Marriott Careers

Reservations Manager

Melbourne, Australia
Reservations


Job Description

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

Posting Date Oct 30, 2018
Job Number 180030X5
Job Category Reservations
Location Four Points by Sheraton Melbourne Docklands, Melbourne, Victoria VIEW ON MAP
Brand Four Points
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us
Where timeless classics are woven with modern details. Where business meets pleasure. Where even when you’re global, you can experience the local. Designed for the independent traveler seeking balance, there’s Four Points.

JOB SUMMARY

 

Reporting directly to the Complex Director of Revenue Management, you will be required to ensure an efficient and smooth operation of the Reservations Department; as well to maximize hotel room revenue through effective pricing and inventory management.
 
Conduct their duties in a courteous, safe and efficient manner, in accordance with the hotel’s policies and procedures, ensuring that a high level of service is maintained and ensure PCI compliance is adhered to at all times.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED

• 2-year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management.

• 3 years relative experience in reservations or guest service departments

 

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.

 
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.


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