Assistant Reservations Manager - SAMHI Portfolio

JOB SUMMARY

Assists
with the 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; 3 years
experience in sales and marketing, guest services, front desk, or related
professional area.

OR

• 2-year degree from an accredited
university in Business Administration, Marketing, Hotel and Restaurant
Management, or related major; 1 year 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 - 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 both prior to, and during the program/event.

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.

• 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.

•
Manages wait list and prioritizes order of wait list contacts to be made.

• Prepares work and maintenance orders.

Providing
Exceptional Customer Service

• Supports the company’s service
and relationship strategy, driving customer loyalty and satisfaction
by delivering service excellence throughout each customer experience.

•
Services our customers in order to grow share of the account.

• Executes
and supports the company’s customer service standards and property’s brand
standards.

• 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.

• 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.

Additional Responsibilities

• Utilizes intranet
for resources and information.

• Creates contracts as required.