Group Rooms Coordinator

Job description

About Four Seasons: Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture. At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us. About the location: Find your "pura vida", where adventure and relaxation meet. An unspoiled world of eco-luxury welcomes each guest to Latin America’s ultimate coastal retreat, offering unparalleled access to nature, adventure and relaxation. Central America’s exclusive Forbes Travel Guide Five-Star resort for six consecutive years, Four Seasons Resort Peninsula Papagayo, Costa Rica is the utmost location for adventure travellers, wellness seekers, culinary explorers, and cultural globetrotters. With customized itineraries for families and couples alike, we can’t wait for you to experience “Pura Vida” at Peninsula Papagayo. About Four Seasons Resort Costa Rica at Peninsula Papagayo: From our hillside perch overlooking the Pacific Ocean, our expansive Costa Rican resort offers privacy while being your launching pad into boundless adventures. After a day of zip lining, surfing or hiking a volcano, return to our tropical retreat for farm-to-table dining from one of our five restaurants and bars, refreshing swims or relaxing spa treatments. With customized itineraries for families and couples alike, we can’t wait for you to experience “Pura Vida” at Peninsula Papagayo. The Four Seasons Resort Costa Rica at Peninsula Papagayo is looking for a Group Coordinator who shares our passion for excellence and has a genuine enthusiasm for crafting the finest service experiences. Our Group Coordinator will be a member of a dynamic team that provides supreme experiences to our guests. Basic Purpose : This position is responsible for overseeing all aspects of room reservations for group bookings. The key responsibilities include monitoring and managing group room blocks within the resort's inventory, ensuring compliance with group contractual obligations, and facilitating effective communication among group contacts, Sales Managers, Conference Service Managers, Operational Departments, and the Director of Revenue Management. Key Responsibilities: Send introduction emails with group contacts, confirm cutoff and attrition dates, send reminders for the cutoff date, and verify room block and rate information from booking recap, including hard block suites and special room requests. Communicate all relevant group activity information, such as pickup, attrition, and contractual guidelines, to Group Contacts, Conference Service Managers, and Sales Managers. Generate daily reports, including the Group Picked up Report, Group Cut-off Report, and Group No Shows. Process rooming lists within 48 hours of receipt and provide the group contact and Conference Service Manager with room block reports and rooming lists containing confirmation numbers. Share pickup and attrition data with the Accounting department for each group. Communicate all group activity to the Director of Revenue Management to assist in making yield decisions. Participate on a weekly Pickup Meeting with the Delphi Specialist to ensure alignment between the Golden and PMS systems. Provide the Reservations Staff with a list of Call-In and Form groups, setting up rate information, advance deposit, and cancellation policies for quoting to guests. Also, furnish the Conference Service Manager with any special attention or VIP information (e.g., arrival/departure manifest, billing details, etc.). Handle incoming reservation queue calls and non-queue calls, and process Internal, WRO, Trust, and FIT Reservations. Adhere to Four Seasons standards for sales and marketing, maintaining a professional and harmonious working relationship with colleagues and the planning committee. Follow the crisis management plan in response to any resort emergency or safety situation. Secondary Responsibilities: Occasionally assist with front-of-house operations, including welcoming and directing guests, managing hospitality desks, and collaborating with Banquets on 'quick sets' or teardowns. Assist with addressing guest inquiries within the sales and marketing department, including managing high telephone call volumes. Participate in departmental and administrative meetings as required. Undertake other tasks or projects as assigned by the Reservations Manager. Qualifications: Education: High School Diploma Experience: At least one year of prior reservations experience, familiarity with front and back of house operations, and previous experience in a high-volume call center. Skills and Abilities: Strong written and verbal communication skills, a minimum typing speed of 40 words per minute, proficiency in computer operations, excellent guest service and salesmanship skills, competence in Microsoft Word, Excel, Internet, Lotus Notes, and Delphi, ability to perform well under pressure, multitasking capabilities, a team player attitude, detail-oriented organizational skills, and strategic thinking abilities.