Assistant Mgr-Reservations_SA

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

• 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 reservtations, guest services, front desk, or related professional
supervisory role

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 and through email correspondence.

• 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.

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.

Protea
Hotels by Marriott® is the leading hospitality brand in Africa and one of
the most widely recognized hospitality brands on the continent, with over 60
hotels across South Africa, Zambia, Nigeria, Namibia, Tanzania and Uganda. If
you have a passion for delivering every guest a personalized service experience
and desire to be part of the ‘Coolest Hotel Brand in South Africa’, join
the Protea Hotels by Marriott® team today!

In joining Protea Hotels, you join a portfolio of brands with Marriott
International. Be where you can do your best work,​ begin your
purpose, belong to an amazing global​team, and become the best
version of you.