Asst Mgr-Reservations

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.