Summary
As the Group Reservations Coordinator, you are the cornerstone of the group guest experience. You serve as the primary point of contact for all group‐related inquiries, playing a vital role in shaping first impressions and ensuring guest satisfaction. Your exceptional organizational and communication skills are essential in managing room blocks, handling special requests, liaising with group leaders, and orchestrating smooth check‐in and check‐out processes.
Essential Functions and Responsibilities
* Provide timely and courteous guest service consistent with the company's guest service culture
* Collect group files from Group Reservations to pre‐assign rooms, prepare for group check‐ins, create room keys, and deliver finalized rooming lists to the Bell Desk
* Greet group leaders upon arrival, issue room keys, and process payment or voucher collection as required
* Assign guest accommodations in accordance with established policies and procedures to ensure accuracy and guest satisfaction
* Manage a personal cash bank, handle transactions accurately, and perform account postings as necessary
* Reconcile and close out group accounts following departure, ensuring all records are accurate and submitted to the Finance department
* Deliver exceptional guest service by addressing special requests, resolving guest concerns promptly, and ensuring a positive experience
* Run and review reports related to group arrivals, departures, and stay activities to stay informed and ensure smooth operations
* Coordinate closely with multiple departments—including Housekeeping, Bell Desk, Sales, and Food & Beverage—to ensure seamless group experiences from arrival to departure
* Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, if they apply to the position
* Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the company's guest service culture standards
* Perform other duties as assigned
Qualifications
* 1 year of guest service‐oriented or hospitality experience preferred
* Demonstrated ability to deliver exceptional customer service, particularly in high‐volume or fast‐paced settings
* Ability to follow instructions and complete tasks accurately in a fast‐paced environment
* Strong communication skills and willingness to work as part of a team
* Committed to fostering a respectful, inclusive, and safety‐conscious work environment
* Ability to access and input information using a moderately complex computer system and hotel management software
* Skilled in Microsoft Office Suite, including Outlook, Excel, and Word; familiarity with collaboration tools like Microsoft Teams
Requirements
* At least 18 years of age
* High School Diploma or equivalent preferred
* Ability to effectively communicate in English, both written and verbal
* Obtain and maintain all work cards as required by the company
* Verify right to work in the United States
Physical Requirements
* Occasionally push, pull, lift and/or carry up to 35 lbs. at floor, knee, waist, and chest levels
* Occasionally squat, kneel, reach, bend, twist
* Constantly sit and work at a desk or computer
* Occasionally standing and walking
* Ability to communicate using in‐person speech, radios, and telephone
* Ability to hear, understand, and distinguish speech and/or other sound in person
* Ability to distinguish between shades of color
* Ability to use tools or equipment requiring a high degree of dexterity
Work Environment Potential Conditions
* Indoor
* Exposure to smoke
* Noisy
* Bright flashing lights
* Variable hot & cold temperatures
* Exposure to dust, fumes and/or gases
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. Must be able to perform the essential functions of the position with or without reasonable accommodation.
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