WHAT YOU’LL DO

The Group Reservations Manager is responsible for overseeing and managing all aspects of group bookings, including accommodations and group dining. This role ensures accuracy, efficiency, and excellent guest service while maximizing revenue opportunities. The Group Reservations Managers works closely with the Sales, Events, Food & Beverage, and Revenue teams to coordinate group room blocks, dining arrangements, and special requests, delivering a seamless experience for clients and their guests.

ROLE EXPECTATIONS

Responsibilities include, but are not limited, to the following:

• Manage and oversee all group reservation requests from inquiry through final departure, including both room blocks and dining arrangements.
• Review and input group contracts, ensuring accuracy in room blocks, rates, dining commitments, billing, and concessions.
• Partner with the Food & Beverage and Events teams to coordinate group dining requests, including pre-set menus, restaurant buyouts, and dietary requirements.
• Monitor group pickup, adjust room and dining inventory, and released unused space in coordination with Revenue Management and F&B Leadership
• Serve as the primary contact for group coordinators and clients regarding reservations, rooming lists, dining schedules, and changes.
• Communicate group details effectively with internal departments (Front Office, Housekeeping, Catering, Restaurants, Finance).
• Ensure deposits, pre-payments, and billing instructions  for both rooms and dining are accurate and processed according to contract.
• Collaborate with Sales and Revenue teams to maximize occupancy and restaurant revenue with minimizing group wash.
• Prepare and distribute group-related reports (pick up reports, forecast, rooming list, dining reservations).
• Train and support reservation associates on group booking and dining procedures.
• Ensure compliance with brand standards, company policies, and guest data privacy requirements.
• Resolve guest and client issues related to group reservations or dining in a timely and professional manner.
• Establish initial contact with customer at file turnover
• Maintain relationship with customer, up to arrival, for all matters pertaining to guest room usage, including obtaining no-show and wash history, obtaining and managing changes to rooming lists, and tracking and managing the inventory for individual call-in groups.
• Prepare and submit group rooms recap reports, including the tracking/posting of group comps, and rebate/commission calculations.
• Expert knowledge of Word, Excel and Encore/Spirit
• Excellent multi-tasking and organizational skills
• Excellent time-management skills
• Monitor cutoff dates to prevent unauthorized bookings at group rates.
• Review arrival/departure patterns, room block details, and rates to ensure accurate system input.
• Serve as liaison between reservations and meeting planners and tour operators.
• Manually charge deposits when automated rules are incorrect; manage PM accounts and coordinate credit card authorizations with Accounting.
• Run daily arrival reports to confirm billing accuracy, resolve issues, and manage special requests.
• Excellent customer service and interface skills
• Understanding of rooms merchandising and yield management processes
• Greets and welcomes clients to the property. Leads room tours if sales or hotel management is not available.
• Partakes in all meetings which occur with group and pre-arrival of group, including BEO, pre-con, etc.

SUPERVISORY RESPONSIBILITIES

This position works directly Group Reservations Coordinators.

REQUIREMENTS

• Bachelor’s degree in Hospitality Management, Business or related field preferred
• Minimum 2-4 years of hotel reservations, group sales, or event coordination experience.
• Strong knowledge of property management systems and reservations systems; Experience with Opera, Open Table, SevenRooms preferred.
• Excellent communication, organizational, and negotiation skills.
• High attention to detail and ability to multitask in a fast-paced environment
• Strong analytical skills with the ability to forecast, track, and manage group pick up and dining commitments.
• Team Players with proven ability to collaborate access multiple departments.

PREFERRED

• Technical knowledge of Food and Beverage management systems (InfoGenesis, Kronos, Stratton Warren, Workday), technical knowledge of data analytics systems.

CERTIFICATIONS, LICENSES, REGISTRATIONS

• Must be able to qualify for licenses and permits required by federal, state and local regulations.

PHYSICAL REQUIREMENTS

• Must be able to work under time constraints and within established deadlines.
• Must regularly lift and/move up to 30 pounds, and must have the ability to push, pull, reach, bend, twist, kneel and balance when performing job duties in varying work areas such as confined spaces.

WORKING CONDITIONS

• Work is performed indoors in a climate-controlled environment and exposed to various environmental factors such as but not limited to noise, dust and smoke.

PAY RANGE

• The pay range for this position is $60,000-80,000/annual