Group Liaison

Under the direction of both the Director of Guest Services and the Director of Conference Services, assists with coordination of conference groups. Works directly with groups’ onsite leaders to coordinate group needs while on campus.

• High school diploma or equivalent is required, college degree a plus,
• Experience in Guest Services, Front Desk or Conference Services is considered a plus.
• Computer knowledge: Basic knowledge of Microsoft Outlook, Word, and Excel knowledge preferred.
• Organizational and multi-tasking skills are essential.
• The equivalent combination of education, training and related customer service experience may be considered (i.e. non-hospitality related).·
• Must be able to establish and maintain effective working relationships with staff, co-workers, guests, members and others on campus; must be able to courteously and efficiently answer questions.
• Strong verbal and nonverbal communication skills required. Use of active listening and nonverbal cues to understand and assess guest needs, the ability to proactively resolve guest issues and know when to escalate complex problems to management are essential.

1. Assist the Conference Service team as the first contact for groups when they arrive onsite. 

2. Upon group arrivals, ensure any edits or updates from the group contact are relayed immediately to the Silver Bay team in addition to reviewing their contracted details with the contact via what is in the property management system (Maestro).

3. Ensure all group participants are checked in, rates are posting correctly and all group contracts are organized accordingly at the front desk.

4. Review with each group that all details relayed during the planning process have been appropriately executed.

5. Maintain a constant presence to assist groups with any additional needs throughout their stay.

6. Review group details prior to all group arrivals through Maestro, group contracts and communications from Conference Services.

7. Ensure any waivers or documents specific to the group contacts are addressed and signed.

8. Assist the Guest Services team with the group participant check-in process; and regular member guests as needed.

9. Be prepared to lead groups on tours of their contracted locations.

10. Prepare end-of-shift reports for the conference services team.

11. Perform any other duties as assigned by the department directors.

12. As a 24-hour operation, all staff may be asked to work weekends, evenings, or night shifts and/or holidays to serve our members, guests, and program participants.