Reservation Manager - Hoi An Marriott Resort & Spa Job at Marriott Bonvoy (Hoi An)

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

Identifying new reservations sales business to achieve personal and property revenue goals
Understanding the overall market, including competitors’ strengths and weaknesses, economic trends, supply and demand etc. and knows how to sell against them
Closing the best opportunities for the property based on market conditions and property needs
Monitoring same day selling procedures to maximize room revenue and control property occupancy
Gaining understanding of the property’s primary target customer and service expectations
Responding to incoming reservations sales opportunities
Using negotiating skills and creative selling abilities to close on business and negotiate contracts
Using sales resources and administrative/support staff effectively
Assisting in monitoring group reservation forecast data
Coordinating with sales and Convention Services to process rooming lists and reservation cards
Executing and supporting the operational aspects of business booked
Assisting with monitoring accuracy of reservation sales orders within tracking systems
Tracking no-show reservations and processes charges as needed
Checking daily arrivals to ensure all necessary billing instructions are applied to reservations
Managing wait list and prioritizes order of wait list contacts to be made
Preparing work and maintenance orders
Supporting customer loyalty and property’s brand standards by delivering service excellence throughout each customer experience
Servicing customers in order to grow share of the account
Providing excellent customer service consistent with the daily service basics of the brand
Executing exemplary customer service to drive customer satisfaction and loyalty
Setting a positive example for guest relations
Handling guest complaints and disputes following the instant pacification procedures
Monitoring reservations sales agents while on phone calls
Developing, implementing and maintaining a departmental orientation program for employees
Utilizing all available on the job training tools for employees
Creating monthly labor scheduling for team
Utilizing applicable intranet for resources and information
Creating contracts as required

Requirements

High school diploma or GED
no work experience required
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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Reservation Manager - Hoi An Marriott Resort & Spa

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