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Reservation Manager

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Marriott Bonvoy

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Location:
Vietnam , Da Nang

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Category:
Hospitality and Tourism

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Contract Type:
Not provided

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Salary:

Not provided
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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:

  • Identify new reservations sales business to achieve personal and property revenue goals
  • Understand overall market including competitors' strengths and weaknesses, economic trends, supply and demand etc. and know how to sell against them
  • Close best opportunities for the property based on market conditions and property needs
  • Monitor same day selling procedures to maximize room revenue and control property occupancy
  • Gain understanding of property's primary target customer and service expectations
  • Serve customer by understanding their business, business issues and concerns to offer better business solution
  • Respond to incoming reservations sales opportunities for the property that are outside parameters of Event Booking Center
  • Use negotiating skills and creative selling abilities to close on business and negotiate contracts
  • Use sales resources and administrative/support staff effectively
  • Assist in monitoring group reservation forecast data
  • Coordinate with sales and Convention Services to process rooming lists and reservation cards
  • Execute and support operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence)
  • Assist with monitoring accuracy of reservation sales orders within tracking systems
  • Track no-show reservations and process charges as needed
  • Check daily arrivals to ensure all necessary billing instructions are applied to reservations
  • Manage wait list and prioritize order of wait list contacts to be made
  • Prepare work and maintenance orders
  • Support customer loyalty and property's brand standards by delivering service excellence throughout each customer experience
  • Service customers in order to grow share of the account
  • Provide excellent customer service consistent with daily service basics of the brand
  • Execute exemplary customer service to drive customer satisfaction and loyalty by assisting customer and ensuring their satisfaction before and during their program/event
  • Set a positive example for guest relations
  • Handle guest complaints and disputes following instant pacification procedures
  • Monitor reservations sales agents while on phone calls
  • Develop, implement and maintain a departmental orientation program for employees to receive appropriate new hire training to successfully perform their job
  • Utilize all available on the job training tools for employees
  • Create monthly labor scheduling for team
  • Utilize applicable intranet for resources and information
  • Create contracts as required.

Requirements:

  • 4-year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major
  • 2 years experience in the same role.

Additional Information:

Job Posted:
May 14, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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