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Group Service Representative

Company: Delaware North
Location: Buffalo
Posted on: October 11, 2019

Job Description:

Our Exciting Work Environment Our Exciting Work EnvironmentDelaware North, a leader in the travel services industry is currently seeking sales motivated individuals to promote and sell resort reservations at our inbound contact center in the Northpointe Business Park in Amherst, NY. Our Reservations Center is responsible for making all of the reservations for our parks and resorts properties (and some gaming properties) throughout the US and Australia. Come work in fun environment where every day you get to assist guests with booking their dream vacations to destinations such as Shenandoah National Park, Sea Crest Beach Hotel and Tenaya Lodge at Yosemite, just to name a few!This position offers great benefits, including:

  • $14.00 an hour
  • Medical, dental, and vision participation at group rates
  • 401k, paid vacation, and resort discounts
  • Multiple break rooms with fresh fruit daily, complimentary soda machine, tea and coffee.The OpportunityThe Opportunity We are seeking dedicated Guest Services Representatives, we call them Group Specialists, to join our team. Group Specialists ensure that group contracted rooming requirements are met or alternatives provided based on the needs of the hotel. In this role, you're responsible for the following tasks:
    • Review Group turnovers from Sales Managers and make necessary adjustments
    • Assign proper rooms as per contract and/or rooming list and verify group rates
    • Put in sell messages for all groups and updates accordingly
    • Communicate all special group needs to the CSM on a continuous basis
    • Communicates with group contacts via phone/email, politely and in accordance with guest path standards.
    • Manually input group rooming lists as needed.
    • Anticipate group needs whenever possible and alerts groups in advance to sold out dates over group block or sold out pre and postdates to eliminate surprises at the time the rooming list is submitted.
    • Recognize and manage group requests that fall outside of the contracted room block.
    • Processes all work completely and accurately
    • Sends out verification emails to group contacts outlining billing, special services, VIP s, room upgrades.
    • Ensures complete and accurate billing is established on every group reservations
    • Participates in GRC, resume and pre-cons as required. Has an understanding of attrition and how it impacts group yield decisions.
    • Alerts DOSM/CSM and Sales Managers as to possibility group will be in attrition
    • Sends out rooming lists to client
    • Reviews resumes
    • Ensures group VIPs are handled appropriately and informs Front Office in resume meetingsQualificationsRequirements
      • The Group Specialist must have a warm, professional and efficient manner.
      • High school diploma or equivalent
      • Minimum 1 year of hotel experience working front desk
      • Strong proficiency in Excel and Word
      • Strong interpersonal skills including listening, empathy and responsiveness
      • Ability to anticipate and solve problems
      • Ability to multi-task in an efficient, thorough and prioritized manner
      • Ability to work quickly, accurately and independently
      • Ability to speak, read, write and understand English
      • Excellent written and verbal communication skills
      • Proficient in using common computer programs
      • Ability to type 40 WPM
      • Ability to use phone system as required for all aspects of the job
      • Ability to follow direction
      • Ability to sit for extended periods of time.Who We AreWho We AreTake your career beyond the ordinary to the extraordinary.At Delaware North, you ll love where you work, who you work with, and how your day unfolds. Whether it s in sporting venues, casinos, airports, national parks, iconic hotels, or premier restaurants, there s no telling where your career can ultimately take you. We empower you to do great work in a company with 100 years of success, stability and growth. If you have drive and enjoy the thrill of making things happen - share our vision, grow with us.All applicants will be subject to a pre-employment background check and may be subject to a pre-employment drug test depending upon the position and/or client requirements.Delaware North Companies, Incorporated and its subsidiaries consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status. Delaware North is an equal opportunity employer. Associated topics: deskside, front desk, help desk, network, patient, support, technical support, technical support specialist, technician i, technician ii

Keywords: Delaware North, Buffalo , Group Service Representative, Sales , Buffalo, New York

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