Groups Booking Coordinator

This is a key role in our organization, responsible for managing group bookings and providing exceptional customer service. As a specialist in reservations coordination, you will oversee and coordinate all group reservations of 10 rooms or more, including PCO groups, ensuring accurate setup, inventory control, and timely communication.

You will be the main point of contact for clients and internal teams, responding to all group-related enquiries via phone or email within 24 hours and ensuring consistent, clear communication. Your goal is to drive repeat business and positive guest experiences through tailored site inspections and building strong client relationships.

Key responsibilities include:

• Manage Group Bookings: Coordinate all group reservations of 10 rooms or more, 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.

Requirements:

• Previous experience in hotel reservations, front office, or customer service roles (minimum 1 year preferred).
• Familiarity with hotel systems, particularly Opera Cloud and ResaWeb.
• Experience handling group bookings and coordinating room blocks is highly desirable.
• Strong understanding of hotel operations, including room inventory, rate structures, and reservation policies.
• Excellent communication skills (written and verbal) with a professional phone manner.
• Strong administrative and organisational skills, with high attention to detail and accuracy.
• Demonstrated ability to manage multiple tasks and priorities under pressure.
• Proficient in Microsoft Office Suite: Outlook, Word and Excel.
• A customer-first attitude with proven problem-solving and conflict-resolution skills.
• Knowledge of Accor standards and ALL Loyalty Program is an advantage.
• Monday-Friday position with the rare need to work weekends and public holidays as required.
• Diploma or Certificate in Hospitality, Business, or Tourism (desirable but not essential).