Cluster Mgr-Reservations Job at Marriott Bonvoy (Higashiyama)

Job Description

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.

Job Responsibility

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
Responds to incoming reservations sales opportunities for the property that are outside parameters
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
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
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
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
Utilizes applicable intranet for resources and information
Creates contracts as required

Requirements

High school diploma or GED
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

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Cluster Mgr-Reservations

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