Regional Group & Reservations Coordinator - Kessler Collection

An inspiring career awaits you! 
 
The Kessler Collection is a portfolio of luxury boutique hotels, unique restaurants and experiences with a Bohemian twist. The collection's captivating hotels feature curated art, original music, unique architecture and stories around every corner, all located in destinations people want to be. Our mission of inspiring places, intuitive service, and exuberant guests means we are committed to our Grand Performers learning, development, and well-being. We believe people want to be inspired!

Grand Performers may enjoy a range of benefits, including:

• Marriott Employee Discounts Worldwide
• Competitive Wage & Discretionary Bonus Program
• Medical, Dental, Vision Insurance
• Company-Sponsored Life Insurance
• Short & Long-Term Disability Insurance
• Tuition Reimbursement Program
• 401(K) with Discretionary Company Matching Contributions
• Employee Assistance Program

JOB SUMMARY

The main objective of the Regional Group & Reservations Coordinator is to bridge the gap between Revenue Management, the Sales Department and hotel operations for the multiple hotels they manage.  The RGRC must possess strong organization skills, be self-motivated and self-directed, have previous experience in a group hotel environment, and be technically strong with the numerous systems required to do the job successfully.  They are to provide the highest level of service in support of the mission, core values, standards and goals established by the company. This is a hybrid position with occasional visits to properties as needed.

STANDARDS & CULTURE

Individuals must serve as a cultural ambassador by upholding and promoting our standards.

• Image & Presence: Our team is sophisticated and purposeful in their communication and body language.
• Service: Intuitive. Our team inspires the guest (and Grand Performer) experience with warmth and deliberate elegance.
• Performance: Extraordinary. Our team rises to outperform and consistently be at our best for even better.

CORE RESPONSIBILITIES

Primary responsibilities and tasks include, but are not limited to the following:

• Perform all Group & Reservations Coordinator responsibilities below for multiple properties.
• Provide support and coverage to other GRC’s and hotels outside their territory based on business levels, open positions and coverage needs.
• Train new GRC’s and provide ongoing GRC expertise as Subject Matter Experts.  This includes training and enrichment of Front Desk and Sales teams for impactful items related to GRC responsibilities, such as MARSHA usage and balancing.
• Greet and interact with internal and external guests in a genuine warm and friendly manner using professional and Kessler standard nomenclature.
• Maintain the integrity of the guests’ privacy, including confidentiality of personal information and key control.
• Operate the telephone system, answering calls within three rings, using the correct salutation and telephone etiquette.
• Service all in-house reservation requests.
• Enter all Definite and Tentative Groups into the Brand CRS and the hotel’s PMS as they book, and set up group billing masters.
• Pull group credit card information from CRS for loading into PMS billing.
• Enter and manage shoulder dates (three days prior and post) for all Groups, closing shoulder dates that we will not take the Group rates.
• Trace all decision dates for Tentative Groups. Contact the Sales Manager as decision date is approaching and obtain and report status to Revenue Management.
• Trace all cutoff dates for Definite Groups.  Contact the Event Service Manager to notify of pending cutoff dates and request rooming lists.  Check blocks within cutoff dates daily to drop excess inventory.
• Manage Group inventory in appropriate systems for all revisions.
• Work with Sales Managers and ADORM for room block increases and obtaining addendums.
• Enter rooming lists into Brand CRS/PMS.  Complete rooming list updates as requested.
• Correct all FIXME rate issues.
• Investigate and correct all OXI reservation failures.
• Do daily and weekly checks for $9,999 rate reservations and correct as needed.
• Balance CRS and PMS inventory daily.
• Run Group block checks in One Yield to correct any block errors.
• Load new rate codes in Opera.
• Perform “Group Scrub” with ADORM prior to weekly Yield Meetings for monitoring groups and room projections.
• Update group projections in CI/TY weekly for definite groups as pick-up develops.
• Complete monthly GRC Audits of all appropriate Brand Systems.
• Attend and participate in weekly Yield Meetings.
• Actively Participate in Group Coordinator Conference Calls.
• Provide daily pick-up reports to ADORM.
• Post deposits daily for individual reservations.
• Process deposit refunds for applicable cancellations weekly and on last day of month.
• Complete direct billing and routing requests for corporate negotiated reservations.
• Handle VIP requests and special needs for consortia, travel agent and wholesale clients as directed by Director of Luxury Sales.
• Enter all Group Blocks and individual reservations in as new weeks roll into KDATE.
• Process Travel Agent commissions daily.
• Perform amenity shops of market comp set annually.
• Process and resolve all reservations issues in MARSHA reservations queues.
• Actualize groups in CI/TY within 5 days of group’s departure.
• Record and track groups’ attrition, communicating final amounts to Sales and Revenue Management for collection.
• Manage reservations inquiries through website and email.
• Make test calls for Voice reservation sources.
• Complete special projects in a timely manner as assigned by supervisor.
• Maintain the integrity of Company proprietary information and protect Company assets.
• Maintain complete knowledge in the use of all office equipment, property management systems and access according to specifications.
• Follow all company safety and security policies and procedures. Report accidents, injuries and unsafe conditions.
• Attend required training and meetings.
• All other duties as assigned, planned or un-planned.

KNOWLEDGE, SKILLS, & ABILITIES
To perform this role successfully, an individual must have experience achieving desired result(s) in their areas of responsibility. The requirements listed below are representative of observable behaviors and essential knowledge, skill, and abilities required of a successful incumbent.

• Ability to perform all tasks related to the Regional Group & Reservations Coordinator position.
• Ability to remain calm in various situations, use sound judgement and effectively solve problems.
• Ability to read and interpret documents such as safety rules and procedural manuals.
• Ability to demonstrate cash handling procedures and calculate figures and amounts such as discounts, commissions, upgrades and percentages.
• Strong written, verbal, and interpersonal skills.
• Comprehensive knowledge and proficiency of office equipment and property management systems, and job-related software.

MINIMUM QUALIFICATIONS

Education, License, Certifications, Experience

1. 1+ year of relevant work experience in similar scope and title – required
2. Experience within luxury brand/markets – required
3. Marriott experience- preferred
4. MARSHA, Opera, CI/TY, experience- preferred
5. Student or graduate of hotel management – preferred

PHYSICAL DEMANDS

The physical demands described herein are representative of those that must be met by an incumbent to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions & physical demands of this role. 

• While performing the duties of this job, the incumbent is regularly required to move 10lbs on a daily basis.
• Push, pull, and lift up to 50lbs on a weekly basis.
• While performing the duties of this job, the incumbent is regularly required to travel by foot, car, bus, airplane or other means of transportation which require sitting, waiting and standing for long and short periods of time.

The Kessler Collection is proud to be an Equal Employment Opportunity employer. 
We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, 
age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.