Call Center Group Coordinator

Provide prompt, courteous and efficient handling of all requests for group guest reservations. This includes working with Group Sales with updates, changes and cancellations on group blocks.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Build group blocks in property management system including blocks of rooms, group rates & set up billing.
• Setup and maintain group reservations, rates and billing defaults in property management system.
• Monitor and report on room pickup and coordinate with Group Sales to reduce group room blocks as necessary.
• Pre-block group rooms where special requests are made.
• Monitor group cut-off dates, rooming list due dates, and room attrition.
• Communicate information regarding VIP reservations
• Respond and communicate any challenges finding accommodations for a group block
• Oversee accuracy of room blocks and reservations
• Attend weekly sales meeting to ensure sales group knowledge of block expirations and group pickups.
• Review no-show reservations and process charges. Track group no- show reservations and distribute to Sales Department.
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain positive guest relations at all times.
• Maintain complete knowledge of:
  1. All resort facilities/services, hours of operation.
  2. All guest room layouts, bed types, decor, appointments and locations.
  3. Group room availability for any given day.
  4. Restricted dates, rates and room types.
  5. All group room rates & billing.
• Answer telephone calls within 3 rings, using correct salutations and professional telephone etiquette.
• Process all reservation requests, changes and cancellations received by phone, fax, email & rooming list.
• Ascertain callers' needs through open-ended questions.
• Verify all reservation information with caller to ensure accuracy.
• Assist reservations agents with answering 800# when needed.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• All other duties as assigned.
• Complete appropriate training listed on the human resources Training Matrix.
• Adhere to Wheeling Park Commission’s safety rules and policy; refer any and all safety concerns to department manager, safety committee or human resources.
• Interact with the public with a cheerful and positive attitude, solve guest problems and complaints in a proper manner, and maintain harmonious working relationships with fellow employees.

EDUCATION and/or EXPERIENCE

One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.