Group Housing Coordinator

SUMMARY DESCRIPTION: Act as a group coordinator liaison between the Omaha Reservation Center and the field; as such, they should be supportive of all business decisions made by the hotels. Hotel policies and procedures should always be positively supported by the Group Housing Coordinator, particularly when speaking with the hotel staff or sales associates.

SPECIFIC RESPONSIBILITIES:
1. To be able to accurately build and update Group blocks in both MARSHA, FOSSE, CI/TY, PMS and PASSKEY. Book Wholesale reservations in MARSHA according to contract agreements.
(authorize inventory, release unused inventory, add restrictions to group inventory, build sub-blocks for sports team groups, adjust cut off dates, add rooming list for groups, route charges for group blocks and individual reservations in PMS, PA group reservations, clear Q24 PMS/MARSHA errors, clear CY Q24).
2. To assist in maintaining a high level of quality for the contracted hotels regarding group blocks, rooming lists, queues, and wholesale reservations. Understand the importance of extraordinary service to participating hotel customers.
3. To focus on quality and productivity with emphasis on the prompt and accurate processing of any brands queues, reservations and associated administrative duties.
4. To handle issues and resolve errors and inaccuracies between MARSHA and the PMS system for designated hotels. Ensure reservations are accurate, and historical data is correct.
5. Book new Wholesaler Reservations according to the contracts, for required hotels within a 24-hour window. Via Website, email and FAX.
6. To possess a thorough understanding of sales strategies and the ability to make logical decisions regarding force selling of reservations.
7. To communicate with Sales Coordinators and hotel staff to resolve errors as a result of group market codes not matching in PMS and MARSHA.
8. To extend individual group blocks arrival and departure dates, authorize inventory, update cut off dates.
9. To recognize that the duties of this position require that the Group Housing Coordinator be exposed to information from and about associates and guests that is highly confidential. The release of any information about any associate employed or formerly employed by Marriott violates the rights to privacy of these associates and guests. Any breach of confidentiality is grounds for immediate suspension with recommendation of separation.
10. To maintain a good relationship with hotel contact to ensure matters of concern or issues can be corrected in a timely manner with professional courtesy.
11. To maintain a clean, neat, well-organized work place, free from clutter, which projects a professional atmosphere and supports the general goals of the Omaha Reservation Center.
12. To demonstrate competent operation of the MARSHA/PURE, PMS, CI/TY, FOSSE, OSCAR computer systems and telephone console as well as keep current on all system enhancements and developments.
13. To present a professional can do attitude to all associates within the hotels and the reservation center.
14. To be aware of existing accident prevention and safe work practice programs in the Center and to work in a manner free from unsafe acts and to create a safe environment in which others may work.
15. To represent each hotel in a helpful and efficient manner. To act as an extension of each hotel and respond to guests accordingly.
16. To serve as otherwise directed or needed to help maintain the effective and efficient operation of the Group Housing Desk and Omaha Reservation Center. This assignment shall be at the discretion of the Sales Services Manager, Group Housing Supervisor, Director of Sales Operations, the Manager on Duty or the General Manager.
17. The Group Housing Desk normally functions on a seven-day per-week basis. Associates may be required to work different shifts and schedules to accommodate the changing demands of business, which may require working more or less than forty hours in a week.
18. Maintains awareness of all new and existing information and operational procedures. Identify and report equipment problems, system errors and incomplete/incorrect hotel/DRS information to the proper department.

JOB SPECIFICATIONS:
1) To be able to demonstrate an understanding and the regular use of time management process which systematically structures one's own work to provide for effective task performance and to plan and prioritize items to meet future demands. Completion of a formal time management class or workshop is preferred.
2) To use Marriott Standard Operating Procedures and Current Best Methods as a guide to the standards and practices, which are to be, followed by all Reservation Sales Associates so that questions may be correctly answered, problems may be resolved, and compliance with all laws, and company policies may be ensured.
3) To actively support and educate other associates on the 20 Basic philosophies defined in Marriott's Loyalty program.
4) To maintain a tradition and attitude in the department of having the desire to provide excellent service to all customers. To support the efforts of associates in the department to provide excellent service to customers and to other associates of the operation. To respond sensitively to the needs and feelings of others, regardless of status or position; to accept interpersonal differences and to maintain rapport.
5) To be willing to train and instruct other members of the department and the operation by passing along skills and information to assist them in their development and advancement. To provide clear direction and priorities and to clarify roles and responsibilities, fostering collaboration and teamwork.
6) To act independently to analyze problems and to formulate plans to overcome challenges to get work done quickly with a high degree of quality. To make sound and logical decisions and to choose appropriate courses of action based on the parameters of the situation at hand and to use the problem solving tools that are available through the Total Quality Management process.
7) To create an ongoing effort to improve the center and the department through personal action and by contributing ideas to support the improvement effort.
8) To understand, support, and to strive to achieve the business goals of the Omaha Reservation Center and to be familiar with any profit objectives and the relationship between this operation's budget and budgetary goals of the corporation.
9) To maximize revenue through assigned Group Housing duties for all contracted hotels. To serve the staffs of participating hotel properties in a courteous and professional manner at all times, maintaining a positive working relationship.
10) Proven customer service skills.
11) Proven organizational skills.
12) Proven knowledge of MARSHA/PURE, PMS, CI/TY, eTOOLS, OUTLOOK and Microsoft Office Programs.
13) To have a working knowledge of word processing and spread sheet software in a Windows environment: Microsoft Word and Excel.
14) Neat, professional appearance, outgoing, people-oriented personality, which conveys pride in working for Marriott and which, is demonstrated by a ready smile and a willingness to assist others. Demonstrated professional growth in previous positions.
15) To be able to clearly express oneself verbally in the English language (additional languages are encouraged) using good grammar, broad vocabulary, eye contact, and friendly voice inflection with all customers and associates.
16) Ability to read, by sight or Braille, operating procedures, bulletins, memoranda, and other instructions.
17) Ability to demonstrate a history of punctuality and reliability in fulfilling a work schedule. Two or less active notifications preferred.
18) Basic math skills are required for this position. Ability to demonstrate the knowledge of how to add and subtract common numbers.
19) Demonstrated ability in prior positions to function calmly in a fast paced environment handling multiple priorities simultaneously. To be able to deal with situations of a dynamic nature, to be able to modify plans, actions and decisions in light of changing situations and circumstances.

MINIMUM QUALIFICATIONS:
1. 6 months Reservation Center experience.
2. No more than 2 notifications or 5 occurrences.
3. No counseling for Non-Servicing, Negative Guest Interaction or Professional Demeanor in past twelve months.
4. Six months experience with PURE and Marsha in the last year preferred.
5. No Written Warnings within the 6 months.

CRITICAL COMPETENCIES Analytical Skills
Computer Skills
Learning
Decision-Making

Interpersonal Skills
Customer Service Orientation
Interpersonal Skills
Team Work

Communications

English Language Proficiency
Communication
Telephone Etiquette Skills
Applied Reading
Writing

Personal Attributes
Dependability
Integrity
Stress Tolerance
Positive Demeanor
Presentation
Adaptability/Flexibility

Organization
Detail Orientation
Multi-Tasking
Time Management
Planning and Organizing

General Administration
Typing

Computer Software
Microsoft Office


** Marriott standards and minimum policies for posting require that hourly associates remain in their current positions for 6 months prior to posting outside their department. If promoted, hourly associates must remain in the new position 6 months before posting again. Management associates must remain in current position 1 year before posting. **

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Job Summary

Serve as the point of contact for clients and communicate with them by phone and email to respond to questions and requests. Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservations, and answer inquiries from guests. Operate standard office equipment other than computers. Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software. Transmit information or documents using a computer, mail, or facsimile machine, including proofreading and editing written information to ensure accuracy and completeness. Enter and locate work-related information using computers and/or point of sale systems.

Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with other employees and departments, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Report accidents, injuries, and unsafe work conditions to manager. 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.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.