Omni Hotels and Resorts creates genuine, authentic guest experiences at 60 distinctive luxury hotels and resorts in leading business gateways and leisure destinations across North America. Omni Hotels is known for its exemplary culture, authenticity to the markets in which we operate, innovation and exceptional service.  Our commitment to career development has created tenure and loyalty that enables us to perpetuate our family atmosphere.

The GRC will be responsible for supporting Omni Severin. They will assist Revenue Management, Sales and Convention Services with group communication and OPERA Cloud-related data entry and maintenance. This will include daily, weekly, monthly, and ad hoc tasks. Some of these duties will overlap with transient reservations, as well.

General

• Process No Show, Early Departure, and Cancellation charges for Group
• Check ‘zero rates’ for discrepancies
• Process batch deposits for Group
• Review and complete reservation requests made by Local FIT accounts/CVB/BT
• Assist in managing blocking Group/BT reservations in OCC

Group

• Communicate directly with clients (phone and email) for group related reservations changes (must have access to a dedicated work phone)
• Email and distribute internal reporting as requested by property (i.e., Group no shows/pick up/cancellation reports, etc.)
• Email group pickup and rooming list reports for requested groups to Convention Services Managers
• Set up group blocks in OCC once turnover packet is compiled and sent to GRC
• Maintain cut-off dates, monitor group blocks, monitor group room types, set up billing, and input special requests
• Review group blocks for cut-off date extensions and ensure the blocks are set to cover pre and post dates
• Run group arrival lists daily for future arrival dates. Check for duplicate reservations, errors, and questions
• Monitor room types daily. Assist FD in balancing the house when needed
• Enter in upcoming site visit or sale’s VIP requested reservations
• Request email and MyUpgrade suppression as needed
• Create group landing pages for call-in groups
• Make changes for groups requested by contact or sales manager
• Format and upload group rooming lists
• If required, manage ‘share’ reservations
• Audit ‘out of block’ reservations for groups clients, upon request/contract
• Audit suites for oversells.  Inform Sales, Catering, or CS for correction

Weekly Duties

• Complete details on group resumes after Group Resume Meeting:
• Routing/billing
• VIP’s local and brand wide
• Payment windows are set up for finance
• Apply earned comps to reservations based on pick up
• Wi-Fi set up based on contract
• Tax rules adjusted based on contract
• Packages
• Comments for the front office
• Alerts for concessions or contract rules (i.e. early departure fee)
• Set up staff or special rates
• Ensure upgrades are completed
• Add OPERA Cloud preferences based on requests and room preferences
• Prior to GAC meeting, review 3^rd party housing pickup in all
• Make changes in OPERA Cloud after Groups Approaching Cutoff meeting
• Check and adjust any overbookings due to group in OPERA Cloud
• Attend pre-cons for groups in-house
• Attend bill review for groups in-house
• Log and track Group Medallia score to identify trends/opportunities for the department
• Complete requested housing bureau pick-up forms
• Review updates in OPERA Cloud for recent group addendums
• Ensure sell through and upgrades are available for call-in/GLP groups

Monthly / Ad hoc Duties 

• Format and enter the FedEx manifest
• Audit FDC blocks built against Opera Cloud blocks
• Audit deposit and cancellation rules between FDC and Opera Cloud
• Update operations team on current packages and instructions for said package
• Send any blackout date emails for local FIT accounts
• Provide directional feedback on group block pick-up and slippage

• Previous hotel reservations and/or Front Desk experience is preferred
• Knowledge of Opera and FDC is ideal
• High school diploma or equivalent
• Must be proficient in Excel, Outlook and other general computer skills
• Must be able to communicate effectively with internal and external guests
• Must be able to work Monday- Friday with the occasional weekend