Core Services Manager

POSITION SUMMARY

The
overall goal of the Manager of Reservation Sales position is to oversee
and maintain a high level of quality within the reservation sales office.
Understand the importance of servicing all Marriott customers/guests. Focus
on quality, productivity and associate motivation with emphasis on sales
training and cross selling of all brands.

The Center normally functions
on a seven day per week basis. Managers may be required to work different shifts
and schedules to accommodate the changing demands of business, including
Saturdays, Sundays, and Holidays. The number of days worked each week may
be adjusted to meet the changing demands of business, which may require working
more or less than fifty hours in a week.

CRITICAL
TASKS

Safety and Security

• Be aware
  of existing accident prevention and safe work practice programs in the center;
  work in a manner free from unsafe acts, and create a safe environment in
  which others may work.
  
  This includes having all team members comply with ergonomic safety
  requirements.
• Maintain a clean, neat, well organized work place free
  from clutter which projects a professional atmosphere and which supports
  the general goals of the department and Marriott which is to be a preferred
  employer and a provider of a desirable work place.
• Follow office
  procedures for handling emergency situations (e.g., evacuations, medical
  emergencies, natural disasters)
• Follow company and department safety
  and security policies and procedures to ensure a clean, safe, and secure
  environment.
• Report work related accidents, or other injuries
  immediately upon occurrence to manager/supervisor.
• Identify
  and correct unsafe work procedures or conditions and/or report them
  to management and safety/security personnel.

Policies
and Procedures

• Use Current Best Methods, Marriott
  International Standard Operating Procedures, and any Local Standard Operating
  Procedures as a guide to the standards and practices which are to be followed
  by all associates in the Sales Department. Ensure that questions may
  be correctly answered, problems may be resolved, and compliance with all laws
  and company policies may
  be insured.

Communication

• Maintain
  constant communication with team members individually and as a group (critique
  progress, review center objectives, provide feedback, suggest and support new
  strategies).
• Act as a liaison between the customer and the property
  in assisting to resolve booking issues and answer questions.
• Seek
  awareness of and communicate operation changes/Marriott promotions/ any other
  issues to all Reservation Sales customers/guests.

Working
with Others

• Lead a team of associates whose primary
  objective is to be available to answer calls from Marriott customers/guests
  about making reservations at Marriott properties.
• Be willing to train
  and to instruct other members of the department and the operation by passing
  along skills and information to assist them in their development
  and advancement.
• Provide clear direction and priorities to clarify
  roles and responsibilities, fostering collaboration and teamwork.
• Be
  familiar with other functions required of the Reservation Sales Department
  and be able to fill in if necessary.
• Write and issue progressive
  counseling statements, discipline, and PAFs in a timely manner as warranted.
  
• Serve as “Manager On Duty”.
• Respond sensitively to the needs
  and feelings of others regardless of status or position, to accept interpersonal
  differences to maintain rapport.
• Create and implement recognition
  programs that highlight and encourage strong performance and good behavior
  of team members.
• Use all resources to effectively train all
  customers/guests to use the Marriott Sales Process.
• Research
  and resolve any payroll, scheduling, and attendance issues for team members.
  
• Conduct and participate in all departmental meetings.
• Assist
  in providing team orientation to new associates within their first thirty days.
  
• Serve as otherwise directed or needed to help maintain the effective
  and efficient operation of the Reservation Center. This assignment shall be
  at the discretion of the Operations Manager or the General Manager.


• Maintain an attitude and commitment to provide excellent service to all
  business partners and associates. Respond sensitively to the needs and feelings
  of others, regardless of status or position; accept interpersonal differences
  and maintain a constructive rapport with all associates and customers/guests.
  
• Perform a variety of other duties the associate is capable
  of performing as directed.

Quality Assurance/Quality
Improvement

• Maintain a tradition and attitude of providing
  excellent service to all customers/guests and associates in the center
  which will, in turn, support their efforts to provide excellent customer service
  to customers/guests and to other associates of Marriott Reservations.


• Achieve continuous team improvement in conversion, calls per hour
  and revenue per call, while continuously focusing on meeting and exceeding goals
  set for the calls answered percentage.
• Help create an ongoing effort
  to improve the center through personal actions and by contributing ideas
  to support both the department’s and the center’s improvement effort.


• Understand the Center as a business. Strive to meet the requirements of
  the operation, maintaining the service and the quality levels the Center has set
  for itself.
  
  Responsible for all operational budgetary performance of the department.


• Regularly monitor team associates, as outlined in expectations, for quality
  assurance and associate development.
• Act independently to analyze
  problems and to formulate plans to overcome challenges to get work done quickly
  with a high degree of quality. Make sound and logical decisions and to choose
  appropriate course of action based on the parameters of the situation at hand
  while using problem solving tools.
• Effectively promote cross selling
  of properties. Analyze Performance Reports and Daily Statistics. Implement
  performance driven strategies to accomplish team goals.
• Continuously
  bench mark against “Best of Class” service organizations to understand best
  practices of enviable operations.

MANAGERIAL SKILL
REQUIREMENTS

• Ability to function in a fast paced
  environment, handling multiple priorities simultaneously.
• Ability
  to deal with situations of a dynamic nature, such as modifying
  plans/actions/decisions under constantly changing circumstances


• Ability to provide clear direction and priorities in day to day contact
  with individuals, as well as with a group of people
• Ability to clearly
  express oneself verbally in the English language, using proper grammar,
  vocabulary, eye contact, and voice inflection with all associates
  and customers/guests.
• Ability to clearly and effectively express
  oneself through written means; to properly use such technical factors
  as grammar, punctuation, broad vocabulary and correct spelling. Ability
  to prepare business letters, memoranda, and reports.
• Maintain
  a professional appearance with an outgoing, people-oriented personality.
  
  Convey an attitude of pride in working for Marriott International. Be constantly
  willing to assist others.
• Ability to effectively present information
  in front of a group of people.
• Ability to demonstrate an understanding
  of and regular use of a time management process which entails effective task
  performance by planning and prioritizing. Completion of a formal time management
  class or workshop is preferred.
• Demonstrated professional growth
  in previous positions.
• Prior experience providing direction
  and defining priorities to deal with problems involving several concrete
  variables.
• Understand how to manage in a culturally diverse work
  environment.

PREFERRED SKILL
REQUIREMENTS

• Working knowledge and ability to operate
  MARSHA/Merlin computer systems.
• Working knowledge and ability
  to operate Microsoft software programs.
• Ability to add, subtract,
  multiply and divide common decimal numbers; ability to compute percentages;
  basic knowledge of accounting procedures.
• Practical experience
  in operating office machinery such as: multi-line telephones, copy machines, fax
  machines, desk top computers and their associated printers.
• Ability
  to read (by sight or Braille) operating procedures, forms memoranda, journals,
  and machine instructions.
• Ability to read and interpret financial
  reports preferred. Working knowledge of Marriott Brands.
• Ability
  to communicate and build rapport with properties

MINIMUM QUALIFICATIONS

• High School Diploma
  or GED equivalent.
• 4 year College Degree preferred.
• Twelve
  month’s experience in a customer service or sales environment.
• Twelve
  to eighteen months of supervisory or management experience preferred.


• Above average performance rating (2 or higher) on last performance appraisal
  
• Proven record of willingness to contribute to the success of center
  initiatives (Spirit To Serve Functions, etc.) and a positive role model
  for peers and others.

CRITICAL
COMPETENCIES

Analytical Skills

• Managing Work Execution
• Managing Change
• Technical
  Expertise

Interpersonal Skills

• Developing Others

Communications

• Fostering Teamwork and Relationships
• Communicating
  Openly

Personal Attributes

• Organizational Learner


• Leading

Sales

• Focus
  on Customer

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.

Marriott International is the world’s largest
hotel company, with more brands, more hotels and more opportunities
for associates to grow and succeed. Be where you can do your best work,​
begin your purpose, belong to an amazing global​ team,
and become the best version of you.