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Reservations Manager

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Marriott Bonvoy

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Location:
Kenya , Nairobi

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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:

  • 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
  • Responds to incoming reservations sales opportunities
  • 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
  • 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
  • Services customers in order to grow share of the account
  • Provides excellent customer service consistent with the daily service basics
  • Executes exemplary customer service to drive customer satisfaction and loyalty
  • Sets a positive example for guest relations
  • Handles guest complaints and disputes following instant pacification procedures
  • Monitors reservations sales agents while on phone calls
  • Develops, implements and maintains a departmental orientation program
  • Utilizes all available on the job training tools
  • Creates monthly labor scheduling for team
  • Utilizes applicable intranet for resources and information
  • Creates contracts as required

Requirements:

  • Degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major
  • 5 years' experience in the hotel reservations, sales and marketing, guest services, front desk, or related professional area (2 years in 5-star hotel)

Additional Information:

Job Posted:
May 10, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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