Reservations Manager

Job Number ‎23061911
Job Category Reservations
Location The Westin Cairo Golf Resort & Spa Katameya Dunes, Road ‎90,New
Cairo City, Cairo, Egypt, Egypt VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management

JOB SUMMARY

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.

CANDIDATE PROFILE

Education and Experience
* High school diploma or GED; no work experience required.
OR
* ‎2-year 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 area.

CORE WORK ACTIVITIES

Understanding 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 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; serves the customer by understanding their business, business issues and concerns, to offer better business solution.

Conducting Daily Reservations Sales Activities
* Responds to incoming reservations sales opportunities for the property that are outside parameters of the .
* 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 (e.g., generating proposal, writing contract, 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 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.

Providing Exceptional Customer Service
* Supports customer loyalty and property's brand standards by delivering service excellence throughout each customer experience.
* Services our customers in order to grow share of the account.
* Provides excellent customer service consistent with the daily service basics of the brand.
* Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.
* Sets a positive example for guest relations.
* Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.
* 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 company.
* Handles guest complaints and disputes following the instant 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 to receive the appropriate new hire training to successfully perform their job.
* Utilizes all available on the job training tools for employees.
* Creates monthly labor scheduling for team.

Additional Responsibilities
* Utilizes applicable intranet for resources and information.
* Creates contracts as required.

Marriott International is an equal opportunity employer. We believe in hiring
a diverse workforce and sustaining an inclusive, people-first culture. We are
committed to non-discrimination on any protected basis, such as disability and
veteran status, or any other basis covered under applicable law.

At Westin, we are committed to empowering the well-being of our guests by
providing a refreshing environment, thoughtful amenities, and revitalizing
programming to help ensure that they leave feeling better than when they
arrived. We recognize that travel can be disruptive to our guests ' well-
being, and we're energized to assist as partners in helping them maintain
control and soaring above it all while on the road. Everything we do is
designed to help guests be at their best, and they appreciate our supportive
attitude, anticipatory service and extensive knowledge on how to best assist
them throughout their stay. We are looking for dynamic people who are excited
to join the team and ready to jump into any situation to give a helping hand.
If you're someone who has is positive, adaptable and intuitive, and has a
genuine interest in the well-being of others around you, we invite you to
discover how at Westin, together we can rise.