Job Description

SUMMARY
The Groups Reservations Consultant is responsible for managing and coordinating group bookings from inquiry to final execution, ensuring seamless communication between clients and internal departments. This role involves handling reservations, negotiating contracts, optimizing revenue opportunities, and providing outstanding customer service to group clients. The consultant plays a key role in ensuring smooth booking operations while driving revenue and delivering exceptional guest experiences.
MINIMUM REQUIREMENTS
EDUCATION: Grade 12 or equivalent
Experience:

• Minimum 3 years' experience in hotel reservations, front office, or a
• similar role, with a focus on group bookings
• Proficiency in hotel reservation systems, Opera preferred
• Strong understanding of hotel group booking policies, pricing strategies, and contract negotiation
• Excellent verbal and written communication skills in English
• Sales and negotiation experience beneficial

Competencies

• Strong organizational and multitasking skills
• High attention to detail and accuracy in handling bookings and contracts
• Ability to work under pressure and meet tight deadlines
• Strong customer service orientation with a problem-solving mindset
• Excellent teamwork and collaboration with other hotel departments
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)
• Ability to build and maintain strong relationships with clients and stakeholders

DUTIES AND RESPONSIBILITIES
Reservations Management & Coordination

• Handle all group booking inquiries, providing prompt and accurate responses
• Process group reservations, ensuring all details such as rooming lists, meal plans, and special requests are accurately recorded
• Monitor group allocations, release periods, and ensure booking deadlines are met
• Negotiate group booking contracts, deposits, and payment schedules with clients
• Prepare and send quotes and contracts to potential group clients
• Collaborate with the revenue team to ensure pricing and availability align with hotel objectives
• Ensure all tentative group bookings are confirmed within the agreed timeframe
• Maintain and update the groups pipeline for all bookings

Client Liaison & Communication

• Serve as the primary point of contact for group clients before, during, and after their stay
• Manage relationships with travel agents, corporate clients, and event planners
• Coordinate and conduct site inspections for prospective group bookings
• Communicate group details and special requests with relevant hotel departments (Front Office, Housekeeping, Food & Beverage)
• Assist clients with itinerary planning and additional service requests

Administrative & System Management

• Maintain accurate and up-to-date records in the reservation system and CRM
• Process contracts, invoices, and deposit payments, ensuring timely follow-up
• Ensure all group bookings are properly documented and accessible
• Generate reports on group booking performance, revenue, and occupancy trends
• Monitor and update group booking policies and procedures as required

Revenue Optimization & Sales Support

• Identify opportunities to optimize revenue through upselling additional services (dining packages, spa treatments, excursions)
• Monitor group booking patterns and recommend strategies for revenue growth
• Track and report on group booking performance, cancellations, and rebooking trends
• Provide insights to the sales team on market trends and competitor activities

Problem-Solving & Issue Resolution

• Handle booking discrepancies, last-minute changes, and special requests
• Coordinate with relevant departments to ensure group needs and expectations are met
• Resolve urgent booking modifications and communicate changes effectively
• Assist in resolving billing and payment issues related to group reservations

REVIEW CRITERIA:

• Accuracy & Efficiency: Ensuring group booking details are correct and updated promptly
• Customer Service: Client feedback and responsiveness to inquiries
• Revenue Contribution: Ability to upsell and optimize group revenue
• System Utilization: Proper data entry and organization within reservation systems
• Problem-Solving Ability: Effectiveness in resolving booking issues and handling special requests
• Communication & Coordination: Efficiency in liaising with internal departments and external clients
• Sales Performance: Contribution to revenue targets and client retention

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