Cluster Group Housing Manager

Department: Revenue Management

Reports to: Corporate Director of Revenue

Status: Exempt

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Job Summary

The main responsibility is to manage all group blocks, by building them in all applicable systems, balancing inventory, reviewing forecasted projections and all functions as it relates to reservations at a cluster of properties for Mainsail Lodging & Development

 

Essential Functions

CORE WORK ACTIVITIES

  • Ensure compliance of Mainsail Management Group, Inc.’s Core Values.
  • All Group blocks to be built in all applicable reservation computer systems. (MARSHA, Group Housing Solutions, Reslink Direct, Opera, Lightspeed, CI/TY, Passkey, Escapia, and any other PMS System necessary)
  • Process or delegates all group related reservation requests, changes, and cancellations received by phone, fax, or mail, to group coordinator(s) with the help of Reservation Supervisor if necessary.
  • Identify guest reservation needs, determine appropriate room type, and verify availability of room type and rate using OY and Hurdle Revenue if needed.
  • Respond to any challenges found for accommodating rooming requests by communicating with appropriate individual or department.
  • Input group rooming lists using reservation systems, revise room blocks to maintain the required number of available rooms, and keep organized files of all groups.
  • Set-up proper routing instructions according to group and accounting policies.
  • Oversee accuracy of room blocks and reservations
  • Follow sales techniques to maximize revenue
  • Training in One Yield to ensure understanding of Revenue Management
  • Works closely with Revenue Management and Reservations Manager on a daily basis
  • Attends weekly Revenue calls and maintains projections in CI/MARSHA, or any other system necessary
  • Manage “Actualizing” all groups in CI and work with Accounting on attrition
  • To liaise with the client on a timely basis in order to collect all relevant information to meet the client’s specific requirements.
  • At all times present and maintain high standards of communication, both written and verbal, to the client.
  • To maintain an effective and organized filing on all confirmed bookings.
  • Responsibility for the balancing of group blocks on a daily, weekly, monthly basis.
  • Follow up with EM’s (daily if necessary) to maintain “Pick-Up” is accurate in Projections.
  • Work with Reservation Supervisor on loading of transient reservations.
  • To co-operate with the other departments to ensure a harmonious working environment & maximize efficiency.
  • To initiate introductory calls during file turnover process
  • Enforces and /or informs cutoff dates in a timely and professional manner
  • Sends out rooming lists to clients or delegates if necessary.
  • Attends pre-cons as deemed necessary by property and or client
  • Respond to any challenges found for accommodating rooming requests by communicating with guest or group contact, Sales Department, Reservations or Front Desk
  • Oversee accuracy of room blocks and assist Reservation Supervisor on transient reservations and routing
  • Communicate with Sales Coordinators and property staff to resolve errors related to group market codes not matching in the PMS and MARSHA systems.
  • Set-up proper billing accounts (e.g., share-with, room/tax/incidentals, tax exempt, direct/special billing, and group bookings) according to accounting policies.
  • Proactive group block management
  • Assist the reservation department by logging into the call queue when demand is high
  • Determine the guest’s needs and provide detailed hotel benefits and features on all call types.
  • Identify and resolve customer service issues.  This requires using all resources provided as well as communicating with internal staff to insure that all guest issues are resolved or directed to the appropriate resource
  • Participate in on-going training and stay abreast of updates related to various programs and processes, organizing and keeping all resources available for efficient reference
  • Proficiency on various reservations/computer systems is required.
  • Must be able to represent Mainsail in a highly professional manner.
  • Utilize solid judgment, product knowledge, technical knowledge, problem solving, and customer service skills to ensure that service/fulfillment of contractual requirements are achieved and maintained.
  • Display excellent communication skills and the ability to meet sales and business objectives
  • Negotiation skills a MUST
  • Must be able to work in a fast paced environment
  • Fully cooperate with all monitoring and coaching activities to improve personal skills and performance
  • Any other duties assigned by department leader

 

Educational Background:

  • High school graduate
  • 1 Year previous hotel / reservations / front office / experience. MARSHA, CI/TY  experience preferred, as well as Opera & Lightspeed PMS preferred

 

Essential knowledge, skills, equipment used, and abilities needed.

  • Excellent customer service skills
  • Good organizational and communication skills
  • Microsoft Office Applications, with strong Excel skills a must
  • Internet Searches

 

Physical/Internal communications Demands

  • Flexible and long hours sometimes required.
  • Light work – Exerting up to 20 pounds of force occasionally, move objects.
  • Ability to walking, standing, reaching frequently
  • Ability to sit for extended periods of time
  • Ability to communicate clearly
  • Bending, kneeling, stooping – occasionally
  • Constant verbal and written communication Multi-tasking
  • Ability to work under pressures of time
  • Constant communication with Reservation Supervisor and staff, Sales and Catering staff, Front Desk staff, Execustay Sales staff. Regular communication with Maintenance IT, and Housekeeping.
  • Constant communication with guests/clients.

 

Mental Demands

  • Make sound judgments quickly
  • Work on multiple tasks, making appropriate progress towards deadlines
  • Able to work independently, take direction and provide direction to others
  • Manage differing personalities within the office, the hotel and the community
  • Maintain the highest degree of confidentiality
  • Ability to work effectively in stressful, high pressure situations
  • Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying and solving problems as necessary

Career Information

Date Posted:
April 6, 2021

Ad Number:
2

Career Category: