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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:
Solicit and manage reservations sales-related opportunities
Manage and provide training and work assignments to Reservations Sales staff
Actively up-sell each business opportunity to maximize revenue opportunity
Achieve personal and team related revenue goals
Drive customer loyalty by delivering service excellence
Provide service to customers to grow share of the account
Identify new reservations sales business
Understand overall market, including competitors' strengths and weaknesses, economic trends, supply and demand
Close best opportunities for the property based on market conditions
Monitor same day selling procedures to maximize room revenue and control property occupancy
Gain understanding of property's primary target customer and service expectations
Respond to incoming reservations sales opportunities
Use negotiating skills and creative selling abilities to close 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
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 billing instructions are applied
Manage wait list and prioritize order of wait list contacts
Prepare work and maintenance orders
Support customer loyalty and property's brand standards
Provide excellent customer service
Execute exemplary customer service to drive customer satisfaction and loyalty
Set positive example for guest relations
Serve customer by understanding their needs and recommending appropriate features and services
Handle guest complaints and disputes
Monitor reservations sales agents while on phone calls
Develop, implement and maintain departmental orientation program
Utilize all available on the job training tools
Create monthly labor scheduling for team
Utilize applicable intranet for resources and information
Create contracts as required
Ensure the 'Gold Standards' of The Ritz-Carlton are delivered graciously and thoughtfully every day
Requirements:
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