Reservations - Group Specialist

Celtic Manor Collection Job Description DEPARTMENT Client Services POSITION Reservations Agent – Groups GRADE F REPORTS TO Head of Reservations, Assistant Head of Reservations Note: This job description in no way states or implies that those duties listed below are the only ones to be performed by the employee occupying this position.

Employees will be required to perform any other job-related duties assigned by their Senior Manager.

POSITION OVERVIEW

To ensure the efficient running of all group accommodation bookings, from enquiry to arrival at the Resort. Liasing with all relevant departments to ensure that group information is communicated via EO and Internal Meetings. To ensure that all our tour operators receive a 5 star service and a same day response. To promote and sell all the facilities of the Celtic Manor Collection in order to achieve the rooms, golf, spa, activities, CMOE events and restaurant budget.

To provide an efficient and professional 5 star service to all guests with information that is clearly administered and communicated to all parties. GENERAL Responsible for helping to maintain a customer-focused culture which support the values expressed in the Resort Ambition and the Resort’s business goals of profitability and service quality.

Establishes and maintain effective and positive relationships within the team as well as other departments. Complies with the resort’s Health and safety, Hygiene policies as well as all other resort policies and procedures. Report all situations that may present a danger to guests or staff immediately to the relevant people and take action to rectify the situation if possible.

To ensure that resources are used effectively, minimising waste to protect our environment and to reduce costs. To perform related duties and special assignments as and when required. JOB FUNCTIONS Communication Employees are encouraged to take a lively interest in the activities of the company and, should there be anything on which you have insufficient information or where you are unsure, should ask your immediate line manager.

Employees are encouraged to ask questions and to speak to each other. Budgets Maintains an understanding and acceptance of the monthly budgets and a motivation to achieving these. S tandards Maintains an understanding of the standards set and expected for the Department and is responsible for the enforcement of these standards through associated job requirements.

Controls Maintains an understanding of the controls in place that monitor performance of the Department. Structure Respects the organisational structure in place and the duties and responsibilities of all team members. Conducts yourself professionally and with respect for the professionalism of all other team members and the roles they play in achieving the departmental objectives.

Team Ensuring you are trained in all relevant courses applicable to your position and remains passionate about achieving the ultimate internal/external customer experience. Delivery Responsible for delivering the ultimate in professional internal/external customer service with the standards expected and trained by the Department.

Responsible for all stock and the care and control of all professional equipment within your working environment. Responsible for the cleanliness and presentation within your working environment in accordance with set standards. Participates in monthly audits and checks on all equipment to verify its location and ensure its full, safe operation.

Responsible for escalating any complaints to the Department Manager immediately, providing full details. To issue a ‘mini contract’ for all group bookings in line with the Resort Policy and Procedure. Understanding in full the cancellation policy in order that it can be followed and enforced when required. To be flexible in working patterns, ensuring that the role is covered on busy group weekends or late in the evenings Create EO for any small group booking of 9 or more rooms to ensure the Operations team are informed of the Groups requirements.

To ensure that all groups which were not generated via the Events Team are handled personally, ensuring that all dinner or leisure requirements are booked and confirmed in the relevant systems. To oversee all ‘Book Direct Blocks’ to ensure bookings are to standard and all are guaranteed in line with the booking conditions of the respective block.

To carry out the GRC check on weekly basis to ensure accuracy between Delphi and Opera System. Ensure all rates used in line with current rates and in line with any special promotions. To be responsible for chasing confirmations and rooming lists as per company procedure. To input rooming lists to the correct standard ensuring accuracy and all details are copied into Opera.

Ensure that rate code and market segments are correct for each booking and dissections are correct for the booking details. To ensure all information on a guest is recorded in their profile, and that duplicate profiles are not made. Ensure bookings changed to definite in Delphi are also changed in Opera. Ensure that a copy of the contract is signed and received in reservations and that the room types and amounts match on the block.

Group’s information and requirements to be entered into Opera, e.g contracted amount of rooms, amendments, room rates, denied increases etc Discuss room upgrades/VIPs with the Event Manager/Coordinator to ensure that the key executives are upgraded and the hotel policy is followed. Group handover sheet is completed for all groups and includes the group name, contact details, billing details, rates, VIP’s and special requirements.

Group file is handed over and discussed with FODM prior to arrival. To meet with Group Organisers on site to go through the rooming lists and discuss any last minute changes. Be involved in the persuasion of Group Organisers to use the system’s automatic rooming list function. Ensure that Opera availability is always maintained and balanced so that room types and room class are not overbooked.

Check group blocks, ensure all information is correct and mirrored with Delphi system on a weekly basis and maintained to the Resort’s Policy and Procedure. Delphi notes are actioned on a daily basis, ensuring any queries are highlighted and dealt with accordingly. Maintain groups filing system and ensure all details for each group are within the file Assist in the training of the rest of Reservations team in all aspects of groups.

Review Delphi’s daily report of cancelled bookings and ensure they are subsequently cancelled in Opera/Concept. This applies to rooms, golf, spa and restaurant space. Print daily group trace report, to check for group rate changes and other required actions Ensure that all tour operators receive a 5 star service and same day response.

Liaise with the Head of Reservations to coordinate the weekly forecast report. Liaise with Head of Reservations regarding unclear/problem accommodation requests. Liaise with Housekeeping Manager regarding special requests and bed splitting, ensuring plenty of notice is given. Liase with Client Services Controller regarding accommodation discrepancies.

To coordinate all Spa Groups ensuring that treatment allocation grids are given to the Event Manager for each event, space is held off in Concept and that individual names are loaded prior to treatment times. To answer overflow telephone calls; take Reservations and handle enquiries as appropriate. To participate and give constructive input during departmental meetings.

To actively work toward achieving all budgeted and individual targets as set by the Reservations Manager and Business Yield Manager. To attend relevant sales meetings and training as required. To action new sales initiatives introduced to the department, e.g. trough periods. To actively participate in client hospitality events, i.

e. secretarial evenings. To establish and maintain effective and positive relationships with his/her own team as well as with other departments. To comply with Resort’s Health, Fire and Safety and Hygiene policies as well as all other Resort policies and procedures. To report all situations which may represent a danger to guests or staff immediately to his/her supervisor and to take action to rectify the situation, if possible.

To ensure that resources are used effectively, minimising waste to protect our environment and to reduce costs. To perform related duties and special assignments as and when required. Training Responsible for attending all required training as scheduled. Leadership Maintains an understanding of the departmental objectives and contributes to a positive team environment, focussed on achieving the ultimate Department experience.

Is present for all briefings and debriefs conducted by the Supervisor on duty. Team Building Responsible for contributing to team building sessions both within and outside the resort. Checking Contributes to the gathering of information as directed by the Department Manager including customer feedback, staff feedback, financial performance and any other as required.

Evaluation Contribute to compiling periodic reports based on the checking process. Contributes to the analysis of information gathered and in proposing changes within the department. Innovation Supports the implementing of changes to ensure continuous innovations and improvements are made within the department.