Reservations Sales Executive Job at Marriott Bonvoy (London)

Job Description

The Reservations Sales Executive is a key member of the property’s Sales team and serves as a primary point of contact for guests. This role collaborates closely with the Front Office and Food & Beverage teams to deliver seamless guest experiences while maximising revenue opportunities. The position is responsible for managing reservation enquiries, changes, and cancellations across multiple channels (phone, email, and online platforms), while driving revenue growth, customer satisfaction, and Marriott Bonvoy enrolments. In addition, the role supports and manages group enquiries and opportunities, ensuring all business is effectively contracted, up-sold, and transitioned for operational delivery.

Job Responsibility

Process all reservation requests, changes, and cancellations received by phone, email, or other method in a timely and accurate fashion
Identify guest reservation needs by asking open-ended questions to obtain all necessary information, including Marriott Bonvoy status
Verify availability of room type and rate
Effectively explain guarantee, special rate, and cancellation policies to callers
Accommodate and document special requests when able
Describe room accommodation and benefit feature sale amenities to guests
Answer questions about property facilities/services and accommodation
Follow sales techniques to maximize revenue including personalizing calls, obtaining complete guest needs, suggesting alternate dates or directing guests to sister properties on sold out days
Follow up selling techniques and sales strategies to maximize property revenue
Provides guests with information about the Bonvoy loyalty program and processes new enrolments
Input and access data in reservation systems
Verify all reservation information with callers to ensure accuracy, following LQA standards
Assign confirmation/cancellation numbers and clearly relay this information to callers
Identify repeat guests using appropriate codes and ensure guests are acknowledged as a repeat
Follow documented escalation procedures when addressing guest concerns
Assign room according to guest request and preferences whenever possible
Review out-of-order rooms daily to determine status and estimated date for return to room inventory
Ensure rates match market codes and that any exceptions are documented and include an explanation
Verify and adjust billing for guests and secure valid payment
Organize and coordinate check-in/pre-registration procedures for arriving groups
Block Reservations/Groups -Identify any over-commitments by room type
Perform duplicate reservation checks
Run daily reports, identify any special requests, and check reports for accuracy
Maintain and update database containing preferences of repeat and VIP guests
Code documents according to company policies and procedures
Record, store, and/or analyze information using property software
Check figures, postings, and documents for correct entry, mathematical accuracy, and proper codes
Organize, secure, and maintain all files and records in accordance with document retention and confidentiality policies and procedures
Protect the privacy and security of guests and coworkers
Maintain confidentiality of proprietary materials and information
Follow company and department policies and procedures
Perform other reasonable job duties as requested by Supervisors
Actively listen and respond positively to guest questions, concerns, and requests
Address guests' service needs in a professional, positive, and timely manner
Anticipate guests' service needs
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting
Thank guests with genuine appreciation and provide a fond farewell
Engage guests in conversation regarding their stay, property services, and area attractions/offerings
Speak to guests and co-workers using clear, appropriate and professional language
Answer telephones using appropriate etiquette
Talk with and listen to other employees to effectively exchange information
Support and lead all co-workers and treat them with dignity and respect
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality
Serves as the liaison, when necessary, between property and regional/corporate systems support
Develops and manages hotel level key stakeholder relationships in a proactive manner
Develops and utilizes productive interpersonal and communication skills
Comply with quality assurance expectations and standards

Requirements

High school diploma or G.E.D. equivalent
At least 1-year related work experience

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