Reservations Manager

Salary Details

Salary Description: Competetive Salary Offered

Job Description For Reservations Manager

JOB SUMMARY

Responsible for soliciting and managing of reservations sales-related opportunities. Manages and provides training and work assignments to Reservations Sales Associates and telephone operator Assocaiates. Actively up-sells each business opportunity to maximize revenue opportunity. Achieves personal and team related revenue & process 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.

The Reservations Manager will conduct their duties in a courteous, safe, and efficient manner, in accordance with the hotel's policies and procedures, ensuring that confidentiality is maintained and the JW Associate Handbook is complied with at all times.

CANDIDATE PROFILE

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 reservation, 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.
• Control revenue leakages by consistently monitoring no-show, late cancellations, rebates and rate variances.

Conducting Daily Reservations Sales Activities
• Responds to incoming reservations sales opportunities for the property that are outside parameters of the Event Booking Center.
• Uses negotiating skills and creative selling abilities to sell / upsell rooms and suites.
• Uses sales resources and administrative/support staff effectively.
• Assists in monitoring group reservation forecast data.
• Coordinates with Sales and Event 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.

Guest Relations
• Follow proper escalation procedures when addressing guest concerns.
• Ensure all guest requests are replied to within a timely manor
• Ensure that KPIs are met on chat response times through GXP and that pre arrival checks are done and communicated to the team
• Work with operations team to ensure all guest feedback is addressed in timely manor
• Supervises AYS agents and runners to ensure prompt and complete resolution of guest calls and requests.
• Coordinates the process of receiving and resolving guest issues and requests.

Leading Human Resources Function
• Utilises interpersonal and communication skills to lead, influence, and encourage others - demonstrates honesty and integrity and leads by example;
• Encourages and builds mutual trust, respect, and cooperation among team members;
• Serves as a role model to demonstrate appropriate behaviours;
• Identifies the developmental needs of others and coaches, mentors, or otherwise helps others to improve their knowledge or skills;
• Develops specific goals and plans to prioritise, organise, and accomplish ones work;
• Ensures and maintains the productivity level of all Associates;
• Provides the leadership, vision, and direction to bring together and prioritise the departmental goals in a way that will be efficient and effective;
• Ensures compliance with all hotel policies, standards, and procedures by overseeing, training, and following up with sign offs;
• Ensures compliance with all applicable laws and regulations;
• Establishes and maintains open and collaborative relationships with Associates and ensures Associates do the same within their team;
• Establishes guidelines so Associates understand expectations and parameters.

Ensuring Exceptional Guest Service - Internally & Externally
• Empowers Associates to provide excellent guest service;
• Supports customer loyalty and property's brand standards by delivering service excellence throughout each customer experience.
• Sets a positive example for guest relations
• Provides feedback to Associates in an effort to improve their service skills;
• Build and contribute to other departments by leading, participating, and supporting team events or training;
• Drive results by setting high standards of performance for one's self and/ or others.
• 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

Leadership & Training
• Collaboration and communication with the Senior Leadership Team and all Associates;
• Promoting effective communication amongst all Associates to ensure every member of the team has sufficient information and resources to foster meaningful connections with our guests;
• Building long-lasting relationships with Associates and guests;
• Train, mentor and coach the reservation and AYS team to effectively handle incoming enquiries, telephone etiquette, brand standards and reservation call audits.
• Providing guidance to all Associates by giving constructive feedback. To identify learning gaps and develop training systems designed around our Associates developmental needs;
• Understanding the Associates strengths and weaknesses and in doing so, foster a working environment where they are able to build on constructive feedback;
• To encourage the use of direct and indirect feedback to improve Associates self-awareness and development in growing within Marriott International.

Human Resources
• Embracing the JW Marriott mission and values and ensuring it is cascaded to our Associates;
• Supports a departmental orientation program for Associates to receive the appropriate new hire training to successfully perform their role;
• Promoting a playful working culture based on Marriott's "Put People First" value and JW's core values whereby Associate can achieve their fullest potential, and their accomplishments are recognised and rewarded;
• Embracing Associates development by actively planning and participating in training initiatives;
• Encouraging bottom-up feedback, communication to regularly review and action on Associate suggestions;
• Provides guidance and direction to Associates, including setting performance standards and monitoring performance.

Administration
• Acting ethically in the handling, reporting, and use of confidential information;
• Ensure health & safety regulation standards are complied with;
• Working knowledge of federal, state, and local laws governing equal employment opportunity and civil rights, occupational health and safety, wage and hour issues, and labour relations;
• Conducting meetings, communicating regularly with peers and other departments;
• Flexibility to respond to a range of different work situations.
• Knowledge and sound understanding of financial knowledge, controls, inventory, costs, expenses, and all cash handling procedures and policies.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of "Wonderful Hospitality. Always." by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that's synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you're happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand's namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you'll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That's The JW Treatment™. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.