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Requisition Number 19-0171
Post Date 11/8/2019
Title Reservations Supervisor/Group Rooms Coordinator
City New Orleans
State LA
Description

Summary
The Reservations Supervisor/Group Rooms Coordinator supervises and coordinates activities of associates engaged in taking, recording and canceling reservations by performing the following duties and maintains all group room blocks.

Essential Functions
To perform the Reservations Supervisor/Group Coordinator position successfully, an individual must be able to perform each essential duty and responsibility satisfactorily.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Duties and Responsibilities
•  Back up to fellow Reservations Supervisor

•  Post daily deposits from Accounting, Catering, Conference Services & Sales

•  Post daily no show charges once research is completed

•  Post daily cancellation charges once research is completed

•  Responsible for all breakfast vouchers when applicable to groups

•  Create and maintain all group files

•  Input all group rooming lists

•  Complete all group resumes (including VIP maintenance, billing and routing)

•  Group commissions and audits

•  Ability to handle guest issues and resolve in a timely manner

•  Attend Pre-Convention Meetings for groups (on and off property)

•  Ability to back up Reservations Sales Agent when needed

•  Assist Reservations Sales Agent, Reservations Manager and Director of Revenue Management

•  Maintain communication with Sales Managers, Catering & Convention Service Managers and group contacts

•  Answer phones and input reservation information

•  Assist guests as necessary with problems and inquiries

•  Input group information into Delphi

•  Cut off blocks daily so that available inventory is accurate

•  Receive contracts detailing room allotments for conventions from Sales representative and feed information into database

•  Correspond with groups and travel agents to answer special requests for rooms and rates

•  Determine work procedures, prepare work schedules and expedite workflow

•  Assign duties and examine work for exactness, neatness and conformance to policies and procedures

•  Study and standardize procedures to improve efficiency of subordinates

•  Perform the work of subordinate personnel as needed

•  Adjust errors and complaints

•  Other duties as assigned

Requirements

Competency
To perform the Reservations Supervisor/Group Rooms Coordinator position successfully, an individual should demonstrate the following competencies:

•  Problem Solving – Identify and resolve problems in a timely manner; gather and analyze information skillfully; develop alternative solutions; work well in group problem solving situations; use reason even when dealing with emotional topics

•  Technical Skills - Assess own strengths and weaknesses; pursue training and development opportunities; strive to continuously build knowledge and skills; share expertise with others

•  Customer Service - Manage difficult or emotional customer situations; respond promptly to customer needs; solicit customer feedback to improve service; respond to requests for service and assistance; meet commitments

•  Interpersonal - Focus on solving conflict, not blaming; maintain confidentiality; listen to others without interrupting; keep emotions under control; remain open to the ideas of others; try new things

•  Oral Communication - Speak clearly and persuasively in positive or negative situations; listen and get clarification; respond well to questions; demonstrate group presentation skills; participate in meetings

•  Team Work - Balance team and individual responsibilities; exhibit objectivity and openness to the views of others; give and welcome feedback; contribute to building a positive team spirit; put success of team above own interests; ability to build morale and group commitments to goals and objectives; support team’s efforts to succeed; recognize accomplishments of other team members

•  Written Communication - Write clearly and informatively; edit work for spelling and grammatical errors; vary writing style to meet needs; present numerical data effectively; ability to read and interpret written information

•  Change Management - Develop workable implementation plans; communicate changes effectively; build commitment and overcome resistance; prepare and support those affected by change; monitor transition and evaluate results

•  Delegation - Delegate work assignments; match the responsibility to the person; give authority to work independently; set expectations and monitor delegated activities; provide recognition for results

•  Leadership - Exhibit confidence in self and others; inspire and motivate others to perform well; effectively influence actions and opinions of others; inspire respect and trust; accept feedback from others; provide vision and inspiration to peers and subordinates; give appropriate recognition to others; display passion and optimism; mobilize others to fulfill the vision

•  Managing People – Include staff in planning, decision-making, facilitating and process improvement; take responsibility for subordinates' activities; make self available to staff; provide regular performance feedback; develop subordinates' skills and encourage growth; solicit and apply customer feedback (internal and external); foster quality focus in others; improve processes, products and services; continually work to improve supervisory skills

•  Quality Management - Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness

•  Business Acumen - Understand business implications of decisions; display orientation to profitability; demonstrate knowledge of market and competition; align work with strategic goals

•  Cost Consciousness - Work within approved budget; develop and implement cost saving measures; contribute to profits and revenue; conserve hotel’s resources

•  Diversity - Demonstrate knowledge of EEO policy; show respect and sensitivity for cultural differences; educate others on the value of diversity; promote a harassment-free environment; build a diverse workforce

•  Ethics - Treat people with respect; keep commitments; inspire the trust of others; work with integrity and ethically; uphold hotel’s values

•  Organizational Support - Follow policies and procedures; complete administrative tasks correctly and on time; support hotel’s goals and values; benefits hotel through outside activities; respect diversity

•  Adaptability - Adapt to changes in the work environment; manage competing demands; change approach or method to best fit the situation; ability to deal with frequent changes, delays or unexpected events

•  Attendance and Punctuality - Consistently arrive at work and on time; ensure work responsibilities are covered when absent; arrive at meetings and appointments on time

•  Dependability - Follow instructions, respond to management direction; take responsibility for own actions; keep commitments; commit to long hours of work when necessary to reach goals; complete tasks on time or notify appropriate person with an alternate plan

•  Initiative - Volunteer readily; undertake self-development activities; seek increased responsibilities; take independent actions and calculated risks; look for and take advantage of opportunities; ask for and offers help when needed

•  Innovation - Display original thinking and creativity; meet challenges with resourcefulness; generate suggestions for improving work; develop innovative approaches and ideas; present ideas and information in a manner that gets others' attention

•  Judgment - Display willingness to make decisions; exhibit sound and accurate judgment; support and explain reasoning for decisions; include appropriate people in decision-making process; make timely decisions

•  Motivation - Set and achieve challenging goals; demonstrate persistence and overcome obstacles; measure self against standard of excellence; take calculated risks to accomplish goals

•  Planning and Organizing - Prioritize and plans work activities; use time efficiently; plan for additional resources; set goals and objectives; organize or schedules other associates and their tasks; develop realistic action plans

•  Professionalism - Approach others in a tactful manner; react well under pressure; treat others with respect and consideration regardless of their status or position; accept responsibility for own actions; follow through on commitments

•  Quality - Demonstrate accuracy and thoroughness; look for ways to improve and promote quality; apply feedback to improve performance; monitor own work to ensure quality

•  Quantity - Meet productivity standards; complete work in timely manner; strive to increase productivity; work quickly

•  Safety and Security - Observe safety and security procedures; determine appropriate action beyond guidelines; report potentially unsafe condition ; use equipment and materials properly 

Qualifications
The requirements listed below are representative of the knowledge, skills  and abilities required for an individual to successfully perform the essential duties and responsibilities of the Reservation Supervisor/Group Rooms Coordinator position:

Language Ability
•  Read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals

•  Write routine reports and correspondence

•  Speak effectively before groups of customers or associates of the hotel

Math Ability
•  Add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals

•  Compute rate, ratio and percent and to draw and interpret bar graphs

Reasoning Ability
•  Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists

•  Interpret a variety of instructions furnished in written, oral, diagram or schedule form

Computer Skills
•  Working knowledge and a demonstrated ability utilizing:

    - A word processing software including Microsoft Word

    - A spreadsheet software including Microsoft Excel

    - Payroll systems

    - Internet software

    - Opera database software

    - Contract management systems

Supervisory Responsibilities
•  Ability to directly supervise no more than ten (10) associates in the Reservations Department

•   Carry out supervisory responsibilities in accordance with the hotel’s policies and applicable laws

•  Interview, recommened for hire and train associates

•   Plan, assign and direct work

•   Complete appraisal performance documents

•   Reward and discipline associates

•   Address complaints and resolve problems

Work Environment
•  The noise level in the work environment is usually moderate

•   The position is located in an office setting where the temperature settings are controlled

Physical Demands
• Regularly sit and talk or hear

•  Frequently use hands to fingers, handle or feel

Position Status and Availability
•  Available to work full-time, morning (AM) shift, Monday – Friday

Education and Experience
•  Possess an Associate's degree (A. A.) or equivalent from two-year college or technical school or

•  At least five (5) plus years of hotel reservations experience

•  One (1) or more years of hotel supervisory/management experience

•  A demonstrated ability utilizing Microsoft Excel to create spreadsheet

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An Equal Opportunity Employer