Sales Support Coordinator Job at Marriott Bonvoy (Johannesburg)

Job Description

Position Summary: Maintain confidentiality of proprietary materials and information. Protect the privacy and security of guests and coworkers. Follow company and department policies and procedures. Perform other reasonable job duties as requested by Supervisors.

Job Responsibility

Maintain confidentiality of proprietary materials and information
Protect the privacy and security of guests and coworkers
Follow company and department policies and procedures
Perform other reasonable job duties as requested by Supervisors
Address guests' service needs in a professional, positive, and timely manner
Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust
Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible
Engage guests in conversation regarding their stay, property services, and area attractions/offerings
Assist other employees to ensure proper coverage and prompt guest service
Thank guests with genuine appreciation and provide a fond farewell
Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call
Speak to guests and co-workers using clear, appropriate and professional language
Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness
Talk with and listen to other employees to effectively exchange information
Support all co-workers and treat them with dignity and respect
Develop and maintain positive and productive working relationships with other employees and departments
Partner with and assist others to promote an environment of teamwork and achieve common goals
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality
Comply with quality assurance expectations and standards
Enter and locate work-related information using computers and/or point of sale systems
Read and visually verify information in a variety of formats (e.g., small print)
Accommodate and document special requests in an accurate and efficient manner
Verify all reservation information with callers to ensure accuracy
Assign confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing and/or faxing these numbers
Explain guarantee and cancellation policies to callers
Answer guest questions about property facilities/services (e.g., hours of operation, room availability, restricted dates, rates and room types, packages, promotions, entertainment, restaurants, special events)
Describe room accommodations and benefit feature sale amenities to guests
Communicate information regarding designated VIP reservations, including VIP name, company, and title to upper level management
Determine the most appropriate room type to meet guest requirements and maximize room rate
Identify repeat guests using appropriate codes
Use sales techniques when assisting guests in making reservations, including personalizing calls, obtaining complete guest needs, suggesting alternate dates or directing guests to sister properties on sold out days
Identify guest reservation needs by asking open-ended questions to obtain all necessary information, including enrollment in Marriott Rewards program
Identify potential new clients
Assist with site inspection scheduling and hosting of site inspections to showcase the hotels conference and event venues
Enter infortmation into databases
Interpret information from databases

Requirements

Maintain confidentiality of proprietary materials and information
Protect the privacy and security of guests and coworkers
Follow company and department policies and procedures
Perform other reasonable job duties as requested by Supervisors
Address guests' service needs in a professional, positive, and timely manner
Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust
Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible
Engage guests in conversation regarding their stay, property services, and area attractions/offerings
Assist other employees to ensure proper coverage and prompt guest service
Thank guests with genuine appreciation and provide a fond farewell
Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call
Speak to guests and co-workers using clear, appropriate and professional language
Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness
Talk with and listen to other employees to effectively exchange information
Support all co-workers and treat them with dignity and respect
Develop and maintain positive and productive working relationships with other employees and departments
Partner with and assist others to promote an environment of teamwork and achieve common goals
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality
Comply with quality assurance expectations and standards
Enter and locate work-related information using computers and/or point of sale systems
Read and visually verify information in a variety of formats (e.g., small print)
Accommodate and document special requests in an accurate and efficient manner
Verify all reservation information with callers to ensure accuracy
Assign confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing and/or faxing these numbers
Explain guarantee and cancellation policies to callers
Answer guest questions about property facilities/services (e.g., hours of operation, room availability, restricted dates, rates and room types, packages, promotions, entertainment, restaurants, special events)
Describe room accommodations and benefit feature sale amenities to guests
Communicate information regarding designated VIP reservations, including VIP name, company, and title to upper level management
Determine the most appropriate room type to meet guest requirements and maximize room rate
Identify repeat guests using appropriate codes
Use sales techniques when assisting guests in making reservations, including personalizing calls, obtaining complete guest needs, suggesting alternate dates or directing guests to sister properties on sold out days
Identify guest reservation needs by asking open-ended questions to obtain all necessary information, including enrollment in Marriott Rewards program
Identify potential new clients
Assist with site inspection scheduling and hosting of site inspections to showcase the hotels conference and event venues
Enter infortmation into databases
Interpret information from databases
Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets
Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation
Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette
Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance
Perform other reasonable job duties as requested by Supervisors

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