Group Rooms Coordinator

Job Summary:

The Group Rooms Coordinator provides essential administrative and operational support to the hotel sales team to help drive and offer both sales and operational support to grow group, corporate, and catering revenue. This role serves as a key liaison between clients and internal departments, ensuring accurate communication, timely documentation, and seamless execution of sales-related activities. The Group Rooms Coordinator does not negotiate rates or close sales but plays a critical role in supporting the sales process from inquiry through post-event follow-up.

 The role will allocate responsibilities equally between Sales Coordination and Front Desk operations.

Key Responsibilities

Sales Strategy and Planning

• Assist the sales team to identify and pursue new business opportunities, including corporate accounts, group bookings, and special events through every day assigned prospecting efforts such as reviewing arrival lists, reservations lists, and community insight and reporting leads to Sales Director.
• Pull reports that will help Sales and Revenue team analyze market trends, competitor activity, and client needs
• Collaborate with the marketing team to execute promotional materials, campaigns, and offers that drive bookings and increase visibility. 

Client Relationship Management

• Maintain accurate and up to date client, account and booking information in sales systems (ie CRM, Delphi, etc.)
• Prepare sales presentations, BEO’s, proposals, contracts, and site visits to assist Sales Director in booking new business opportunities.
• Serve as point of contact for client communications related to documentation, timelines and logistics (excluding pricing and negotiations)
• Address client inquiries, resolve issues, and ensure high levels of satisfaction to foster long-term partnerships.
• Enter group rooming lists, pick up, contract addendums, and signed documentation using approved platforms
• Oversee and assist in set-up of conference and/or meeting space in preparation of bookings. 

Sales Performance and Reporting

• Prepare regular sales reports and forecasts for management review as requested
• Support the sales team with day-to-day administrative and organizational tasks
• Organize and maintain paper and/or electronic sales files and shared folders in accordance with company standards
• Assist with invoice coordination, deposit tracking, points submission, and commissions/rebates as it relates to groups/catering/LNR accounts 

Team Collaboration and Leadership

• Create group resumes to act as Liaise with operations, front desk, housekeeping, maintenance to ensure accurate transfer of event and contract details
• Support special projects and additional duties assigned by sales & revenue / operation leadership
• Participate in sales meetings and contribute to the development of team goals and strategies. 

Market Research and Networking

• Conduct market research to assist sales team to stay informed about industry trends, competitor activities, and emerging opportunities.
• Assist in market projects such as parking lot shops and attending networking events with sales team 

Customer Service Excellence

• Ensure that all sales activities are conducted with a focus on delivering exceptional customer service and enhancing the guest experience.
• Address and resolve any client concerns or complaints promptly and professionally, ensuring client satisfaction and loyalty.
• Provide professional, timely, and courteous customer service to clients and internal stakeholders 

Guest Service

• Welcome guests upon arrival, ensuring a warm and friendly reception.
• Perform check-in and check-out procedures accurately, efficiently, and in accordance with hotel policies.
• Assist guests with reservations, room assignments, and any special requests to ensure a pleasant stay.
• Provide guests with information about hotel amenities, services, and local attractions, offering recommendations as needed. 

Front Desk Operations

• Process guest payments, including cash, credit cards, and room charges, ensuring all transactions are handled securely and accurately.
• Answer and direct incoming calls, taking reservations and handling guest inquiries with professionalism.
• Manage room keys, ensuring they are issued, tracked, and returned securely.
• Coordinate with housekeeping and maintenance departments to ensure rooms are clean, ready for occupancy, and that any guest requests are fulfilled.
• Address and resolve guest concerns or complaints promptly, escalating issues to the Front Office Manager when necessary.
• Maintain accurate records of guest information, reservations, and billing details in the property management system (PMS).
• Balance and reconcile daily transactions, ensuring accuracy in cash handling and credit card processing.
• Prepare and distribute guest folios at check-out, ensuring all charges are accurate and accounted for.
• Assist in maintaining the cleanliness and organization of the front desk area, including stocking supplies and managing inventory. 

Security and Safety

• Follow all security procedures, including verifying guest identities and maintaining key control.
• Report any suspicious activities, safety hazards, or maintenance issues to hotel management immediately.
• Ensure that guest privacy and confidentiality are maintained at all times. 

Other duties as assigned to meet the needs of the property.

     Qualifications:

• High School diploma or equivalent required
• Previous experience in front desk, customer service, hotel sales support, event coordination, or administrative roles strongly preferred
• Excellent communication, negotiation, and presentation skills, with the ability to build and maintain relationships with clients and stakeholders.
• Strong problem-solving skills and attention to detail.
• Proficiency in front desk software systems, including property management systems (PMS).
• Ability to work collaboratively across departments in a fast-paced hospitality environment
• Proficiency in sales and CRM software, along with Microsoft Office Suite.
• Ability to work independently and handle multiple tasks efficiently in a fast-paced environment.
• Customer focused mindset with professional demeanor
• Ability to follow established guidelines and confidentiality standards
• Valid driver’s license 

Working Conditions:

• Flexible working hours, including evenings and weekends as required by client schedules and events.
• Ability to travel locally or regionally to meet with clients and attend industry events.
• Occasional lifting of promotional materials or event supplies (up to 30 lbs.).
• Physical ability to sit and stand for extended periods as needed for events and handle guest luggage as necessary. 

Benefits:

• Competitive salary and performance-based incentives.
• Employee discounts on hotel stays and services.
• Opportunities for professional development and career advancement within the hotel.

The statements in this job description are intended to represent key duties and the level of work being performed. They are not intended to be ALL responsibilities of the job.

Crossroads Hospitality, LLC is an Equal Opportunity/Affirmative Action Employer, and encourages women, minorities, individuals with disabilities, and protected veterans to apply.