Crescent Hotels & Resorts · 7 hours ago
SENIOR LEAD - GROUP & VIP EXPERIENCE
Owings Mills, MD
Contract
Onsite
Senior LevelCrescent Hotels & Resorts is seeking a Senior Lead for Group & VIP Experience. The role involves managing group and business travel reservations, ensuring guest satisfaction, and coordinating VIP accommodations while maintaining high professional standards.
HospitalityLeisure
Responsibilities
Professionally answer incoming calls and greet prospective guests with courtesy and clarity. Listen attentively to understand inquiries and provide accurate information regarding availability, accommodation types, transportation, rates, and promotions. Promote Crescent Hotels and brand-specific marketing programs while assigning reservations according to guest preferences and availability
Accurately read, retrieve, and communicate reservation details, including confirmation numbers. Efficiently input and extract data using the hotel’s reservation system while utilizing appropriate codes for accuracy and efficiency
Provide knowledgeable responses regarding hotel facilities, amenities, services, airline partnerships, local attractions, and directions. Clearly explain deposit, guarantee, and cancellation policies. Handle guest concerns and complaints professionally, seeking timely and effective resolutions including alternate accommodations when necessary
Assist with negotiated account reservations, billing setup for individual reservations, and proper configuration of tax-exempt accounts
Process credit card charges for group and catering deposits associated with master accounts
Create and maintain new local negotiated rate accounts while ensuring data alignment between Marsha and Lightspeed systems
Manage VIP reservations for ownership, Crescent leadership, and other designated guests
Review rooming lists, manage group blocking, and coordinate VIP upgrades
Adhere to company attendance standards and maintain consistent availability for scheduled shifts
Oversee transient and group commission management
Perform other related duties as assigned
Lead all “rooms-only” group turnover activities, including client introductions, reservation coordination, group blocking, payment collection, CI/TY activity tracking, Lightspeed data entry, gift and amenity distribution, resume preparation, on-site coordination, and overall group actualization
Review daily arrivals to ensure proper CFT coding
Execution the Luminous Program, including reservation audits, detailed notes, amenity setup, and communication with the Front Desk team
Handle suite reservations, ensuring guest qualification and enforcement of no-party policy. Group Rooms
Group builds in Lightspeed
Schedule and lead weekly pickup meetings, updating group blocks accordingly
Track attrition and identify potential release opportunities
Enter and verify group reservations, billing setup, and room blocking
Audit group billing for accuracy prior to client invoicing
Communicate professionally and promptly with clients regarding all group details
Coordination of group deposits, credit card processing, and communication of cut-off dates
Coordinate shuttle services, amenity drops, resumes, and client correspondence
Ensure system inventory accuracy and documentation in CI/TY
Write and distribute group room resumes for internal communication
Oversee all aspects of group assistance and actualization
Assist Accounting with preparation of end-of-month billing packets for review and client submission
Audit reservation spreadsheets and folios for accuracy
Ensure all reservations are properly coded, with welcome letters provided
Coordinate any required shuttle services
Provide personalized welcome letters and pre-keyed custom RFID key cards for all group reservations
Coordinate weekly billing in accordance with Ravens’ preferences, ensuring detailed and accurate documentation
Maintain separate AR accounts for group and transient reservations for clarity
Communicate any block adjustments only with Sales and Management approval
Adhere to NFL protocols and Ravens policies, including potential adjustments to block numbers and cancellation flexibility
Qualification
Required
Strong verbal and written English communication skills
Professional appearance, demeanor, and a positive, self-starting attitude
Ability to handle guest interactions with patience, tact, and diplomacy
Proficiency in computer systems and data entry (minimum 40 WPM)
Ability to build and maintain effective relationships with colleagues, guests, and partners
Team-oriented with a willingness to assist co-workers as needed
Capable of remaining seated for extended periods and working in a fast-paced environment
Preferred
Team Player: Works well as a member of a group
Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
Dedicated: Devoted to a task or purpose with loyalty or integrity
Self-Starter: Inspired to perform without outside help
Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
Company
Crescent Hotels & Resorts
This is the guiding principle that drives every aspect of hotel operations through Crescent Hotels & Resorts.
Founded in 2001
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Mike Metcalf
Chief Operating Officer
Dawn Gallagher
Chief Commercial Officer
Recent News
2026-01-14
2025-11-04
2025-10-28
Company data provided by crunchbase