The Role
The Group Reservations Specialist is responsible for selling the hotel and providing information to prospective guests, capturing reservations through various online and offline distribution channels, and coordinating details of each reservation with a focus on group and corporate bookings. This role takes ownership of managing group blocks and rooming lists, provides a flawless pre‐arrival experience to group clients, and manages business blocks in accordance with contracted conditions. The position collaborates with the Sales & Marketing, Operations, and Finance teams to ensuremaximum guest satisfaction and deliver results according to agreed revenue strategies.
Responsibilities
* Responsible for the first impression of the hotel and committed to ensuring a professional, flawless and warm pre‐arrival experience.
* Understand the hotel's group cancellation and deposit terms and conditions and process cancellations and modifications accordingly; promptly relay information to the relevant team members to ensure optimal inventory utilization.
* Manage business blocks in Opera Cloud after handover from the Sales Team, typically once the group turns to definite status; create and manage a group block for small groups under 10 rooms; communicate business block changes to Revenue and Sales Teams to update production reports.
* Ensure guest profiles and preferences of group guests are managed with the same attention to detail as individual guests; recognize return guests, use defined special codes/traces to communicate preferences and arrival details; clearly communicate payment instructions to operations teams.
* Follow up with the Sales Team to ensure that business blocks are maintained, cut‐off, and payment is managed according to contract; provide rooming list reports, confirmation letters, and pro‐forma invoices as required.
* Handle reservations based on prevailing LQA/Forbes and proprietary standards and deliver excellent service performance accordingly.
* Identify repeat guests and ensure accurate updates of their profiles in the appropriate CRM system.
* Collaborate with Finance and Reservations management to ensure that non‐guaranteed reservations are released/washed as required.
* Collaborate with the Culturist Team to ensure the highest level of pre‐arrival experience.
Talent Profile
* Hospitality or Sales/Marketing qualifications are preferred.
* Experience in a similar role in the hospitality sector or in customer service.
* Knowledge of property management, customer relationships management, and distribution systems.
* Excellent verbal and written communication skills.
* Strong business communication and customer service skills via phone and in writing.
* Working rights in Australia.
Benefits
* Join a vibrant and nurturing workplace.
* Work in elegantly designed areas while enjoying amenities in a historic building.
* Benefit from online LinkedIn training courses aimed at personal and professional growth.
* Savour complimentary meals during your shifts.
* Enjoy discounts for hotels and group bookings.
* An employee assistance programme (EAP) offering confidential counselling and support.
* Celebrate your birthday with special leave.
* Embrace opportunities for growth and advancement within the organisation.
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