ABOUT US:

Nestled along the Pacific Coast, La Bahia Hotel & Spa celebrates its dramatic setting where Monterey Bay meets Santa Cruz’s Main Beach. Inspired by Spanish-Mediterranean architecture, the hotel offers elevated accommodations, dining, and wellness experiences rooted in the spirit of the California coast.

SUMMARY:

The Group Reservations & VIP Coordinator reports directly to the Director of Revenue Management and oversees the accurate processing of group reservations, rooming lists, VIP arrangements, and pre-arrival coordination. This role partners with Sales, Front Office, Housekeeping, and other hotel departments to deliver seamless group experiences, protect room inventory, and uphold La Bahia Hotel & Spa’s luxury service standards.

DUTIES/RESPONSIBILITY:

• Receive, review, enter, and maintain group rooming lists in OPERA Cloud, including additions, changes, cancellations, and special requests.

• Confirm group reservation details, including guest names, stay dates, room types, contracted rates, payment methods, billing routing, and applicable inclusions.

• When processing group rooming lists, coordinate contracted room upgrades and confirm upgrade priority with Sales and the Director of Revenue Management when a room type is oversold; implement only approved assignments and upgrades.

• Create and maintain group booking links in the approved reservation and distribution systems; verify booking dates, rates, room availability, and applicable restrictions.

• Create, maintain, and process group deposit schedules in accordance with contracted terms; track due dates, payment status, and outstanding balances and escalate exceptions.

• Send secure credit card authorization requests through Canary and follow up on outstanding authorizations in accordance with hotel payment and data-security procedures.

• Book and maintain ResortPass reservations for groups, including verifying approved inclusions, dates, quantities, and applicable charges.

• Monitor rooming list deadlines, group pickup, cutoff dates, and block discrepancies; escalate inventory concerns to the Director of Revenue Management.

• Identify guests with consecutive reservations across back-to-back groups and proactively coordinate room assignments to keep guests in the same guestroom whenever operationally possible.

• Cross-reference consecutive group rooming lists, verify room type compatibility, document linked reservations, and coordinate with Front Office and Housekeeping to minimize room moves.

• Review and update group room assignments as rooming lists change; communicate unavoidable room moves and assignment conflicts before arrival.

• Coordinate VIP reservations, room preferences, special requests, welcome amenities, and approved upgrades with the appropriate departments.

• Prepare and communicate VIP arrival details for executives, ownership, high-profile guests, site inspections, and other designated VIPs.

• Inspect designated group VIP guestrooms prior to arrival to verify room readiness, cleanliness, requested amenities, and special arrangements; report and follow up on any deficiencies with the appropriate departments.

• Greet arriving groups and group VIPs when necessary, assisting with arrival coordination and directing requests to the appropriate team members.

• Coordinate group arrival and departure requirements, including early arrivals, late departures, accessible accommodations, connecting rooms, and special check-in arrangements.

• Review group resumes and communicate operational instructions to Front Office, Housekeeping, Bell/Valet, Food & Beverage, and other relevant teams.

• Conduct pre-arrival audits of group reservations to verify rates, room types, market/source codes, billing instructions, payment information, and special requests.

• Identify duplicate, overlapping, incomplete, or conflicting reservations and work with the appropriate departments to resolve discrepancies.

• Maintain group arrival calendars, rooming list trackers, reservation records, and accurate status reports.

• Prepare group pickup and reservation reports and assist with post-departure reservation reconciliation and no-show review.

• Coordinate with Sales on contracted group details while referring rate changes, inventory releases, and other revenue decisions to authorized management.

• Provide professional and timely service to group contacts, VIP guests, internal departments, and other stakeholders.

• Assist with reservation quality-control projects and other duties assigned by the Director of Revenue Management.

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities at any time, consistent with applicable law and reasonable accommodation requirements.

QUALIFICATIONS:

• Prior hotel reservations, group reservations, front office, or related hospitality experience preferred.

• Experience with OPERA Cloud or comparable property management systems preferred.

• Strong attention to detail and ability to manage complex rooming lists, billing instructions, and multiple deadlines.

• Excellent written and verbal communication skills and a polished, guest-focused approach.

• Proficiency in Microsoft Excel, Outlook, and other Microsoft Office applications.

• Ability to coordinate across departments, prioritize competing requests, and maintain guest confidentiality.

• Commitment to luxury hospitality standards and accurate reservation and inventory management.

• Ability to lift and carry a minimum of 20 pounds as required for assigned duties, with or without reasonable accommodation.

• Ability to walk throughout the hotel, access guestrooms, and perform in-person guestroom inspections as required, with or without reasonable accommodation.

This position offers an opportunity to contribute directly to the guest experience and the operational success of group business at La Bahia Hotel & Spa.