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Group Reservations Coordinator

POSITION OVERVIEW

The Group Reservations Coordinator (hotel liaison and customer support) will arrange guest and staff accommodations at TED Conferences. You’ll manage all hotel reservation bookings, balance room inventory and expertly handle all customer questions to provide a seamless experience during TED conferences and events. You’re highly efficient and organized, have a mastery of  spreadsheets, work well under pressure, and are comfortable managing shifting priorities. Your contributions bring attendees together which supports our mission: ideas worth spreading.

 

Note: This position is maternity leave coverage and ends in early 2023. 

 

RESPONSIBILITIES

  • Act as the reservations liaison between attendees and hotels for individual and group bookings. 
  • Manage room blocks for 2000+ rooms at peak, 10,000+ room nights. Build and organize multiple rooming lists, balance room inventory across hotels and mitigate attrition.
  • Provide world-class service to conference attendees via phone, email and in-person.
  • Report on trends in attendee feedback, booking patterns and highlight potential risks.
  • Maintain strong relationships with all of our hotel partners.
  • Develop and reconcile hotel revenue and expense budgets.
  • Research hotel options for each conference destination and assist with selection and optimal room block size. Review contract terms including room rates and concessions.
  • Manage all booking changes leading up to the conference and troubleshoot any last-minute issues.
  • Be available for on-call requests and troubleshooting during conference hotel days.

QUALIFICATIONS / SKILLS

  • Degree (preferred) or diploma in tourism, hospitality or similar experience.
  • 2+ years of group reservations experience in tourism or hospitality, preferably with high-profile clientele. 
  • Excellent working knowledge of room block management software.
  • Advanced working knowledge of Google Sheets and Microsoft Excel. Comfortable with general Google applications / Microsoft suite. 
  • Events experience an asset.
  • Extraordinary customer support or relationship management experience, both in-person and online.
  • Highly organized and able to prioritize competing deadlines. 
  • Great communication: interpersonal, verbal and written.
  • Meticulous attention to detail.
  • Tech-savvy, fast learner of new tools.
  • Quantitative and qualitative analytical and problem-solving skills. 

 

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