n JOB SUMMARY n n Responsible for soliciting and managing of reservations salesrelated opportunities Manages and provides training and work assignments to Reservations Sales staff Actively upsells 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 companyn n CANDIDATE PROFILE n n Education and Experience n High school diploma or GED no work experience requiredn ORn 2year 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 arean n CORE WORK ACTIVITIES n n Understanding Markets Maximizing Revenue n Identifies new reservations sales business to achieve personal and property revenue goalsn Understands the overall market including competitors strengths and weaknesses economic trends supply and demand etc and knows how to sell against themn Closes the best opportunities for the property based on market conditions and property needsn Monitors same day selling procedures to maximize room revenue and control property occupancyn Gains understanding of the propertys primary target customer and service expectations serves the customer by understanding their business business issues and concerns to offer better business solutionn n Conducting Daily Reservations Sales Activities n Responds to incoming reservations sales opportunities for the property that are outside parameters of the n Uses negotiating skills and creative selling abilities to close on business and negotiate contractsn Uses sales resources and administrativesupport staff effectivelyn Assists in monitoring group reservation forecast datan Coordinates with sales and Convention Services to process rooming lists and reservation cardsn Executes and supports the operational aspects of business booked eg generating proposal writing contract customer correspondencen Assists with monitoring accuracy of reservation sales orders within tracking systemsn Tracks noshow reservations and processes charges as neededn Checks daily arrivals to ensure all necessary billing instructions are applied to reservationsn Manages wait list and prioritizes order of wait list contacts to be maden Prepares work and maintenance ordersn n Providing Exceptional Customer Service n Supports customer loyalty and propertys brand standards by delivering service excellence throughout each customer experiencen Services our customers in order to grow share of the accountn Provides excellent customer service consistent with the daily service basics of the brandn Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their programeventn Sets a positive example for guest relationsn Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their programeventn Serves the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations while building a relationship and loyalty to the companyn Handles guest complaints and disputes following the instant pacification proceduresn n Managing and Conducting Human Resource Activities n Monitors reservations sales agents while on phone callsn Develops implements and maintains a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their jobn Utilizes all available on the job training tools for employeesn Creates monthly labor scheduling for teamn n Additional Responsibilities n Utilizes applicable intranet for resources and informationn Creates contracts as requiredn nnn nn At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity We actively foster an environment where the unique backgrounds of our associates are valued and celebratedOur greatest strength lies in the rich blend of culture talent and experiences of our associates We are committed to nondiscrimination on any protected basis including disability veteran status or other basis protected by applicable law Marriott International considers for employment qualified applicants with criminal histories consistent with applicable federal state and local law
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