Job Description Manage Group Bookings: Oversee and coordinate all group reservations of 10 rooms or more, including PCO groups, ensuring accurate setup, inventory control, and timely communication. Customer Enquiries & Communication: Respond to all group-related enquiries via phone or email within 24 hours and ensure consistent, clear communication with clients and internal teams. Sales & Upselling: Promote hotel facilities through tailored site inspections and build strong client relationships to drive repeat business and positive guest experiences. Pre-Arrival Coordination: Prepare detailed group information sheets, generate BEOs, and brief relevant departments prior to group arrival. Reservation Entry & Accuracy: Ensure timely and precise input of group bookings and associated data into Opera (within 24 hours of confirmation). Financial Administration: Manage payments, invoicing, prepayments, routing, chargebacks, gift vouchers, and adherence to terms and conditions for all group bookings. Inventory Management: Monitor group inventory and potential business wash, ensuring optimal room allocation and availability across all channels. Reporting & Forecasting: Compile reports such as Group Wash, Business Turndown, and 3-Month Forecasts for the Revenue Manager and General Manager. Policy & Compliance: Adhere to company policies including EEO, workplace harassment, WHS, and privacy/confidentiality requirements at all times. Team & Interdepartmental Coordination: Maintain strong communication across departments for group-related matters and promote positive team collaboration. Training & Development: Participate in all required hotel training and departmental meetings to maintain high standards and professional growth. Issue Resolution: Handle guest complaints and enquiries professionally, escalating complex issues to the Operations Manager when required. VIP & Loyalty Standards: Ensure VIP, complimentary bookings, and ALL – Accor Live Limitless standards are followed consistently. Contract Management: Assist with the setup of confidential group contracts and agreements in line with brand and business protocols. Other Duties: Carry out any additional tasks as reasonably requested by your supervisor or management, within the scope of your role, may be required to assist in front office during when required.
