Group Reservations Coordinator

The Westin Portland Harborview

Posted March 17, 2019


This is a career opportunity with Interstate Hotels & Resorts.

BASIC PURPOSE: Supervise and handle all telephone inquiries and reservations to provide efficient, accurate, and courteous reservation services and telephone solicitations while maintaining on-going communication with group sales and the front desk in room status and group information.


1.       Answer telephone promptly and courteously.  Enter guest reservations into the computer system quickly and accurately segmenting reservations into the appropriate category while using the hotel's selling strategy and knowledge of all rates, package plans, and hotel services, in order to close out sale and upsell the hotel as appropriate.  (20%)

2.       Maintain good relations with all guests and know and implement procedures for giving special attention to VIPs and special Club members (e.g. Marquis Members etc).  (5%)

3.       Ensure the following group functions are completed in an accurate and timely fashion:  (50%)

·        Entering Group rooms blocks

·        Building Group Masters

·        Entering Group Rooming lists

·        Preparing special billing and coding of VIP's

·        Entering rooming list changes and billing changes

·        Complete blocking of room requests

·        Preparing for weekly Forecast Meeting

·        Communicating with Sales Managers and front desk on status of group information (i.e. create folder for each group for tracking and information.)

·        Keep updated file on all upcoming groups

·        Cleaning of ques twice daily (if applicable)

·        Process travel agent commissions

·        Review no shows from previous night

·        Keep credit card deposits up to date

JOB TITLE: Group Coordinator

REPORTS TO: Director, Transient Sales

4.       Maintain a working knowledge of the sales and front office areas, credit policy, different room types and hotel services.  (10%)

5.       Change and cancel reservations as guest requests.  When canceling a reservation with deposit, ensure proper coding in reservation is done to advise on status of deposit.  (5%)

6.       Take reservations for suites, properly filling in necessary information and blocking rooms.  Complete Agent Phone Report and any other reservations reports.  (2%)

7.       Report rate resistance and all problems to Direct Transient Sales or Supervisor.  (3%)


1.       Be familiar with duties of the Director, Transient Sales such as forecasting, coding, closing out and restricting dates, checking arrivals/departures. (1%)

2.       Answer letters, send brochures and information in response to guest requests, printing of confirmations and checking mailboxes.  (3%)

3.       Participate in hotel committees and task force opportunities.  (1%)

Knowledge and Skills:

Education:             Must be a high school graduate or equivalent.  Further education is desirable.

Experience:           Must have two to three years of hotel front office and/or reservations experience.

Skills and Abilities:                   Must possess communications skills in terms of the ability to negotiate, convince, sell and influence potential hotel guests.  Ability to operate computer reservations systems.  Ability to effectively supervise staff.  Fluency in a second language is desirable.

Interstate Hotels & Resorts is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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If you need accommodation for any part of the employment process because of a medical condition or disability, please call (703) 387-3888 or email with the nature of your accommodation request and include the Hotel location and title of the job opening. Please allow one (1) business day for a reply.

The Westin Portland Harborview

289 Room Hotel

Our Hotel

The Westin Portland Harborview provides travelers a perfect vantage point to explore Maine's largest city. Originally opened in 1927 as the Eastland Park Hotel, this historic hotel has been immaculately restored. Visitors can take a short walk to discover the Old Port and some of the best restaurants, retail shops, museums and artistic venues in Maine. Guests will leave feeling better than when they arrived when they stay over in our plush rooms and suites. Each of the guest rooms feature a stunning view of downtown, the harbor or Casco Bay. Guests can enjoy a thoroughly satisfying night's sleep in a Westin Heavenly® Bed. They can re-energize in our state-of-the-art Westin WORKOUT® Fitness Studio or relax with a massage, manicure and more at Artné Spa. We offer on-site dining, including the timelessly chic Top of the East rooftop restaurant with panoramic views. Weddings and meetings thrive here with nearly 15,000 square feet of event space and a spectacular grand ballroom.