalent

Experience and/or Training

• One year experience in sales or customer service. Any previous experience in hotel specific operational roles would also be acceptable.

Language Skills

• Ability to write reports and business correspondence. Ability to effectively communicate to managers and employees of the organization as well as vendors and customers

YOU'LL STAND OUT IF YOU BRING

Education

• Bachelor's Degree in Hospitality, or equivalent skills preferred

Experience and/or Training

• Two or more years of sales or other industry experience, preferably in hospitality.

Technology/Equipment

• Knowledge of Opera PMS, Amadeus TravelClick and/or Delphi preferred

MANDATORY REQUIREMENT

• U.S. Work Authorization

JOIN A TEAM THAT MAKES AN IMPRESSION

At Geronimo Hospitality Group, we are cool people who work hard. Every shift, every day, we push the boundaries and strive to be the best. If you're ready to own your work and create exceptional experiences, we want you on our team Geronimo Hospitality Group is an Equal Employment Opportunity employer.