The Group Rooms Coordinator is responsible for coordinating all group room reservations and ensuring seamless communication between Sales, Revenue Management, Front Office, Reservations, and Event teams. This role plays a critical part in delivering exceptional guest experiences by managing rooming lists, group inventory, VIP arrangements, and group-related communications with accuracy and attention to detail.
Essential Duties and Responsibilities
Group Reservations Management
- Manage and maintain all assigned group and tour room blocks in accordance with contracted agreements, booking recaps, and amendments.
- Monitor pick-up, cut-off dates, attrition, and block utilization to ensure inventory accuracy and optimal revenue performance.
- Coordinate room block adjustments with Sales and Revenue Management based on forecasted demand, contracted commitments, and group requirements.
- Maintain awareness of high-demand periods, sell-out dates, and room category availability.
- Coordinate pre-blocking of specialty accommodations, including suites, connecting rooms, accessible rooms, and VIP accommodations.
- Assist with cut-off date management and release of unused inventory.
- Communicate inventory concerns and group-related issues proactively to Reservations, Revenue Management, Front Office, and Sales teams.
Group Reservations Administration
- Review and interpret group contracts to ensure reservation setup aligns with contractual terms and conditions.
- Establish and maintain accurate group headers, rate codes, package inclusions, billing instructions, and reservation details within the property management system.
- Enter rooming lists accurately and efficiently while ensuring all special requests, room categories, rates, and package components are properly recorded.
- Create and maintain master accounts and group billing arrangements according to contracted requirements.
- Audit group reservations regularly to ensure accuracy and compliance with established procedures.
Client & Internal Communication
- Serve as the primary reservations contact for assigned groups from contract turnover through departure.
- Communicate professionally with meeting planners, travel partners, and group contacts regarding rooming lists, reservation status, room block utilization, and special accommodations.
- Partner closely with Sales Managers to fully understand client expectations and contract obligations.
- Participate in group meetings, forecasting discussions, and operational reviews as required.
- Provide timely responses to inquiries from guests, clients, and internal departments.
Revenue Optimization
- Support revenue management strategies by ensuring group inventory is managed according to established guidelines.
- Identify opportunities to maximize room revenue through inventory management, rate integrity, and upselling when appropriate.
- Monitor reservation trends and provide recommendations regarding block adjustments and availability controls.
- Assist in balancing group commitments with transient demand to optimize occupancy and profitability.
Guest Profile & Loyalty Management
- Maintain accurate guest records within Opera, ALICE, ACDC, Kipsu, and other hotel systems.
- Update guest profiles, preferences, stay history, and special requests.
- Support the Accor Live Limitless (ALL) loyalty program through enrollment, member recognition, profile management, and redemption support.
- Ensure VIPs, ALL members, repeat guests, and special celebrations receive appropriate recognition and amenities.
Service Recovery & Problem Resolution
- Take ownership of guest concerns from initial contact through resolution.
- Handle guest complaints with professionalism, empathy, urgency, and discretion.
- Coordinate recovery efforts and guest satisfaction initiatives.
- Escalate issues to leadership when appropriate.
- Document concerns, actions taken, and outcomes accurately.
Qualifications
Your experience and skills include:
- Previous experience in hotel reservations, front office, sales, or group housing preferred.
- Experience in a luxury hotel or resort environment strongly preferred.
- Strong organizational and time management skills.
- Exceptional attention to detail and accuracy.
- Proficient in Microsoft Office and hotel reservation systems (Opera preferred).
- Excellent verbal and written communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
Education & Experience:
- High School Diploma or GED required.
- Associate’s or Bachelor’s Degree in Hospitality Management, Business, or related field preferred.
- Minimum one (1) year of luxury hospitality, guest services, concierge, reservations, or customer service experience preferred.
- Previous experience with luxury resorts, or LQA environments preferred.
Additional Information
Hourly Rate: $31.22 USD
Visa Requirements: Must be legally eligible to work in the United States. The hotel is unable to assist candidates in obtaining U.S. work authorization.
Your team and working environment: Join a collaborative team dedicated to delivering exceptional luxury experiences. You will work alongside passionate Heartists who support one another, anticipate guest needs, and bring our commitment to Make Special Happen to life every day.
Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality.
We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow’s hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
About Fairmont Hotels & Resorts: At Fairmont Hotels & Resorts we offer our guests the finest hospitality experience in each of our destinations. And we know that, to offer our guests the best, we first need to offer our employees the best. That’s why you’ll find exceptional work opportunities – throughout North America and the Caribbean, Europe and Africa, the Middle East and Asia Pacific – as well as industry leading training, career development, recognition and rewards. Fairmont Hotels & Resorts is a celebrated collection of hotel that includes landmark locations like London’s The Savoy, New York’s The Plaza, and Shanghai’s Fairmont Peace Hotel. Our teams are guided by values of Respect, Integrity, Teamwork and Empowerment; we employ the highest ethical and quality standards, treating all colleague with fairness & dignity. A community and environmental leader, Fairmont is also regarded for its responsible tourism practices and award – winning Green Partnership Program. An exciting future awaits!
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS
#LI-KK2
#AlohaOrchid
Company Description
Explore limitless possibilities, dreams and adventures on Hawai’i Island as you blaze a trail for a rewarding career in hospitality. Embrace our passion for Hawai’i’s heritage, culture and traditions with amazing career opportunities that await you in paradise. Journey into a luxury oasis where the aloha spirit comes alive.
Fairmont Orchid is an award-winning luxury resort located on the majestic Kohala Coast of Hawai‘i Island. Immerse yourself in an authentic Hawaiian experience, surrounded by 32 oceanfront acres of lush tropical gardens, cascading waterfalls and a tranquil white sand beach and lagoon. Hawai‘i’s warmth and serenity are reflected throughout the design of our family-friendly hotel accommodations with spacious guest rooms, suites and the exclusive Fairmont Gold concierge floor.
Resort amenities include our Spa Without Walls, a 10,000-square-foot oceanfront pool, cultural activities, onsite restaurants, access to world-class golf, a 24/7 fitness center and a 10-court tennis pavilion. Inspired by culture, well-being and genuine aloha, Fairmont Orchid welcomes you to experience authentic Hawai‘i.
What is in it for you:
*benefit available for fulltime or part time employees while being a part of the Fairmont Orchid ‘Ohana
- Preferred provider medical/drug/vision benefits starting at $16.98 for employees*
- We put you first & value you with employer paid coverage for group life and accidental insurance coverage ($7,500) + Coverage is available for your ‘ohana!*
- We believe that hospitality has the power to unlock a better tomorrow with our 401(k)/retirement saving plan & matching program.
- Don’t just live in the moment – own your moment with 11 paid holiday/personal days per year + 10 days of paid vacation that begin accruing immediately*
- We go the extra mile by offering 50% discounts at hotel restaurants, 30% discount on retail items at our Fairmont Store & 30% discount of services offered in our Spa Without Walls.
- We are globetrotters taking advantage of our Travel Program with employee discounts at Accor properties + Friends & Family rates (5,000+ hotels worldwide)*
- Complimentary meals in our employee dining facility
