Group Housing & Billing Manager

Summary of Position :

The role of the Group Housing & Billing Manager is to, (1) manage the group room reservations and inventory through effective leadership, communication, administration and attention to detail, (2) manage all phases of the group billing process, including the request for deposits and administration of the final bill at the conclusion of the event, and (3) resolve any group billing challenges for the contracted meetings and events in a hospitable manner for all hotels within the Classic Hotels & Resorts portfolio.

Essential Functions :

• Build rapport with meeting and event planners while delivering a high level of customer service.
• Within 48 hours of receipt, input all group room listings by following a detailed checklist.
• Work with the Revenue Management Department to achieve optimum occupancy and revenue.
• Reviews contracts for accuracy in rates, dates, billing inventory levels, and other. miscellaneous information
• Create and maintain complete files on all bookings reflected in Sales PMS.
• Handles all group and event guest requests, comments, and complaints.
• Conduct Zoom and / or Microsoft Teams calls with meeting and event planners.
• Participates in weekly group pick-up meetings.
• Attend group pre-convention meetings (Pre-Cons) when applicable.
• Answer reservation sales calls when volume dictates.
• Compile all group and event charges from various departments within each property.
• Construct and administer the final bill to the group or event.
• Resolve any billing challenges directly with the meeting and event planner.
• In a timely manner, communicate with resort departments to accurately invoice Catering and Conference Service groups.
• Promptly answer telephones interpreting and assisting group and event guests with their challenges, and clearly describing folio charges.
• Use file resources to research and resolve guest challenges quickly and accurately.
• Effectively negotiate compromises with guests using a positive and diplomatic manner, remaining calm and alert, at all times.
• Provide pickup reports to meeting planners prior to cut-off dates in a timely manner.
• Provide final pickup reports to meeting planners in a timely manner.
• Ensure actual pickup numbers are loaded into Sales Force system in a timely manner.
• Bill revolving accounts on a bimonthly or monthly basis.
• Sort and file reports, documentations, and copies by account name.
• Assist in storage rotation, may include some moderate lifting.
• Represent department at resort wide meetings, as necessary.
• Assist Accounts Receivable team with overflow, as necessary.
• Complete month-end duties including group commission accruals and complimentary suite accruals.
• Comply with the Arizona Grand Resort Heartfelt culture (Vision, Values & Standards) of conduct as set forth in the resort communications.
• In general, will exercise discretion and independent judgment involving the comparison and the evaluation of possible courses of conduct and acting or making decisions after various possibilities or situations have been considered.
• Other tasks as assigned by Director of Group Housing & Billing and the Director of Event Management.

Qualifications :

Education :   High School diploma or equivalent

Experience : Six months prior reservations or front office experience in a hotel is preferred. Prior experience with

the Springer Miller System is preferred.

Certificates or Licenses :   N / A

Knowledge, Skills, and Abilities :

• Strong knowledge and ability to use the Microsoft Office Suite 2010
• Working knowledge of the Springer Miller system is preferred, but not necessary.
• Ability to maintain consistency, diplomacy and tact in difficult or challenging situations.
• Ability to communicate with guests and meeting / event planners in a timely, hospitable manner.
• Ability to follow detailed record-keeping procedures that involve intense administration and attention to detail.
• Ability to make independent decisions.
• Ability to make quick and efficient decisions to benefit the team and guest.
• Ability to effectively deal with guests challenges.
• Basic computer skills including working with Outlook, Excel, and Word.

Personal Characteristics :

• Behaves ethically.
• Communicates effectively : Speaks and listens in a clear, thorough, and timely manner, effectively reading and writing, using the English language.
• Professional Appearance : Exhibits an appearance appropriate for a four-diamond resort (Specific grooming standards are available for review).