Reservation Manager

Posting Date May ‎23, ‎2022
Job Number ‎22084373
Job Category Reservations
Location Assila a Luxury Collection Hotel Jeddah, Prince Mohammed Bin
Abdulaziz Street, Jeddah, Saudi Arabia, Saudi Arabia VIEW ON MAP
Brand The Luxury Collection
Schedule Full-Time
Relocation? N
Position Type Management
Located Remotely? N

The Luxury Collection is a glittering ensemble of locally authentic hotels and
resorts from around the world. Our hotel teams curate the world 's most
enriching and desirable destination experiences. Our mission is to guide our
guests, these seasoned travelers on transformative journeys that touch their
spirits, enrich their lives and create lasting memories. If you are someone
with an appreciation for evocative storytelling and a desire to provide
genuine, personalized, and anticipatory service, then we invite you to join us
on our journey and explore a career with The Luxury Collection.

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.