Group Reservations Coordinator - Regent Santa Monica Beach

About us:

Regent Santa Monica Beach—an IHG Hotels & Resorts (IHG) property—lands in Santa Monica in 2024 as the first destination in the Americas. The resort will set a new standard for modern upper luxury. 

Located steps from the famed Santa Monica Pier, the resort will celebrate the beauty of unexpected harmony through contrasts, delivering inspired stays through a blend of serenity and a touch of decadence. The resort will feature sumptuous rooms and suites, along with a stunning beachfront pool deck, a destination spa, and a wellness center. Additionally, Regent Santa Monica Beach will welcome guests for unforgettable epicurean experiences, including a restaurant concept created in collaboration with an acclaimed celebrity chef as well as a high-end artisanal marketplace.

Job Summary:

As Group Reservations Coordinator (GRC), you will be an expert in providing travel advice and solutions. The GRC will assist with all room-related details contracted by the Sales, Meeting and Events team and its support staff. 

The ideal candidate will act as a liaison between the group’s contact(s) and support all departments for room-related details, which may include: room block monitoring, rooming lists, reporting pick-up, VIP and upgraded accommodations, client correspondence, and manage other guest room reservation requests as needed. 

A little bit about your day:

Reporting to the Reservations Manager, every day is different, but you’ll mostly:

• Accurately enter rooming lists and reservations into Opera, generating reports, and managing inventory.
• Handle revisions to reservations, including changes to arrival/departure dates, cancellations, routing for billing, and adding relevant comments. Provide confirmation numbers as needed.
• Understand group contracts, apply relevant terms and conditions, and manage room blocking requests.
• Conduct weekly reviews of current room blocks, monitor pick-up statuses, manage cut-off dates, and prepare group booking reports and correspondence. 
• Ensure accuracy and compliance with booking standards. Manage assigned group room blocks and provide support to fellow Reservation Sales Coordinators as needed.
• Capture sales from reservation calls, guiding guests on accommodation options. Process internal and Free Independent Traveler (FIT) bookings, ensuring accurate billing, special requests, and VIP attention.
• Work with other departments to fulfill guest preferences and requests to ensure a seamless Regent experience. Address inquiries and resolve issues promptly.
• Actively promote resort services, packages, and special offers to potential guests, consistently achieving or surpassing targets in revenue, conversion rates, quality, and guest satisfaction.
• Drive sales by promoting luxury accommodations, wellness services, and dining experiences. Tailor pitches for diverse clients, including Travel Advisors, High Net Worth individuals, and business travelers.
• Stay informed on reservation types (Luxury Consortia, wholesale, packages, negotiated business) and handle follow-ups such as confirming non-guaranteed bookings and clearing waitlists.
• Participate in meetings and training sessions to enhance product knowledge and sales skills.
• Perform job duties as assigned by management team.

What we need from you:

• Previous call center experience in a sales capacity (non-scripted environment) or other call handling experience preferred.
• Previous sales experience preferred.
• Previous experience working in a luxury environment preferred.
• Exceptional communication and interpersonal skills, with a friendly and professional demeanor.
• Exceptional customer service skills, with the ability to anticipate guest needs and provide personalized recommendations.
• Capability in using hotel reservation systems and other software applications.
• Attention to detail when processing reservations and handling guest information.
• Ability to multitask and work effectively in a fast-paced environment.
• Flexibility to work shifts, including evenings, weekends, and holidays, as required.
• Excellent reading, writing and oral proficiency in the English language, ability to speak multiple languages or an additional language is a plus.
• High school diploma or equivalent; additional education or hospitality-related training is a plus.

What you can expect from us: 

The hourly pay range for this role is $30.00 to $33.00. This range is only applicable for jobs to be performed at Regent Santa Monica Beach. This is the pay scale we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. A colleague’s pay position within the pay range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs. This position is eligible for sales incentives. 

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

Join us and you’ll become part of the global IHG family – and like all families, all our individual colleagues share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care, that you notice the little things that make a difference to guests as well as always looking for ways to improve.

IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans.