The posting
SUMMARY To establish on-going contact with each group, including guiding them through their conference in regards to their room block – from beginning to end. To take over Reservation Sales Agent responsibilities as needed, maximizing sales in rooms as well as golf, spa and restaurants on property, while promoting goodwill for the resort on the phone. ESSENTIAL DUTIES AND RESPONSIBILITIES
Responsible for processing all incoming group booking contracts, including incoming golf groups reservations Developing and keeping up a group file from the first contact with the group until their departure Communicating with the group contact and establishing a professional relationship with group contact from the start until the group has departed Providing the group contact with updated guests list and/or counts of rooms picked up Making sure all of a group’s reservations are properly input and the billing for each is set up correctly React creatively and communicate any group problems to the Front desk, Reservation manager, Golf Group Sales Manager, and Conference Accommodations Manager Responsible for the filling out the group checklists before the group arrives, making sure all aspects are set up correctly Attending Welcome, Pre-Con, and Post-Con meetings Follow up with Accounting on any billing problems after the group has departed Attend sales meetings and be prepared to discuss pick-up reports Work closely with Reservation Department to keep them updated on groups that are call-ins and registration cards Answer phone calls for group callings in, and enter registration cards Support Reservations by taking over Sales Agent responsibilities, including:
Educate and entice callers into booking a reservation while matching the caller’s needs to the most suitable accommodations. Attend GTRS Orientation and Guest Relation classes. Learn the entire layout of the property and be able to describe, in great detail, the various accommodations and facilities available. Answer phone calls promptly and professionally. Know/Understand all special promotions, packages, and rates. Handle no show reservations, cancellations, guarantees and direct billing according to departmental procedures. Accurately book reservations in the computer, inputting correct departmental codes. Typing, filing, and other clerical duties pertaining to the Reservations Department. Have a working knowledge of the Group Reservations, Front Desk, and Housekeeping areas and how they relate/interact with the Reservations Department. Maintain an up-to-date information book. Know all department safety and emergency procedures. Report any unusual requests and disgruntled guests to manager. Maintain a clean and neat work area. Adhere to company/departmental policies and procedures including all safety and emergency procedures.
Any other duties and/or projects deemed appropriate by managers Must follow proper grooming and dress standards set forth by the Employee Handbook Good rapport with fellow employees and reflect positive attitude Maintain open line of communication with supervisor Must understand and abide by environmental practices of the resort Nights, weekends and holidays are required
EDUCATION/EXPERIENCE Degree in hospitality, or the minimum of 2 years experience in the hospitality industry. Knowledge of Traverse City area preferred. OTHER SKILLS AND ABILITIES
High degree of organization and project management Highly developed customer service skills Multitasking ability Enthusiasm Professionalism Detail Oriented Excellent oral and written communication skills
Thorough knowledge of Microsoft Office including email, Word, & Excel Strong telephone skills Requires knowledge of general sales techniques
TYPICAL PHYSICAL DEMANDS Must have dexterity/mobility to meet clients on and off premises, to tour property and attend functions, to climb stairs, use door keys and operate basic office equipment. While performing the duties of this job, the employee is regularly required to stand, walk, and talk or hear. The employee is occasionally required to reach with hands and arms; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 25 pounds. TYPICAL MENTAL DEMANDS Must have the ability to maintain high customer skills under all circumstances, including group functions, group meetings, and phone conversation. Multitasking ability includes answering the phones while working on other office business. WORKING CONDITIONS The noise level in the work environment is usually moderate. The hours and days vary.
