Assistant Reservation Manager

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.