POSITION OVERVIEW

The Group Room Reservation Member is responsible for the coordination and management of group bookings for the resort. The primary duty of a Group Room Reservation Agent is to ensure seamless communication between different departments and efficient handling of all group booking requests. This position will be responsible for managing assigned group blocks, communication about the group with the internal team and meeting planner for the property, including providing general information about the resort and booking reservations with a high degree of accuracy and personalization.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following and other duties may be assigned as necessary:

• Promptly handle all incoming group and event requests over the phone, email, or in person with the highest level of professionalism. Listens and responds to guest inquiries using a positive, clear speaking voice
• Upsell all amenities for the property for group bookings
• Ensure timely and accurate capture of all booking information in the hotel's reservation system
• Input, modify, and cancel reservations in the appropriate computer system while maintaining a high level of attention to detail
• Communicate and coordinate with other departments including Sales, Catering, Revenue Management, Marketing, Food & Beverage, Front Office, and Housekeeping for the smooth execution of group bookings
• Work closely with Group Sales team to ensure accurate information on group bookings, room block pick-up, and revenue forecast
• Maintain product knowledge of the hotel, rooms, and amenities as well as local area attractions
• Build and maintain relationships with clients for repeat business and referrals
• Manage cancellations and adjustments in group reservations as per hotel policy.
• Relay important observations and trends from guest interactions to supervisor, and offer suggestions to improve processes, product, or service offerings
• Take ownership of guest requests and coordinates with applicable departments to ensure prompt and courteous resolutions
• Promote and enroll guests in our loyalty program
• Maintain a positive attitude and a willingness to assist with any project
• Temporary or permanent duties and responsibilities may be added to or modified as deemed necessary

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 18 years of age.

• Minimum one (1) year of experience in reservation sales, group sales, resort services, or a high-volume contact center preferred
• High school diploma or equivalent education
• Experience working in a large, luxury resort is preferred
• Polished communication skills, both verbal and written. Ability to provide a luxury guest experience with every interaction
• Ability to multi-task and prioritize in a fast-paced environment while maintaining a high level of attention to detail
• Demonstrates strong organizational skills and follow through
• Proficiency in using Windows and hospitality applications (such as Microsoft Office, Outlook, HotSOS, Konami, Infor - HMS, Cendyn/Pegasus, etc.) is preferred
• Must be able to work on-site with varying schedules, including weekend, holiday, and overnight shifts
• Possesses superior conflict resolution skills and customer de-escalation techniques
• Ability to handle sensitive information in a confidential manner
• Passionate about creating exceptional guest and employee experiences

DIVERSITY COMMITMENT

Fontainebleau Las Vegas is committed to ensuring an inclusive space and sense of belonging for our Members. We believe our workforce should reflect the vast diversity of the communities we serve, and that diverse voices should be intentionally integrated into our work. We foster a culture of difference and diversity of identity, experience, and perspective, while actively striving for inclusive behaviors across our Company. By promoting these values and continuously pushing for better, we aim to create a positive work environment that encourages equality, inclusion, empowerment, and respect.

CERTIFICATES, LICENSES, REGISTRATIONS

Member must be able to qualify for licenses and permits required by federal, state, and local regulations.

LANGUAGE SKILLS

Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in English may also be required.

REASONING ABILITY

Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the Member is regularly required to stand and use hands and fingers to handle or utilize objects, tools, or controls. The Member frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision and peripheral vision.

The Member must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a Member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Member could be exposed to an environment containing unrestricted secondhand tobacco smoke.

PAY TRANSPARENCY

Fontainebleau Las Vegas believes in developing and supporting our talent into the future. Our compensation program is designed to attract, motivate, and retain talented Members who are the driving force behind the Company's success. We strive to provide market-competitive compensation. Salary will be commensurate with experience and skill set, considering a candidate's qualifications, skills, competencies, and experience, as well as internal equity and market data alignment.

In alignment with our Company culture, we will strive to communicate openly about the goals of the Company and the design of the compensation program. The compensation process is designed to be fair and simple so that all Members and managers understand the Company's goals and future career development opportunities for upward mobility.

Equal Opportunity Employer Veterans/Disabled