Position:  Group Rooms Coordinator
Location:  Inns of Geneva National, WI
Job Id:  277
# of Openings:  1

GENERAL DESCRIPTION
Accountable for the effortless and seamless movement of guests in and out of the Inn’s and providing exceptional levels of guest service throughout the guests’ stay.  Responsible for the prompt and accurate entry of group rooming information.  Able to lead on occasion and respond to urgent and emergency situations in a timely manner.  Works closely with the housekeeping department in the keeping room status reports up to date and coordinates requests for maintenance and repair work. Maintains guest room key storage, and maintains and supervises access to safe deposit boxes.
 
EDUCATION/EXPERIENCE
High School or equivalent education required.  Bachelor’s Degree preferred.  Two to four years’ experience in Front Office/Guest Services/Reservations, or educational equivalent.  
 
ESSENTIAL FUNCTIONS
Primary responsibilities include, but are not limited to, the following:
  • Ensure all guests are being treated in an efficient and courteous manner and that all standards are being applied.
  • Ensure all Front Office quality standards are complied with and that policies and procedures are consistently applied.
  • Management of all group rooming lists ensuring proper data entry and follows up with Group Sales Coordinator’s for lists from clients.
  • Coordinate with Inns Manager in order to facilitate increase levels of communication and guest satisfaction.
  • Answer incoming calls and assist with reservations, confirmations, room need requests, and questions.
  • Explain resort products, service and other information about the resort as requested.  
  • Maintain knowledge of current resort events, activities, and hours of operation as well as dining options currently available.
  • Greet guests warmly and perform registration procedures.
  • Provide guests with appropriate room assignments, room keys, directions to the rooms, while up-selling when appropriate.
  • Verify payment for stay including incidental costs by obtaining credit card information.
  • Assist guests with issues and complaints, with empathy and a focus on guest satisfaction.
  • Assist Inns Manager with special projects and requests
  • Answer incoming calls within 3 rings with appropriate greeting.  
  • Post charges to guest accounts as designated.
  • Facilitate guest departures providing accurate statements and ensuring guest satisfaction and collecting all payments due.
  • Communicate workflow, priorities and needs daily to Inn Manager.
SUPPORTIVE FUNCTIONS
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of the time performing each function to be solely determined by the director based upon departmental and hotel needs.
  • Previous guest service and reservations experience preferred.
  • Excellent written and oral communication skills required.
  • Positive interpersonal skills required.
  • Must be fluent in verbal and written English.
  • Excellent computer and typing skills are required.
  • Excel and Word proficiency desired. 
  • Excellent listening and comprehension skills required.
WORKING CONDITIONS AND PHYSICAL DEMANDS
  • Generally in an indoor office setting
  • Will be using a computer frequently
  • Varying schedule to include evenings, holidays and extended hours as business dictates
  • Frequent standing with some walking and sitting 
  • Frequently lifts/carries up to 5 lbs.
  • Occasionally lifts/carries up to 25 lbs.
  • Continual use of manual dexterity and gross motor skills with frequent use of bi-manual dexterity and fine motor skills
  • Able to reach hands and arms in any direction and kneel and stoop repeatedly

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