Cluster Groups Coordinator

Job Responsibilities

• Responsible for the sales and management of all group bookings of 7 rooms or more that do not require catering (with the exception of breakfast).
• This also includes the management of PCO group blocks relating to inventory, payment, and group setup, where that group does not include catering.
• Handle enquiries for group bookings via fax, email, or phone during the shift, communicate immediately, and provide a reply or confirmation within a reasonable timeframe (24 hours).
• Handle any other department issues related to groups (follow up on prepayment, routing, vouchers).
• Preparation of group information sheets (group movements) and briefing of all involved prior to arrival of the group.
• Manage hotel inventory in relation to group reservations and monitor potential wash of business.
• Produce reports and statistics as requested by the Revenue Team, including Group Wash and Business Turndown reports and 3-month Group Forecasts.
• Manage group payments, cancellations, rooming lists, and terms and conditions.
• Maintain a precise filing system for all group reservations and correspondence.
• Ensure prompt input of reservations and data for the next 3-month period for all group enquiries & bookings (within 24 hours).
• Handle guest complaints and enquiries in an efficient and professional manner and ensure the Revenue/Sales/Operations Teams are informed of any guest feedback.
• Ensure a clear line of communication with other departments for special requests or other reservation-related matters.
• Clear communication with all staff in relation to all group-related topics.
• Ensure VIP and complimentary room night procedures are adhered to.
• Ensure Accor brand and company standards are implemented and updated.
• Ensure security and safety procedures are updated and implemented.
• Promote and maintain good public relations with PCOs, travel agents, airline companies, and commercial organizations, soliciting business for the hotel.
• Promote a positive working environment by developing positive team spirit.
• Setup of confidential contracts and agreements.
• Other duties as requested.