Group Housing Coordinator

Description

The Group Housing Coordinator plays a critical role in the success of group reservations and guest satisfaction by serving as the primary liaison for group room blocks from pre-arrival through departure. This position is responsible for managing all aspects of group housing, including reservation intake, block management, billing setup, and effective communication across departments. The Group Housing Coordinator will deliver exceptional service to both internal and external clients, ensuring an organized and seamless experience that reflects the standards of our brand.

Requirements

• Serve as the main point of contact for group housing, coordinating room reservations and related functions with internal departments, outside group contacts, and affiliates.
• Maintain full ownership of group room blocks, including monitoring pickup reports, managing reservation methods, accommodating VIP requests, and handling all billing arrangements in accordance with company policy.
• Process all group reservation requests, changes, and cancellations via phone, email, fax, or system input; ensure accurate room types, rates, and special requests are reflected.
• Ensure timely and accurate input of rooming lists and audit group blocks to maintain the required number of available rooms.
• Set up and maintain billing accounts (e.g., tax-exempt, direct bill, room/tax only, incidental splits) following established accounting procedures.
• Review and issue invoices, billing summaries, and final folios for groups post-event to ensure billing accuracy and guest satisfaction.
• Act as a liaison between Sales, Events, Front Office, and Accounting teams to ensure accurate execution of group contracts.
• Provide prompt, courteous, and professional communication in all guest and colleague interactions.
• Use sales techniques and service opportunities to maximize room revenue and guest satisfaction.
• Assist in training and mentoring night audit or front desk team members who may support group housing functions.
• Ensure all STR and internal reservation reporting responsibilities are completed timely and accurately, if applicable.
• Maintain organized records of group files and documentation per company and brand standards.

Guest Service & Interdepartmental Collaboration:

•  Anticipate and address guests' service needs and follow up to ensure satisfaction.
•  Maintain a strong service culture through professional, clear, and warm communication.
•  Work proactively with Front Desk, Sales, Housekeeping, and Accounting teams to ensure a seamless group arrival and stay experience.
•  Represent the reservations department during pre-convention meetings and internal briefings as needed.

Administrative & Operational Duties:

•  Accurately enter, verify, and review group data in the reservation system.
•  Prepare and review rooming lists, arrival reports, VIP lists, and billing instructions.
•  Maintain confidentiality of sensitive guest and company information.
•  Follow all safety procedures and report incidents immediately.
•  Comply with all brand, SOP, and LSOP guidelines.

Qualifications:

Education:

•  High school diploma or GED required; college coursework in Hospitality or Business preferred.

Experience:

• Minimum of 1 year in hotel reservations, front office, or a related hospitality role.
• Experience with group housing preferred.

Skills & Competencies:

•  Proficient in hotel PMS and reservation systems (e.g., Opera, Marsha, OnQ).
•  Excellent verbal and written communication skills.
•  Strong organizational skills and attention to detail.
•  Ability to work independently and as part of a team.
•  Customer-focused mindset with a professional demeanor.

Working Conditions:

• Must be able to sit, stand, or walk for extended periods.
• Ability to lift or move items up to 10 lbs. as needed.
• May require working a flexible schedule, including weekends and holidays, based on business demand.