Group Housing Manager -Luminary Hotel & Co. - Mainsail Lodging & Development

 Job Summary

The main responsibility is to manage all group blocks with customer management, by building them in all applicable systems, balancing inventory, reviewing forecasted projections and all functions as it relates to reservations at Luminary & Co.

Essential Functions

CORE WORK ACTIVITIES

• Ensure compliance of Luminary Hotel & Co.’s Core Values.
• All Group blocks to be built in all applicable reservation computer systems. (MARSHA, Group Housing Solutions, Reslink Direct, Opera, Lightspeed CI/TY, and any other PMS System necessary)
• Process or delegates all group related reservation requests, changes, and cancellations received by phone or e-mail, to group coordinator(s) with the help of Reservation Supervisor if necessary.
• Identify guest reservation needs, determine appropriate room type, and verify availability of room type and rate using OY and Hurdle Revenue if needed.
• Respond to any challenges found for accommodating rooming requests by communicating with appropriate individual or department.
• Input group rooming lists using reservation systems, revise room blocks to maintain the required number of available rooms, and keep organized files of all groups.
• Set-up proper routing instructions according to group and accounting policies.
• Oversee accuracy of room blocks and reservations
• Follow sales techniques to maximize revenue
• Training in One Yield to ensure understanding of Revenue Management
• Works closely with Revenue Management on a daily basis
• Attends weekly Revenue calls and maintains projections in CI/MARSHA, or any other system necessary
• Manage “Actualizing” all groups in CI and work with Accounting on attrition
• To liaise with the client on a timely basis in order to collect all relevant information to meet the client’s specific requirements and distribute internal group resumes.
• At all times present and maintain high standards of communication, both written and verbal, to the client.
• To maintain an effective and organized filing on all confirmed bookings.
• Responsibility for the balancing of group blocks on a daily, weekly, monthly basis.
• View and analyze GRC Reports for pickup and projection variances
• Lead Scrub Meetings with Event Managers
• Follow up with EM’s (daily if necessary) to maintain “Pick-Up” is accurate in Projections.
• Work with Reservation Supervisor on loading of contract reservations.
• Have familiarization with reporting such as Pick Up Pace reports.
• To co-operate with the other departments to ensure a harmonious working environment & maximize efficiency.
• To initiate introductory calls during file turnover process
• Enforces and /or informs cutoff dates in a timely and professional manner
• Sends out rooming lists to clients or delegates if necessary.
• Attends planning visits, site visits, and pre-cons as deemed necessary by property and or client
• Respond to any challenges found for accommodating rooming requests by communicating with guest or group contact, Sales Department, Reservations or Front Desk
• Communicate with Sales Coordinators and property staff to resolve errors related to group market codes not matching in the PMS and MARSHA systems.
• Set-up proper billing accounts (e.g., share-with, room/tax/incidentals, tax exempt, direct/special billing, and group bookings) according to accounting policies.
• Proactive group block management
• Identify and resolve customer service issues.  This requires using all resources provided as well as communicating with internal staff to insure that all guest issues are resolved or directed to the appropriate resource
• Participate in on-going training and stay abreast of updates related to various programs and processes, organizing and keeping all resources available for efficient reference
• Display excellent communication skills and the ability to meet sales and business objectives
• Negotiation skills a MUST
• Fully cooperate with all monitoring and coaching activities to improve personal skills and performance
• Any other duties assigned by department leader

 Educational Background:

• High school graduate
• 1 Year previous hotel / reservations / front office / experience.  MARSHA, CI/TY and Opera PMS preferred

Essential knowledge, skills, equipment used, and abilities needed.

• Excellent customer service skills
• Good organizational and communication skills
• Microsoft Office Applications, with strong Excel skills
• Internet Searches

Physical/Internal communications Demands

• Flexible and long hours sometimes required.
• Light work - Exerting up to 20 pounds of force occasionally, move objects.

• Ability to walking, standing, reaching frequently
• Ability to sit for extended periods of time
• Ability to communicate clearly
• Bending, kneeling, stooping – occasionally
• Constant verbal and written communication       
• Multi-tasking
• Ability to work under pressures of time
• Constant communication with Reservation Supervisor and staff, Sales and Catering staff, Front Desk staff, Execustay Sales staff.  Regular communication with Maintenance IT, and Housekeeping.
• Constant communication with guests/clients. 

Mental Demands

• Make sound judgments quickly
• Work on multiple tasks, making appropriate progress towards deadlines
• Able to work independently, take direction and provide direction to others
• Manage differing personalities within the office, the hotel and the community
• Maintain the highest degree of confidentiality
• Ability to work effectively in stressful, high pressure situations
• Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying and solving problems as necessary

We are an equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is our policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by federal state and/or local law.