Sheraton Salt Lake City Hotel
  • 06-Nov-2018 to 06-Jan-2019 (PST)
  • Sales & Catering
  • Salt Lake City, UT, USA
  • Depending on Experience
  • Hourly
  • Full Time

Vacation, Sick and Holiday; Medical, Dental, Vision, LTD, STD, Life/Accident, 401k, Accident. Free Employee Parking. Potential discounts on worldwide hotels.


The Group Housing Coordinator will manage the daily input of Group Reservation information, ensuring outstanding customer service, enforcement of hotel policies and procedures, and proper selling techniques designed to enhance overall hotel revenue. 

 

ESSENTIAL FUNCTIONS

  • Monitor CI/TY for activities to catch new definite groups and group block changes.
  • Group set up: Ensure contracted information from sales managers is pulled from hotel inventory. Accurately set up in LightSpeed to deliver group blocks by the hotel in a manner consistent with client's expectations.  Make sure LightSpeed group blocks and MARSHA accurately reflect contracted commissions, housing procedures, group cut-off dates, and rates.
  • Set up special booking pages at the direction of sales and event managers, and respond to guests who may experience issues using this online booking tool.
  • Accurately input and monitor group contract information into systems including, but not limited to: rooming lists, cut-off dates, pick-up, suite blocks, rates, etc. Promptly return copy to Sales and Event Managers for records and verification.  
  • Fix room type flow-through issues and monitor group blocks to cut-off date, releasing non-committed rooms after cutoff date to ensure maximization of revenue strategy.
  • Monitor group pick-up and report group actualization and report to sales and event managers by using the Group Business Review report. Attend bi-weekly GBR meeting.
  • Attend weekly resume meetings and double check all group blocks so that reservations in group blocks accurately reflect the resume and contractual obligations, ie. Group concessions and complimentary rooms.
  • Ensure all VIP's are noted and staff is aware of those arrivals.
  • Interpret specific group and travel agent requests to associates; update rooming lists and convey changes to appropriate staff.
  • Set up a file trace system for each group with regular documented conversations with clients, event managers, and sales managers.
  • Assist event managers by auditing group blocks and reservations outside of blocks.
  • Responsible for addressing and resolving all customer service issues (Customer Contact Center Requests) in a positive timely manner.
  • Handle overflow reservation calls when necessary to provide optimal customer service and minimal hold time. Assist guests with reservation needs, including helping billing department solve folio discrepancies.
  • Manage office paper-flow, faxes, mail, filing, etc.
  • Maintain airline and tour rooms and provide copy to sales and event managers, Front Desk and group contact.
  • Monitor external reservation systems (such as GroupMAX/Passkey) in conjunction with city wide events and other booking channels (Booking.com Extranet, Expedia Extranet, Passkey and other Housing Bureau entities) and communicate with management.
  • Responsible for reviewing and/or submitting Travel Agent Commissions (CTAC).
  • Communicate effectively with revenue manager for all issues affecting inventory and revenue.
  • Comprehensive knowledge of market position, pricing and rate structures, sales strategies, yield management, booking trends, and future hotel planning.
  • Knowledgeable of competitive markets outside the area.
  • Review LightSpeed (PMS) and MARSHA inventory discrepancies on an ongoing basis. Research and audit reservations and system communications issues to achieve sales strategy.

 

Other:

Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.  Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

 

This position will generally be Monday through Friday, 8 AM to 5 PM. However, due to the cyclical nature of the hospitality industry, this position may be required to work varying schedules to reflect the business needs of the hotel. For example, May-September is considered the busiest part of our season.  Time off during peak season is minimal.  In addition, attendance at all scheduled training sessions and meetings is required. This position may also include shifts on the weekends and holidays.

 Upon employment, all employees are required to fully comply with Driftwood Hospitality Management, LLC rules and regulations for the safe and effective operation of the hotel facilities.  Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

 

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel:

 

  • Manage reservation functionality of the Property Management System to maintain accurate coding and reporting processes. Post advanced deposits when necessary.
  • Coordinate all group activity and information, including processing of rooming lists and changes.
  • Professionally represent the hotel by participating in client and industry functions (pre-convention meetings, guest receptions, industry events, etc.).
  • Develop working relationships with managers in the Group and Catering Sales offices and Front Desk areas, providing information on remaining group block availability, VIP reservations, suite blocking, special requests, pre-blocking, billing set-up, etc.
  • Continually monitor actions of competitive hotels (product quality improvements, supply changes, pricing strategies, service offerings, etc).

 

 

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:

 

  • Must be able to speak, read, write and understand the primary language(s) used in the workplace.
  • Must be able to read and write to facilitate the communication process.
  • Requires good communication skills, both verbal and written.
  • Most tasks are performed in a team environment with the employee acting as a team leader. There is minimal direct supervision.
  • Desire to participate as part of a team.
  • Extensive knowledge of competitive hotels (upper, direct and lower tier).
  • Complete knowledge of hotel rooms and meeting related services available to guests.
  • Ability to communicate effectively with internal and external customers exercising patience, tact and diplomacy.
  • Must possess basic computational ability.
  • Must possess computer skills, including, but not limited to, Microsoft Word and Excel.
  • Math skills, as well as budgetary analysis capabilities required.
  • Ability to operate the Central Reservations and Property Management Systems for the purposes of creating, changing and canceling reservations, pre-blocking, reconciling travel agency commissions, etc.
  • Comprehension of the reservation sales process.
  • Analytical approach to problem solving.
  • Ability to deliver training.
  • Demonstrate self-confidence, energy, and enthusiasm.
  • Present ideas, expectations, and information in a concise, well-organized way.
  • Use effective listening skills.
  • Manage group or interpersonal conflict situation effectively.
  • Manage time well, correctly prioritizing tasks.
  • Highly visible in areas of responsibility.
  • Identify positive public relations and teamwork opportunities.
  • Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their state and local analogues (where applicable): Title VII, ADEA, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, and NLRA.

  Physical Demands

  • Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.
  • Must be able to sit at a desk for up to 6 hours per day. Walking and standing are required the rest of the working day.  Length of time of these tasks may vary from day to day and task to task.
  • Must be able to exert well-paced ability to maneuver between functions occurring simultaneously.
  • Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
  • Must be able to lift up to 15 lbs. on a regular and continuing basis.
  • Requires grasping, writing, standing, sitting, walking, repetitive motions, listening and hearing ability and visual acuity.
  • Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
  • Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
  • Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.

 

 

 

QUALIFICATION STANDARDS

Education

High school or equivalent education required.  Bachelor's Degree preferred

 

Experience

One year hotel supervisory or management experience with a minimum of six months of Reservation Sales or related discipline experience.  Galaxy/Lightspeed, Marriott systems, and Hotelligence experience preferred.

 

Licenses or Certificates

None.

 

Grooming

All employees must maintain a neat, clean and well-groomed appearance per Driftwood Hospitality Management, LLC and Marriott standards.

 

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.

EOE/M/F/D/V/Drug-Free Workplace/MUST BE AUTHORIZED TO WORK IN THE UNITED STATES

Sheraton Salt Lake City Hotel
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