Account Services (Groups) Coordinator

Provide administrative and operational group support to help contracted group business transition smoothly from booking through arrival and departure.

Responsibilities

• Maintain updated files and records for upcoming groups after receiving turnover from the Account Services team.
• Enter and maintain accurate group, client, and rooming information in Delphi, HMS, and other applicable hotel systems.
• Verify alignment between Delphi and HMS, including room blocks, rates, planned release dates, and contracted group details.
• Document group profiles and reservations, including rate plans, package inclusions, concessions, billing instructions, and other contracted requirements.
• Input rooming lists and process rooming list changes, reservation updates, and billing changes as directed by the Account Services team.
• Build and maintain group booking links and support call-in reservation processes when required.
• Create routing and auto-transfer instructions in accordance with contracted group agreements.
• Assign accommodations based on documented guest preferences and requests in partnership with hotel operational teams.
• Provide reservation, room block, and pickup reports to the Account Services team upon request.
• Cross-reference group resumes and reservation details to ensure accuracy and consistency before group arrival.
• Support preparation and distribution of group resumes, correspondence, reports, and other group documentation.
• Serve as liaison between the Account Services team, group clients/planners, CORE Reservations, Front Office, Accounting, and other departments.
• Assist Sales and Accounting in researching and correcting group guest folio or billing discrepancies.
• Attend group meetings, including resume, pre-convention, and post-convention meetings, as requested.
• Review group no-shows and reservation discrepancies; coordinate corrections with the appropriate teams.
• Provide administrative support to the Account Services (Groups) Sales team, including answering telephones, sending correspondence, maintaining files, and coordinating departmental requests.
• Submit requisitions (POs) and support group-related vendor or operational requests as needed.
• Comply with Work Rules, Safety Standards, Standards of Conduct, appearance and grooming standards, and other policies in the Team Member Handbook.
• Work harmoniously and professionally with co-workers, supervisors, clients, and guests.
• Perform other duties, tasks, and projects assigned by hotel or department leadership.

Requirements

• Ability to communicate in English (speak, read, write) with guests, clients, co-workers, and management.
• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness, and a minimum of supervision.
• Strong organizational skills to manage multiple groups, deadlines, and changing priorities simultaneously.
• Ability to think quickly, use sound judgment, and act appropriately in time-sensitive or emergency situations.
• Ability to work well under pressure, meet time demands, and work overtime when needed.
• Punctuality and regular, reliable attendance.
• Strong interpersonal skills and ability to work effectively with co-workers, clients, guests, and the public.
• Strong computer skills, including Microsoft Suite, Delphi, HMS, and other applicable hotel/reservations/group servicing systems.
• Working knowledge of PMS, CRS, and group reservation processes preferred.
• Ability to work a flexible schedule, including AM, PM, weekends, and holidays, based on group and business needs.
• 1-2 years of experience in hospitality sales, account services, group reservations, or guest services.
• Experience supporting group business within a luxury hotel environment.
• Bachelor’s Degree or equivalent vocational training.

Location & Employment Details

• Location: New York, NY (onsite)
• Pay: USD 31 - 36 per hourly
• Minimum experience: 1 years
• Reports to: Account Service Manager + Director of Group Sales

Technology

• Delphi
• HMS
• Microsoft Suite
• Property Management Systems (PMS)
• Central Reservations Systems (CRS)

Key Relationships

• Internal: Account Services (Groups) Sales Team, CORE Reservations, Front Office, Accounting, and hotel operational teams.
• External: Group clients/planners, hotel guests/visitors, and vendors/suppliers.

Essential Physical Abilities

• Physical activities include walking and standing to a significant degree; sitting for long periods is possible.
• Talking, seeing, hearing, and lifting objects up to 20 lbs with frequent lifting or carrying of objects up to 10 lbs.
• Travel as required.