Group Services Manager

What We're Looking For:

The Group Services Manager is responsible for leading the daily operation of Group Reservations and Delphi Administration, managing and supporting the preparation, coordination, and servicing of group reservations while ensuring the efficiency and accuracy of information entered into the Delphi system. The Group Services Manager will work closely with our hotel partners and meeting planners to ensure maximum business flow through of all group reservation and Delphi administration processes for the brand while maintaining focus on the overall customer experience.

Who You Are:

• Inspires, develops, and holds remote teams accountable while fostering a culture of engagement, inclusion, and high performance.

• Excels at managing complex reservation operations, leveraging data and metrics to drive efficiency, service levels, and business results.

• Demonstrates strong proficiency in Delphi and reservation systems, ensuring data integrity, compliance, and continuous process improvement.

• Builds trusted partnerships across departments and properties while effectively resolving escalations, challenges, and changing business needs.

• Communicates effectively, leads through change, and consistently delivers exceptional service experiences for both guests and stakeholders.

What You Will Do:

• Provide direct leadership, including hiring, coaching, development, performance management, and engagement of a remote team of Group Reservation Coordinators and Delphi Systems Analysts within the Customer Engagement Center (CEC) Group Services Department.

• Monitor and oversee the end-to-end group reservations process, ensuring service level goals are met through effective resource coordination, operational analysis, and performance reporting.

• Manage Delphi system administration, maintenance, reporting, and compliance through routine audits, issue resolution, month-end processing, and revenue, operational, and ad hoc reporting.

• Maintain a strong control environment by ensuring adherence to established procedures, testing processes regularly, and implementing corrective actions as needed.

• Deliver training, performance reviews, coaching, goal setting, and development plans to support team and departmental success.

• Foster a culture of courtesy, professionalism, accountability, and inclusion by communicating the value of each team member and addressing challenges with genuine care and timely escalation.

• Lead change management efforts by effectively communicating and reinforcing updates related to systems, processes, and property information.

• Collaborate with CEC teams, hotel properties, and cross-functional partners to enhance guest experiences, team member engagement, and operational effectiveness.

• Serve as the primary escalation point and subject matter expert for group reservations, providing guidance, troubleshooting, and support to team members and hotel partners.

• Control departmental costs through effective labor management, productivity monitoring, and achievement of savings objectives.

• Build and maintain strong relationships with hotel leadership, meeting planners, and key stakeholders to ensure needs are met and concerns are resolved promptly and professionally.

• Partner with CEC leadership to ensure alignment, training, operational readiness, and support of Group Services processes and initiatives.

• Participate in departmental leadership coverage, floor management, call volume support, and other operational responsibilities as business needs require.

• Maintain expert knowledge of hotel offerings, company standards, and departmental processes while demonstrating consistent attendance, schedule flexibility, and participation in required training and meetings.

Your Experience Includes:

• Demonstrated proficiency with Delphi and Opera PMS.

• Strong collaboration skills with the ability to contribute positively to a team-oriented environment.

• Ability to build effective working relationships while maintaining confidentiality and professionalism.

• Excellent written and verbal communication skills.

• Ability to remain composed, make sound decisions, and perform effectively in fast-paced or challenging situations.

• Strong organizational skills with the ability to prioritize workload and adapt quickly to changing business needs.

• Intermediate proficiency in Microsoft Excel, including spreadsheet creation, analysis, and reporting functions.

• Proficiency in Microsoft Office applications, including Outlook, Word, and internet-based tools.

• Strong overall computer skills with the ability to quickly learn and apply new systems and technologies.

• High School Diploma or GED required; some college coursework preferred.

• Three to five years of supervisory experience in a comparable environment preferred, ideally within hospitality, sales, reservations, or customer service operations.

Who You'll Supervise:

• Group Services, Delphi Systems Analysts

• Group Reservations Coordinators