Marriott International Vacancy for a Reservations Manager
Marriott International is a leading global lodging company based in
Bethesda, Maryland, USA, with more than 4,100 properties in 79 countries
and reported revenues of nearly $14 billion in fiscal year
2014. Its
heritage can be traced to a root beer stand opened in Washington, D.C.,
in 1927 by J.
Willard and Alice S. Marriott.
The company operates
and franchises hotels and licenses vacation ownership resorts under 19
brands, including: Marriott Hotels, The Ritz-Carlton, JW Marriott,
Bulgari, EDITION, Renaissance, Gaylord Hotels, Autograph Collection, AC
Hotels by Marriott, Moxy Hotels, Courtyard, Fairfield Inn & Suites,
SpringHill Suites, Residence Inn, TownePlace Suites, Protea Hotels,
Delta Hotels and Resorts, Marriott Executive Apartments and Marriott
Vacation Club. Marriott has more than 361,000 people working worldwide
at managed or franchised properties and corporate offices. Marriott has
been consistently recognized as a top employer and for its superior
business ethics.
Job Title: Reservations Manager
Job Description
You were always one of those curious kids who opened every cabinet,
peeked behind every door, and never ceased to ask "why" when given an
explanation. Today, you bring your personal style to every experience.
You live life to discover. You are passionate about your neighborhood,
always looking to explore the places one wouldn’t find in a travel
guide. If this sounds like you, you’re in the right place. You’ve got
authentic style, natural curiosity and a warm way with people.
Renaissance is not just a place to spend the night, it's a place to
discover, a place in the world with style like yours. That’s why we’re
not just looking for anyone. We’re looking for someone like you.
JOB SUMMARY
Responsible for
soliciting and managing of reservations sales-related opportunities.
Manages and provides training and work assignments to Reservations Sales
staff. Actively up-sells each business opportunity to maximize revenue
opportunity. Achieves personal and team related revenue goals.
Responsible for driving customer loyalty by delivering service
excellence throughout each customer experience. Provides service to our
customers in order to grow share of the account on behalf of the
company.
Education and Experience
• High school diploma or GED; no work experience required.
OR
• 2-year degree from an
accredited university in Business Administration, Marketing, Hotel and
Restaurant Management, or related major; 2 years experience in the sales
and marketing, guest services, front desk, or related professional
area.
CORE WORK ACTIVITIES
Understanding Markets & Maximizing Revenue
• Identifies new reservations sales business to achieve personal and property revenue goals.
• Understands the overall
market, including competitors’ strengths and weaknesses, economic
trends, supply and demand etc. and knows how to sell against them.
• Closes the best opportunities for the property based on market conditions and property needs.
• Monitors same day selling procedures to maximize room revenue and control property occupancy.
• Gains understanding of
the property’s primary target customer and service expectations; serves
the customer by understanding their business, business issues and
concerns, to offer better business solution.
Conducting Daily Reservations Sales Activities
• Responds to incoming reservations sales opportunities for the property that are outside parameters of the .
• Uses negotiating skills and creative selling abilities to close on business and negotiate contracts.
• Uses sales resources and administrative/support staff effectively.
• Assists in monitoring group reservation forecast data.
• Coordinates with sales and Convention Services to process rooming lists and reservation cards.
• Executes and supports
the operational aspects of business booked (e.g., generating proposal,
writing contract, customer correspondence).
• Assists with monitoring accuracy of reservation sales orders within tracking systems.
• Tracks no-show reservations and processes charges as needed.
• Checks daily arrivals to ensure all necessary billing instructions are applied to reservations.
• Manages wait list and prioritizes order of wait list contacts to be made.
• Prepares work and maintenance orders.
Providing Exceptional Customer Service
• Supports customer loyalty and property’s brand standards by delivering service excellence throughout each customer experience.
• Services our customers in order to grow share of the account.
• Provides excellent customer service consistent with the daily service basics of the brand.
• Executes exemplary
customer service to drive customer satisfaction and loyalty by assisting
the customer and ensuring their satisfaction before and during their
program/event.
• Sets a positive example for guest relations.
• Executes exemplary
customer service to drive customer satisfaction and loyalty by assisting
the customer and ensuring their satisfaction before and during their
program/event.
• Serves the customer by
understanding their needs and recommending the appropriate features and
services that best meet their needs and exceed their expectations, while
building a relationship and loyalty to the company.
• Handles guest complaints and disputes following the instant pacification procedures.
Managing and Conducting Human Resource Activities
• Monitors reservations sales agents while on phone calls.
• Develops, implements
and maintains a departmental orientation program for employees to
receive the appropriate new hire training to successfully perform their
job.
• Utilizes all available on the job training tools for employees.
• Creates monthly labor scheduling for team.
Additional Responsibilities
• Utilizes applicable intranet for resources and information.
• Creates contracts as required
How to Apply
Interested and qualified candidates should
Click Here to Apply