Marriott Careers

Reservation Manager

Algiers, Algeria
Reservations


Job Description

Check out pictures from associates at this location, and some videos too!

Posting Date Nov 21, 2017
Job Number 17002L1F
Job Category Reservations
Location Sheraton Club des Pins Resort, Algiers, Algeria VIEW ON MAP
Brand Sheraton Hotels & Resorts
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us
At Sheraton, we go above and beyond in everything we do. We are inspired by our guests and one another – and are driven to make things better. We love what we do, and we give it all we’ve got – on property and off. When guests stay with us, it’s not just a room with a bed that they’re buying. It’s an experience. We’re looking for someone who is ready to go beyond in everything they do. If you are someone with a genuine drive to improve your life and the lives of those around you, we encourage you to explore careers with Sheraton.

POSITION PURPOSE

Oversees the managing and organizing of the reservations department and responsible for creating the reservation sales strategy and achieving segment revenue goals, property revenue goals and guest and employee satisfaction.  Oversees and manages all day-to-day activities related to the reservation sales function with a focus on building long-term, value-based customer relationships that enable achievement of reservations sales objectives. 
Achieves personal booking goals and makes recommendations on booking goals of direct reports.  Focuses on continuous improvements through the reduction of defects, increasing guest satisfaction and maximizing profitability.
 
CORE WORK ACTIVITIES
 
Creating & Executing Sales Strategies
  • Creates, implements and sustains aggressive solicitation program focused on increasing business.
  • Works with management team to create and implement a sales plan addressing revenue, customers and the market for the segment led by the DOS.
  • Assists with the development and implementation of promotions, both internal and external.
  • Strategy Support: By assisting the RMRS System representative with essential administrative duties and fulfil reporting and analysis tasks, it will ensure that the RM strategies as defined by the team can be executed in an efficient and pro-active manner.  Providing contingency in the event of absence is also an important element in the delivery of strategy objectives.
  • Assist in the preparation of 30-60-90 day fully updated Forecasts in the Revenue Plan Forecast Tool on a monthly basis. Work with diligence to achieve the hotel forecast accuracy goals.
     
    Maximizing Revenue
  • Provides positive and aggressive leadership to ensure maximum revenue potential (e.g., sets example with personal booking goals).
  • Recommends booking goals for reservations sales team members.
  • Review and analyse data on an ongoing and end of month basis.  Provide monthly report on production, trends, booking and stay patterns as well as channel analysis. Evaluation of the distribution channel performance (costs, commissions, number of reservations, revenue) and potential reasons for this performance.
    • Includes but not limited to Rooms Rollup, Pace, Group Backlog, Geographic Data, PMS Reports
    • Trend analysis, Revenue Plan Summary
       
      Managing Reservations Sales Activities
  • Monitors all day to day activities of direct reports.
  • Participates in sales calls with members of reservations sales team to acquire new business and/or close on business.
  • Executes and supports the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence).
  • Ensures that the communications switchboard is attended to at all times and that sufficient staffing is present to meet the needs of daily business demands.
  • Ensures that telephone, walkie-talkie and hand phone equipment is properly managed and maintained.
  • Maintains room inventory availability and all financial aspect of room inventory.
     
    Analyzing & Reporting on Sales and Financial Data
  • Analyzes market information by using sales systems and implements strategy to achieve property’s financial room and catering goals.
  • Oversees Revenue Management with completing accurate six period projections, implementing rate restrictions, controlling of bookings, and critiquing of trends.
  • Reviews sales and catering guest satisfaction results to identify areas of improvement.
     
    Ensuring Exceptional Customer Service
  • Displays leadership in guest hospitality, exemplifies customer service and creates a positive example for guest relations.
  • Interacts with guests to obtain feedback on product quality and service levels.
  • Empowers employees to provide excellent customer service.
  • Observes service behaviors of employees and provides feedback to individuals and/or managers.
  • Incorporates guest satisfaction as a component of department meetings with a focus on continuous improvement.
  • Ensures that a customer recognition program is in effect throughout Reservations Sales.
  • Executes and supports customer service standards and property’s brand standards.
  • 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.
  • 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.
     
MANAGEMENT COMPETENCIES
Leadership
  • Professional Demeanor - Exhibiting behavioral styles that convey confidence and command respect from others; making a good first impression and representing the company in alignment with its values.
  • Problem Solving and Decision Making - Identifying and understanding issues, problems, and opportunities; obtaining and comparing information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.
  • Communication - Conveying information and ideas to others in a convincing and engaging manner through a variety of methods. Strong public presentation skills.
  • Adaptability - Maintaining performance level under pressure or when experiencing changes or challenges in the workplace. 
Managing Execution
  • Planning and Organizing - Gathering information and resources required to set a plan of action for self and/or others; prioritizing and arranging work requirements to accomplish goals and ensure work is completed.
  • Driving for Results - Setting high standards of performance for self and/or others; assuming responsibility for work objectives; initiating, focusing, and monitoring the efforts of self and/or others toward the accomplishment goals; proactively taking action and going beyond what is required
  • Building and Contributing to Teams - Leading and participating as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.
Building Relationships
  • Coworker Relationships - Interacting with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. 
  • Customer Relationships - Developing and sustaining relationships based on an understanding of customer needs and actions consistent with company values.
  • Fostering Inclusion - Supporting employees with diverse styles, abilities, motivations, and/or cultural perspectives; leveraging personal differences to achieve objectives; and promoting a work environment where all employees are given the opportunity to contribute to their full potential.
Generating Talent and Organizational Capability
  • Talent Management - Providing guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
  • Organizational Capability - Evaluating and adapting the structure of organizational units, jobs, and work processes to best fit the needs and/or support the goals of an organizational unit.
Learning and Applying Professional Expertise
  • Applied Learning - Seeking and making the most of learning opportunities to improve performance of self and/or others.
  • Technical Acumen - Understanding and utilizing professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges
    • Devising Sales Approaches and Solutions - Trying different and novel ways to deal with sales challenges and opportunities; taking courses of action or developing sales solutions that appropriately consider available facts, constraints, competitive circumstances, and probable consequences.
    • Sales Ability:  Persuasiveness - Using appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea from prospects and clients.
    • Sales Call Facilitation - Ensuring that a call serves its sales objectives; maximizing the productiveness of interactions by monitoring and building on customers’ cues.
    • Sales Coaching - Providing timely coaching, guidance, and feedback to help others excel on the job and meet key accountabilities.
    • Sales Disposition - Demonstrating the traits, inclinations, and outlooks that characterize successful salespersons; exhibiting behavior styles that facilitate adaptation to the demands of the sales role.
    • Supporting Sales Implementations - Supporting customers during the implementation of sales contracts; seeking and taking appropriate actions on customer feedback; taking responsibility for customer satisfaction and loyalty.
    • Sales Opportunity Analysis - Understanding and utilizing economic, financial, industry, and organizational data; accurately diagnosing customers’ business strengths, weaknesses, and key issues that can inform sales strategies and plans.
 
  • Business Acumen - Understanding and utilizing business information (e.g., employee engagement, guest satisfaction, and property financial performance) to manage everyday operations and generate innovative solutions to approach business and administrative challenges.
    • Applied Business Knowledge - Evaluates market conditions, organizational objectives, and important aspects of the business to accurately diagnose market opportunities and threats; anticipates opportunities and threats, identify issues, and develop strategies and plans. Aligning individual and team actions with strategies and plans to drive business results.
    • Management of Capital Resources - Determines the appropriate allocation of money used to accomplish work goals, and submits expenses according to guidelines; appropriately utilizes and maintains equipment, facilities, and materials needed to perform work activities.
    • Administration and Management - Understands and applies the business and management information involved in strategic planning, resource allocation, human resources modeling, leadership techniques, production methods, and coordination of people and resources.
  • Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
    • Basic Computer Skills - Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
    • Mathematical Reasoning  - The ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
    • Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
    • Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
    • Writing - Communicating effectively in writing as appropriate for the needs of the audience.
 
Education
Professional Certification (University Degree, Hotel School Diploma).
 
Experience
Minimum 2-year experience in a Starwood / Marriott International Hotel, preferably working in a Front Desk, or reservations capacity. However, candidates with other backgrounds and the right aptitude will be considered.
 
Supervisor or Assistant Reservation Manager who have been in the role for 12-18 months maybe considered for promotion to the role of Reservation Manager, based on personal and technical skills demonstrated, as well as suitability for the next role.
 
Grooming
All employees must maintain a neat, clean and well-groomed appearance per Starwood / Marriott International standards. Ability to talk over the phone and convey a concise and straightforward related message.
 
 
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.