Senior Lead - Group & VIP Experience

Overall Responsibilities

Group/Business Travel Management

1. Professionally answer incoming calls and greet prospective guests with courtesy and clarity. Listen attentively to understand inquiries and provide accurate information regarding availability, accommodation types, transportation, rates, and promotions. Promote Crescent Hotels and brand-specific marketing programs while assigning reservations according to guest preferences and availability.

2. Accurately read, retrieve, and communicate reservation details, including confirmation numbers. Efficiently input and extract data using the hotel's reservation system while utilizing appropriate codes for accuracy and efficiency.

3. Provide knowledgeable responses regarding hotel facilities, amenities, services, airline partnerships, local attractions, and directions. Clearly explain deposit, guarantee, and cancellation policies. Handle guest concerns and complaints professionally, seeking timely and effective resolutions including alternate accommodations when necessary.

4. Assist with negotiated account reservations, billing setup for individual reservations, and proper configuration of tax-exempt accounts.

5. Process credit card charges for group and catering deposits associated with master accounts.

6. Create and maintain new local negotiated rate accounts while ensuring data alignment between Marsha and Lightspeed systems.

7. Manage VIP reservations for ownership, Crescent leadership, and other designated guests.

8. Review rooming lists, manage group blocking, and coordinate VIP upgrades.

9. Adhere to company attendance standards and maintain consistent availability for scheduled shifts.

10. Oversee transient and group commission management.

11. Perform other related duties as assigned.

12. lead all "rooms-only" group turnover activities, including client introductions, reservation coordination, group blocking, payment collection, CI/TY activity tracking, Lightspeed data entry, gift and amenity distribution, resume preparation, on-site coordination, and overall group actualization.

Required Competencies

* Strong verbal and written English communication skills.

* Professional appearance, demeanor, and a positive, self-starting attitude.

* Ability to handle guest interactions with patience, tact, and diplomacy.

* Proficiency in computer systems and data entry (minimum 40 WPM).

* Ability to build and maintain effective relationships with colleagues, guests, and partners.

* Team-oriented with a willingness to assist co-workers as needed.

* Capable of remaining seated for extended periods and working in a fast-paced environment.

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Performance Standards

Customer Satisfaction

Every Crescent associate represents the brand and is responsible for delivering a positive guest experience. Professionalism, courtesy, and respect are expected in all guest and associate interactions. Each employee serves as a guest relations ambassador at all times.

Work Habits

Maintain a professional standard in all aspects of appearance, punctuality, attendance, and conduct. Demonstrate adaptability to change, a commitment to learning, and initiative in problem-solving. Seek clarification when needed to ensure accuracy and excellence.

Safety and Security

The safety of our guests and associates is paramount. Follow all hotel security procedures, including proper key control, chemical use, and safe lifting practices. Promptly report any safety hazards or concerns to leadership.

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Key Task Areas

Transient & Business Travel Reservations

* Review daily arrivals to ensure proper CFT coding.

* Execution the Luminous Program, including reservation audits, detailed notes, amenity setup, and communication with the Front Desk team.

* Handle suite reservations, ensuring guest qualification and enforcement of no-party policy.

Group Rooms

* Group builds in Lightspeed.

* Schedule and lead weekly pickup meetings, updating group blocks accordingly.

* Track attrition and identify potential release opportunities.

* Enter and verify group reservations, billing setup, and room blocking.

* Audit group billing for accuracy prior to client invoicing.

* Communicate professionally and promptly with clients regarding all group details.

* Coordination of group deposits, credit card processing, and communication of cut-off dates.

* Coordinate shuttle services, amenity drops, resumes, and client correspondence.

* Ensure system inventory accuracy and documentation in CI/TY.

* Write and distribute group room resumes for internal communication.

* Oversee all aspects of group assistance and actualization.

Ravens Account

Confidentiality: Maintain strict confidentiality. No information related to Ravens reservations may be shared publicly.

Ravens Transient:

* Assist Accounting with preparation of end-of-month billing packets for review and client submission.

* Audit reservation spreadsheets and folios for accuracy.

* Ensure all reservations are properly coded, with welcome letters provided.

* Coordinate any required shuttle services.

Ravens Group:

* Provide personalized welcome letters and pre-keyed custom RFID key cards for all group reservations.

* Coordinate weekly billing in accordance with Ravens' preferences, ensuring detailed and accurate documentation.

* Maintain separate AR accounts for group and transient reservations for clarity.

* Communicate any block adjustments only with Sales and Management approval.

* Adhere to NFL protocols and Ravens policies, including potential adjustments to block numbers and cancellation flexibility.

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Additional Notes

This job description outlines primary responsibilities and performance expectations but does not encompass all duties that may be assigned. Crescent Hotels reserves the right to modify this description at its sole discretion. This document does not constitute an employment contract; all employment is at-will.