Group Housing Operations Manager

Department: Front Office

Reports to: Front Office Manager

Status: Exempt

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Job Summary:

The Group Housing Operations Manager for The Innovation Hotel will assist Sales, Catering & Event, and Operations leadership in obtaining guest satisfaction by performing clerical and administrative duties that support Innovation’s mission. Additional duties will include making on site reservations, coordinating group reservations for smaller or 3^rd Party groups, and providing operational assistance as needed.

Essential Functions

CORE WORK ACTIVITIES

Primary Requirements and Qualifications:

• Approach all encounters with guests and employees in a friendly, service-oriented manner.
• Employees must always be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.
• Maintain timely and effective paper flow and communication within department and to other departments.
• Assist Front Office operations as needed to include covering leadership shifts during vacations as well as any Host responsibilities that arise during peak demand periods.
• Maintain regular attendance in compliance with Mainsail Lodging and Development standards, as required by scheduling which will vary according to the needs of the hotel. This will include working evening and weekend shifts during peak periods.
• Maintain high standards of personal appearance and grooming in accordance with the Front Office Grooming standards.
• Assign all incoming reservations according to current standards and manage the rooms matrix.
• Assign all 3^rd Party reservations and communicate with the Front Office and Engineering Team, if necessary, when room access needs to be adjusted.
• Book all Single Day Lab reservations daily, send confirmations via email and inventory availability to Arthrex.
• Input group rooming lists using PMS (Property Management System), revise room blocks to maintain the required number of available rooms and maintain organized files of all groups.
• Sends out email confirmations for all Group Bookings.
• Set-up proper routing for billing instructions according to group and accounting policies.
• Review all reservations to ensure billing is set up accordingly.
• Assist guests and clients with new reservations, changes, requests, etc. for Group and after-hours Reservations.
• Build group blocks as needed in PMS (Property Management System).
• Process all reservation requests, changes, and cancellations received by phone or email.
• Identify guest reservation needs, determine appropriate room type, and verify availability of room type and rate.
• Oversee accuracy of room assignments, room blocks, and reservations.
• To liaise with Agencies, Meeting Planners and 3^rd Party clients on a timely basis in order to collect all relevant information to meet the client’s specific requirements.
• Assist in managing the balancing of group blocks on a daily, weekly, monthly basis.
• Enforces and /or informs Group cutoff dates in a timely and professional manner and communicate to the Front Office Manager, Sales Manager and Events Manager
• Respond to any challenges found for accommodating rooming requests by communicating with the Front Office Manager.
• Notify the Front Desk and Managers of all Enhanced guests arriving for Arthrex and 3^rd Party Business.
• Any other task assigned by Front Office Manager, Director of Operations, or General Manager
• Perform job functions with high level of attention to detail, accuracy and speed to meet changing deadlines.
• Organize, analyze, and resolve any challenging situations as they arise with limited supervision after establishing a level of comfort in the role.

Hospitality/Conduct requirements

Be knowledgeable about and follow the company’s mission statement and values. Understand who our guests are and how we service our guests, demonstrate professionalism, take ownership and ensure guest satisfaction

Educational Background:

• High School diploma or equivalent
• Associate Degree (AA) from 2-year college or 2-3 years of related experience or training
• Equivalent combination of education and experience
• Hotel reservations background required
• English language both written and spoken, proficiency in Spanish desirable
• Strong computer skills including excellent knowledge of Opera, Word, and Excel software programs.

Physical Demands

• Flexibility and extended hours required based on business needs.
• Light work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to sit or stand for extended periods of time
• Ability to communicate clearly

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