Wholesale/Group Billing Coordinator

At Loews Hotels at Universal Orlando, our team members get to make a difference and have fun every day. Our world-class team brings to life the incredible, award-winning hotels located at Universal Orlando Resort.

Named one of Central Florida’s Top Workplaces and one of America’s Best-in-State Employers by Forbes, we are committed to our “power of we” culture.

Are you looking for a place where you can bring your authentic self to work every day and be able to connect, engage and delight?

• We offer excellent benefits and perks including one free meal per shift and free theme park access.

• We have a dynamic culture that makes every day interesting, challenging, fulfilling and fun.

• We embrace diversity at our core and offer the opportunity for all team members to reach their potential.

• We invest in training and development opportunities for all team members.

• We promote social responsibility by being a good neighbor in the community.

• We care for you, just as we care for others.

About Lakewood Regional Support

Our regional support center provides resources to our hotels for multiple areas including Human Resources, Engineering, Purchasing, Accounting, Security, Group Reservations, Guest Contact Center, Information Technology, Laundry and Communications.

The Hotel Group Wholesale Billing Coordinator, reporting to the Hotel Director of Finance, is responsible for providing onsite support for group billing to ensure an accurate posting master is ready for invoicing within designated service level standards that are designed to meet client expectations and optimize cash flow cycles.  This position acts as the liaison between Hotel Operations (Meetings & Events, Reservations, Food & Beverage, Audio Visual), FSC Credit & Billing, and the client for all related group billing needs to ensure pre-arrival advance deposits are accurately estimated, posting masters accurately reflect charges for products and services rendered to groups in accordance with contractual terms, and any billing disputes that arise during the collection efforts are resolved.  All resolutions to billing disputes require the approval of the Meetings and Events Manager.

This position is responsible for ensuring that the Property Group Billing Checklist is initiated for each group prior to group’s arrival and that each task on the checklist is completed by the Hotel to ensure an accurate posting master is ready for invoicing within designated service level standards.  For any hotel that invoice posting masters locally, this position is responsible for executing the FSC Invoicing Checklist.  These responsibilities require partnering with the Event Manager, FSC Group Billing, FSC Credit and Collections, and Hotel Operations to ensure invoicing timeliness and a positive and efficient client experience.

This position is responsible for attending pre-cons, providing daily master account folio reviews with the client while onsite, ensuring all contracted goods and services are posted to the master folio within the established service level standard, and ensuring invoice accuracy prior to release of the invoice to the client. These responsibilities are expected to be executed with a customer service focus consistent with Loews Brand Standards. 

Essential Functions and Responsibilities:

• Attends resume meetings as the onsite representative for group billing

• Attends pre-cons as the onsite representative for group billing to review and confirm billing instructions and routing set up in Opera for all attendee reservations is accurate

• Monitors daily reporting – in-house guest lists and no-show reports, cancellations

• Verifies attrition and cancellation calculations by Revenue Management

• Verifies Rooms, F&B and A/V concessions, discounts, and rebates are appropriately applied  

• Researches and corrects billing issues within 5 days of group departure

• Corrects reservation routing of individual attendees’ charges while group is in house or within 3 days of departure

• Sends credit card links to collect additional deposits required while group is onsite or within 24 hours of arrival

• Reconciles daily banquet checks against Point of Sale / Property Management System postings

• Audits billing ensuring accuracy prior to sending invoice to client

• Performs on-site billing review with clients

• Partners with Meetings and Events to ensure estimated spend is accurately calculated and required advance deposits are invoiced in accordance with contractual terms

• Monitors collection of past due deposits and receivables in partnership with FSC Group Credit Coordinator

• Provides property support as needed to FSC for group commission payments

• Scans backup to FSC for charges posted locally; answers questions or disputes, provides missing information

• Processes invoices from third party vendors for payment & ensures charges to the client are posted to the master folio

• Verifies that PM accounts and Billing Checklists are established 45 days prior to group arrival

• Arranges for cash paid outs as required by clients

• Ensures invoice is formatted in accordance with client’s expectations by ensuring the accurate routing of charges to multiple folios as requested by the client

• Acts as liaison between client and FSC ensuring that billing information is complete and accurate

• Acts as the direct point of contact with the client to resolve all billing disputes

• Complies with all Standard Operating Procedures (“SOPs”, Met Forms, SOX Controls, Compliance Self-Assessment Controls) and Internal Controls.

• Monitors “open folio” report to resolution and trains Front Office staff on handling of open folios

• Attends monthly hotel credit meetings

• Ability to perform “Physical Requirements” and “Mental Effort Requirements” as explained below

• Advises FSC of any late charges posted after Posting Master is closed via the Sales and Catering system Chatter function (if applicable).

• Ensures all tasks on Property Group Billing Checklist are completed by correlating departments prior to turning over to FSC / sending invoice to client.

• Other duties as assigned.

Specific Functions and Responsibilities:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation:

Preferred:

• Hotel Accounting or Front Office experience preferred.

• Contract knowledge

• Opera knowledge

Education:

• High School Diploma or equivalent

Experience:

• At least three-years’ experience in the hospitality industry with good knowledge of group reservations and group billing