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Job Summary
Purpose of the Role The Groups Reservations Coordinator is responsible for the effective management, coordination, and administration of all group bookings. The role ensures accurate processing of reservations, clear communication with clients and internal departments, and seamless execution of group arrangements from enquiry to arrival, supporting revenue optimisation and guest satisfaction. Key Responsibilities Groups Reservations Management Handle all group reservations enquiries, confirmations, amendments, and cancellations Load group bookings accurately into the PMS and related systems Ensure rooming lists, arrival dates, departures, and special requirements are correctly captured Contracting & Administration Prepare and issue group contracts, confirmations, and pro-forma invoices Track deposits, payment schedules, and guarantee dates in line with policies Maintain accurate records and filing for all group bookings Coordination & Communication Liaise with Sales, Revenue, Front Office, Housekeeping, and Operations to ensure smooth group arrivals Communicate group details, rooming lists, VIPs, and special arrangements timeously Act as a key point of contact for clients, agents, and tour operators Revenue & Yield Support Support revenue strategies by adhering to rate structures and booking conditions Monitor pickup, releases, and cut-off dates for group blocks Highlight risks, over-allocation, or optimisation opportunities to the Revenue team Reporting Compile regular reports on group production, pickup, and forecasting Track group business performance and room night contribution Ensure data accuracy for forecasting and budgeting purposes Service & Quality Control Ensure high levels of service and professionalism when dealing with clients and partners Manage special requests and ensure they are communicated and actioned Assist with resolving group-related issues prior to and during arrival Key Skills & Competencies Strong organisational and administrative skills High attention to detail and accuracy Excellent written and verbal communication skills Ability to manage multiple bookings and deadlines simultaneously Strong problem-solving and coordination ability Customer-focused with a proactive approach Qualifications & Experience Minimum 2–3 years’ experience in Reservations, Groups Reservations, or Sales Support within hospitality Experience working with PMS and reservations systems Strong understanding of group contracting and booking procedures Hospitality qualification or relevant tertiary education (advantageous) Working Relationships Internal: Sales, Revenue Management, Front Office, Finance, Operations External: Tour operators, travel agents, corporate clients
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