Reservations Group Coordinator

JOB TITLE:                                Group Coordinator

Department:                            Reservations

JOB:                                        Non-Exempt    

REPORTS TO:                            Reservations Manager

Employee Housing Could be available- Ask for details

JOB SUMMARY: Responsible for working with and educating Christie Lodge owners on the benefits of their timeshare week(s) so they receive the highest possible value. Processes reservations for Christie Lodge owners, rental guests, and group business in a friendly, efficient, informative, and professional manner.

This position is a dual role, supporting both reservations and group coordination functions equally. This role ensures accuracy in booking, effective communication, and contributes to revenue optimization while delivering a high level of guest and owner service. This position works closely with the Reservations Manager and supports group business, optimizes inventory, and contributes to overall revenue strategies.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Reservations Agent Responsibilities:

• Answer incoming calls and emails in a timely, professional manner, meeting department service standards

• Process reservations for owners and rental guests with a high degree of accuracy

• Utilize sales techniques to convert inquiries into bookings and maximize revenue opportunities

• Provide detailed knowledge of accommodations, amenities, owner benefits, and local area offerings

• Identify upsell opportunities and promote available inventory, packages, and promotions

• Handle reservation changes, cancellations, and guest concerns in accordance with company policies

• Maintain accurate reservation records, phone logs, and documentation

• Return voicemails and guest inquiries within established timeframes

• Review daily reservations to ensure accuracy and completeness

• Maintain high call quality and compliance standards

Group Coordinator Responsibilities:

• Coordinate all aspects of group reservations, including room blocks, rooming lists, and reservation accuracy

• Serve as the primary point of contact for group organizers and internal departments

• Input, manage, and update group blocks within reservation systems

• Monitor group pickup and communicate performance and adjustments as needed

• Manage cut-off dates, inventory adjustments, and block utilization to support revenue goals

• Process and verify rooming lists, ensuring accuracy and timely updates

• Prepare and send group confirmations, reports, and pre-arrival communications

• Coordinate group needs with Front Desk, Housekeeping, and other departments to ensure seamless execution

• Assist with group deposits, billing coordination, and adherence to contract terms

• Maintain organized records of all group bookings and correspondence

• Collaborates with the Reservations Manager on group strategy and inventory management

General Responsibilities:

• Complete assigned administrative tasks including emails, confirmations, contracts, and system updates in a timely and accurate manner

• Assist with management of third-party booking channels and extranets

• Support departmental opening and closing procedures as assigned

• Maintain flexibility with scheduling to support business levels

• Keep work areas clean, organized, and presentable

• Conduct oneself in a professional manner in both appearance and communication

• Handle confidential information with discretion

• Assist with updating SOPs and departmental procedures

• Ability to handle guest concerns and difficult situations in a calm, professional, and solution-oriented manner

• Support special projects and additional duties as assigned

SUPERVISORY RESPONSIBILITIES: 

None

QUALIFICATIONS:

• Education

• High School Diploma or equivalent is required.

• Experience/Knowledge

• Previous reservations or hospitality experience required
• Experience with group reservations, room blocks, or hotel sales support preferred

• Skills & Abilities

• Strong reservations sales and customer service skills 
• Ability to multitask and balance both high-volume reservations and group coordination duties
• Excellent organizational skills and attention to detail
• Strong written and verbal communication skills
• Ability to problem-solve and make sound decisions independently
• Comfortable using reservation systems, extranets, and Microsoft Office programs
• Ability to analyze availability, booking trends, and group pickup
• Team-oriented with ability to collaborate across departments and leadership

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  

While performing the duties of this job, the employee is regularly required to: sit; stand; walk; climb stairs; bend; use hands to finger/wrist and hand motions for typing; reach with hands and arms; see, speak and hear. The employee must occasionally lift and/or move up to 25 pounds. The employee must be able to see differences in widths and lengths of lines such as those on graphs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

- While performing the duties of this job, the employee is regularly exposed to general office environment working conditions. 

- The noise level in the work environment is generally low to moderate.

The employee must be able to:

- Work effectively in a stressful and changing environment.

- Communicate well (verbally and in writing) with others.

- Effectively deal with guests, customers and visitors.

- Accept constructive criticism from supervisors.

- Change activity frequently and cope with interruptions.

BENEFITS: Please see HR for benefit guide 

IMPORTANT NOTE: Essential functions of this job are described under the headings above. The job requirements, duties and features are subject to change from time to time due to the then-current needs and requirements of the Christie Lodge.

This is not a contract of employment and does not confer contractual rights, either express or implied, upon any employee, nor does it guarantee employment for any period of time.  All employees are employed at-will and either the employee or the company may terminate the employment relationship at any time, with or without cause, and with or without notice.