Job SummaryResponsible for soliciting and managing reservation sales‐related opportunities. Manages and provides training and work assignments to Reservations Sales staff. Actively upsells each business opportunity to maximize revenue, achieves personal and team revenue goals, drives customer loyalty by delivering service excellence throughout each customer experience, and provides service to customers to grow share of account.CANDIDATE PROFILEEducation And Experience
High school diploma or GED; no work experience required.2‐year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major; 2 years experience in sales and marketing, guest services, front desk, or related professional area.
CORE WORK ACTIVITIESUnderstanding Markets & Maximizing Revenue
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, and uses this information to sell effectively.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; serves the customer by understanding their business, business issues and concerns, to offer better business solutions.
Conducting Daily Reservations Sales Activities
Responds to incoming reservations sales opportunities outside the Event Booking Center parameters.Uses negotiating skills and creative selling abilities to close on business and negotiate contracts.Utilizes 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 (generating proposals, writing contracts, customer correspondence).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 billing instructions are applied to reservations.Manages wait list and prioritizes order of wait list contacts.Prepares work and maintenance orders.
Providing Exceptional Customer Service
Supports customer loyalty and brand standards by delivering service excellence throughout each customer experience.Services customers to grow share of account.Provides excellent customer service consistent with daily service basics.Executes exemplary customer service to drive satisfaction and loyalty by assisting customers and ensuring their satisfaction before and during programs/events.Sets a positive example for guest relations.Recommends appropriate features and services that best meet customer needs and exceed expectations, building loyalty.Handles guest complaints and disputes following immediate pacification procedures.
Managing and Conducting Human Resource Activities
Monitors reservations sales agents while on phone calls.Develops, implements and maintains a departmental orientation program for employees.Utilizes on‐job training tools.Creates monthly labor scheduling for the team.
Additional Responsibilities
Utilizes applicable intranet resources and information.Creates contracts as required.
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 celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non‐discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.#J-18808-Ljbffr