Job Description

WHY WORK FOR HILTON WHISTLER RESORT & SPA?

At Hilton Whistler Resort & Spa, we're passionate about creating exceptional guest experiences--not just through outstanding service, but by crafting heartfelt moments that guests will remember long after their stay. We believe that when our team members thrive, so does our hospitality. That's why we foster a workplace where growth, inclusion, and recognition are part of everyday life. Join a team where your passion for hospitality and guest service is valued, your ideas are heard, and your career can flourish.

As a Reservations & Group Coordinator, you'll enjoy:Life & Leisure Program - incentive paid out every day you work Extended Health Benefit Plan Retirement Savings Programs Complimentary meals Free on-site staff parking 50% discount at Cinnamon Bear Bar & Grille Access to Hilton's Team Member Travel Program

PURPOSE

Under the direction and supervision of the Reservations Manager, the Reservations Group Coordinator is responsible for supporting the Tour & Travel Sales Manager in maximizing revenue and working collaboratively with the reservations office to achieve operational efficiency and customer satisfaction through timely and effective communication. In addition, the Reservations Group Coordinator is responsible for handling reservations, inquiries, and cancellations in an attentive, courteous, and efficient manner, as well as quoting available rates to maximize room revenue in accordance with hotel standards.

QUALIFICATIONS

High school diploma or equivalent required. 3-6 months of previous reservations or front desk experience required. Previous customer service experience in a fast-paced environment, with a proven ability to meet and exceed guest expectations. Excellent command of the English language, both written and verbal (other languages are an asset). Strong problem-resolution skills with a "win-win" approach to guest relations. Excellent communication skills: able to listen, understand, clarify, and confirm. Professional telephone demeanor: courteous, polite, and attentive. Strong administrative skills, including writing, filing, tracking, organizing, and phone etiquette. High computer aptitude, including proficiency in Microsoft Word, Excel, and Outlook. Knowledge of property management systems (OnQ and WinAI) an asset. Ability to multitask while remaining organized and professional. Professional grooming and presentation. Ability to uphold guest confidentiality, with the highest regard for privacy and security. Ability to work independently as well as in a team environment. Supportive of creativity and innovation; willing to embrace change. Comfortable working in a desk/cubicle environment, sitting for the majority of an 8-hour shift. Flexible with scheduling, including evenings, weekends, holidays, and possible overtime. Outgoing, friendly, and positive attitude. Consistently punctual and professional. Strong knowledge of the Whistler area and the property.

PRIMARY DUTIES

Assist the Sales Department in creating and maintaining rate plans for Group and FIT accounts and tour series. Make reservations in the PMS and set up payments for FIT accounts. Create group room blocks in the hotel PMS, set up billing, and input rooming lists for groups. Monitor availability and recommend group and FIT closeout dates as necessary. Prepare reports as required (monthly, quarterly, annually). Respond to guest requests in a friendly and professional manner, with a focus on guest satisfaction. Work with the Accounts Receivable team to ensure timely and accurate billing of Group and Wholesale accounts. Assist and support the Reservations Manager and team with initiatives to ensure the ongoing success of the hotel. Answer all guest inquiries promptly, attentively, courteously, and efficiently. Build group bookings in PMS: book and block rooms in accordance with hotel standards for Group Rooming Lists and Booking Agreements. Ensure special handling of repeat and VIP guests. Complete the Perfect Fill process by verifying duplicate reservations and ensuring deposits are received according to the deposit schedule. Assist other office staff during absences or downtime. Present a professional image at all times through appearance and dress. Resolve work-related problems and prepare and submit progress and other reports. Follow company policies and procedures, including hotel safe work practices. * Perform other duties as assigned by supervisor or management.