Social Group Lodging Coordinator - Full Time

Job Description

The starting pay range for this position begins at $19.44/hour and is based on the level of qualifications and relevant experience above the minimum requirements.

The Social Group Lodging Coordinator serves as the primary point of contact for lodging needs associated with organized Biltmore social events, including weddings, anniversaries, family reunion events along with other groups as assigned. This role provides personalized, gracious service to main contacts for the event as they navigate their included accommodations, room upgrades, guest lodging options, discount links, and contracted room blocks.

Working closely with Catering Sales Managers, the Group Rooms team, and Group Sales & Analytics, the Coordinator ensures that lodging arrangements are communicated accurately, documented thoroughly, and executed seamlessly. Because many social clients are navigating group accommodations for the first time, this position requires patience, attention to detail, proactive communication, and the ability to explain lodging options and financial responsibilities clearly.

Schedule varies, but is generally weekdays from 8:30am-12pm or 1pm-5pm.

Essential Job Duties

1. Deliver gracious, polished, and responsive service throughout the planning process.

2. Serve as the primary lodging resource for Biltmore Social event and Wedding clients, responding to client inquiries within 24 business hours and maintaining organized communication through email and telephone.

3. Review Social contracts before communicating lodging arrangements to ensure included room types, additional nights, upgrades, and other negotiated accommodations are accurately reflected.

4. Introduce wedding couples to their included accommodations and assist with extending stays, upgrading guestrooms or suites, and understanding associated rates and charges.

5. Communicate guest lodging options, including group discount links, and provide clients with the information and resources needed to share accommodations options with their guests.

6. Educate clients on the differences between individual lodging reservations, discounted booking links, and contracted room blocks, helping them select the option that best meets the needs of their social event or wedding.

7. Coordinate room block requests, obtain rates from Group Sales & Analytics, prepare Rooms Addenda, communicate deposit requirements, and assist clients throughout the contracting process.

8. Manage contracted room blocks from execution through arrival, including rooming lists, special requests, billing arrangements, cutoff dates, deposits, additions, and cancellations.

9. Maintain awareness of room block cutoff dates and proactively communicate approaching deadlines to clients. Assist with final lodging balances and documentation prior to the wedding.

10. Prepare and revise internal Rate Concession Forms when clients modify their included accommodations, ensuring dates, room types, billing arrangements, and applicable credits are accurately documented.

11. Understand and accurately communicate lodging billing methods, including Individual Pays Own (IPO), Room & Tax to Master (RTM), and All Charges to Master (ACM).

12. Maintain detailed lodging notes and updates in INFOR Sales and Catering (SCS) program so Catering Sales Managers and other internal partners have visibility into client conversations, quoted rates, upgrades, and decisions.

Qualifications

1. Previous experience in hospitality, hotel operations, reservations, catering, weddings, events, or a related client-service environment.

2. Strong customer service and relationship-building skills.

3. Excellent written and verbal communication skills.

4. Demonstrated ability to manage detailed information, deadlines, and multiple client accounts simultaneously.

5. Comfort working with rates, deposits, billing arrangements, and basic financial calculations.

6. Strong proficiency with Microsoft Outlook, Word, and Excel.

7. Experience with CRM, Sales and Catering and hotel reservation systems preferred.

8. Ability to collaborate effectively across Catering, Sales, Reservations, and Hotel Operations.

9. Ability to maintain professionalism and composure while assisting clients with complex or time-sensitive requests

10. Valid driver's license required; some travel is necessary

Physical Requirements

1. Primarily office based; may be required to stand/walk for extended periods of time

2. Exert physical effort in lifting/transporting 35 to 50 pounds occasionally

3. Communicates with guests, management, and co-workers to their understanding

4. May also work outside for on-sites, and/or climb stairs to access historic building or areas