Cluster Groups Coordinator

Job description / Role

Company Description

At Fairmont Hotels & Resorts, we like to call a Group Coordinator as Sales Professional. From the friendly and competent advice to the \"booking completed\": Our Revenue and Reservations team ensures that guests are happy from the first to the last moment. We're looking forward to welcoming you to the Revenue & Reservation Team as Cluster Groups Coordinator.

COME AS YOU ARE AND SHOW US YOUR VISION!

What is in it for you:

- Employee benefit card offering discounted rates in Accor worldwide.
- Learning programs through our Academies.
- Opportunity to develop your talent and grow within your property and across the world!
- Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21.

Job Description

- Responsible for the sales and management of all group bookings of 7 rooms or more that do not require catering (with the exception of breakfast).
- This also includes the management of PCO group blocks relating to inventory, payment and group setup, where that group does not include catering.
- Handle enquiries for group bookings via fax, email or phone during the shift, communicate immediately, and provide a reply or confirmation within a reasonable timeframe (24 hours).
- Handle any other department issues related to groups (follow up on prepayment, routing, vouchers)
- Preparation of group information sheets (group movements) and briefing of all involved prior to arrival of group.
- Manage Hotel inventory in relation to group reservations and monitor potential wash of business.
- Produce reports and statistics as requested by the Revenue Team. This will include, but is not exclusive to, Group Wash and Business Turndown reports and 3-month Group Forecasts.
- Manage Group payments, cancellations, rooming lists and terms and conditions.
- Maintains a precise filing system for all Group reservations and correspondence.
- Ensure a prompt input of reservations and data for the next 3 month period for all group enquiries & bookings (within 24 hours).
- Handle guest complaints and enquiries in an efficient and professional manner and ensure the Revenue / Sales / Operations Teams are informed of any guest feedback.
- Ensures a clear line of communication with other departments for special requests or other reservation-related matters.
- Clear communication with all staff in relation to all group related topics.
- Ensure VIP and complimentary room night procedures are adhered to.
- Ensure Accor brand and company standards are implemented and updated.
- Ensure security and safety procedures are updated and implemented.
- Promotes and maintains good public relations with PCO's, travel agents, airline companies and commercial organizations and solicits business for the hotel.
- Promotes positive working environment by developing positive team spirit.
- Setup of confidential contracts and agreements
- Other duties as requested.
- Ensure group blocks are updated with correct rate code and market code when entering the blocks.

Talent & Culture Responsibilities

Assist the (Department) Management Team in the following:

- Establish on-going On Job Training Programs within the department to meet Brand and Service Standards. Use Department Procedure Manuals as a base for all service procedures training.
- Induct new staff into the team, Department and Hotel in the first week of their employment following guidelines. Ensure all duties in accordance with the Brand and Service Standards and Procedures Manuals.
- Openly communicate with staff ensuring regular briefings occur and all relevant information is passed on.

Requirements

Health & Safety

- Notify your Manager of any reason you may not be capable of performing your tasks safely.
- Participate in workplace consultation on matters pertaining to Workplace Health and Safety, as per the hotels agreed arrangements.
- Comply with safe work practices by following Accor Health, Safety and Environment policies, including the use of safe manual handling techniques, safe use of hazardous chemicals and machinery, working at heights procedures, using protective clothing and safety equipment where available and necessary, maintaining a clean, tidy work environment, and any other safety practice promoted and required by the Hotel.
- Ensure all equipment is kept in good working order and used only for the purpose for which it was intended.
- Attend and actively participate in all WH&S training required of you by the Hotel.
- Report any health or safety hazards, incidents and injuries to your Manager/Supervisor or Manager on Duty as soon as possible. Hazards may include unsafe working conditions, equipment and machinery faults or damage, and other housekeeping or maintenance needs that may affect the safety or any person/s at the Hotel. Ensure that the appropriate documentation is completed correctly, such as the Injury / Incident Form.
- Participate and contribute to the risk assessment process when requested by your Supervisor/Manager.
- Work cohesively in conjunction with the hotel's rehabilitation program, as required.
- Maintain standards of hygiene for food handling and presentation as prescribed by council / legislative regulations.
- Be fully conversant with departmental fire and evacuation procedures.

Systems & Procedures

- Log and inform your Manager of any system problems. Suggest any improvements that could be made to improve existing systems and procedures.
- Follow policies and procedures outlined in the Accor Brand Standards Manual, Departmental Service Standards / Procedures Manual and Accor Policy Manuals.

Environmental Responsibilities

- Be completely familiar with and uphold the Hotel's environmental commitments, policies and procedures and initiatives relating to: Waste management, Energy and water conservation, Water quality.
- Responsible for supervising, maintaining and growing departmental initiatives with positive and sustainable environment impacts.
- Foster the education to new staff and guests of hotel environmental practices.

Customer Relations

- Provide efficient, friendly and professional service to all guests.
- Lead by example when attending to guest requests. Show efficiency in constantly striving to provide Total Customer Satisfaction.
- Take initiative to ensure that interactions with our customers (internal or external) are positive and productive, call the Manager on Duty if difficulties arise.
- Work together with trust so that colleagues and management meet the goals of the department/Hotel.
- Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency.
- Take every opportunity to be a "salesperson" by active selling of special promotions and facilities available within the Hotel.
- Implement the Accor values and Accor customer vision to 'Offer the Best Service to Our Customers'.

Other


- Take responsibility to ensure all required tasks are completed accurately and within given time frames.
- Participate in scheduled training and development programs provided by the Hotel to improve self and department standards and attend departmental meetings as required.
- Abide by Accor policy on EEO and Harassment in the workplace.
- Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimization.
- Follow property procedures with respect to grooming, performance and conduct standards, workplace health and safety, emergency procedures and all other property policies and procedures as detailed in the employee handbook / department procedure manuals / company policy manuals.
- Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.
- Any other reasonable request within your range of competence as required by your Supervisor or Hotel Management.

Qualifications


- Previous experience in similar roles is a must, preferably in Hospitality.
- Ability to analyze and manage multiple tasks.
- Ability to solve problems quickly and efficiently.
- Sense of organization and planning.
- Good computer skills including Excel, PowerPoint and Word.
- Proactive approach to meet deadlines and objectives.
- Understands the local culture and have worked in the region.
- Fluency in English, written and spoken.

Additional Information

Visa Requirements:

Please note that you must be eligible to live and work in the United Arab Emirates. We will assist successful applicants with the visa process and provide flights and accommodation.

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.

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.