Groups Operations Executive, Totalstay Group – Job Specification

Job Titletotal-stay-group

  • Groups Operations Executive

Purpose of Role

  • Operate and successfully confirm group’s enquiries (Leisure Groups, Student Groups, MICE/BT, Tours and VIP bookings).
  • Increase profit by selling extra service on each booking.
  • Develop a portfolio of client assigned.
  • Excellent customer services to clients and suppliers.

Duties and Responsibilities

  • Receiving groups request (from clients around the World) on a daily basis, prioritizing this work accordingly to deadlines and start working on each booking.
  • You will be fully responsible for the successful commercial outcome of every booking, taking daily decisions on mark-ups, properties, extra services and the correct operation of the booking once it has been confirmed
  • Negotiating with suppliers according to the sales requirements either by e-mail or telephone to make a reservation
  • Increasing profit revenue by upselling extra services to 30% of your workload.
  • Rate comparison and rates negotiations with Hotels and suppliers
  • Negotiations of Terms and Conditions
  • Providing suitable alternatives when required and negotiating possible compensations when hotels do not provide the standard of service required
  • Replying to clients/prospective clients with in services level agreement
  • Dealing with all operational matters once the group has been confirmed such as amendments, pax changes, rooming, pre-forma and follow up of cancellation and payments terms and conditions
  • Liaising with Sales, Contract and Accounts departments
  • Inputting financial data into systems and documentation as part of the Incoming Reservations procedures
  • Focusing in maintaining good relationships with existing clients and obtaining new group business
  • Dealing general administration duties required within the role
  • Other duties as required from time to time

Level of financial responsibility

  • You will have financial authority (up to agreed limits) for decision making in relation to mark-ups, cancellations deadlines and payments deadlines

Line management responsibility

  • You will be reporting to the Groups Operation Supervisor


  • Available to travel and meet clients and suppliers

Experience, Qualifications, Training requirements

  • Desirable Groups Reservation experience
  • Desirable Negotiations experience
  • Proactive approach to learn is a must

Knowledge, Skill, Behavioral requirements

  • Fluent in English and another EU Language
  • Strong communication, negotiation and client relationship management skills
  • Good team player
  • Stamina and persistence
  • Ability to anticipate and solve problems – especially at the last minute
  • Ability to work under pressure and to tight deadlines
  • Financial awareness including budgeting skills
  • Ability to organise and plan effectively and to prioritise tasks in order to manage multiple activities and meet deadlines
  • A ‘can-do’ approach

Key measures

  • Quarterly Profit Target
  • Quarterly Client Portfolio Target
  • Quarterly Negotiations Target
  • Quarterly Customer satisfaction review
  • Errors and omissions reviews
  • Constant update to clients and supplier (within the department guideline)

Details: Groups Operations Executive