Reservation Manager

[{{ $ctrl._job.status.name | translate}}] Reservation Manager
Four Points by Sheraton Nagoya, Chubu International Airport

Posted

Job description

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
 
Responsible for 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; 7 years experience in rooms reservations or related professional area.
    OR
  • 2-year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major; 5 years experience in rooms reservations 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, including competitors' strengths and weaknesses, economic trends, supply and demand etc. and knows how to sell against them.       
  • Optimizes 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 Event Booking Center.   
  • 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.       
     
     
MANAGEMENT COMPETENICES
Leadership
  • Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace. 
  • Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding..
  • Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.
  • Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
Managing Execution
  • Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
  • Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
  • Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.
Building Relationships
  • Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. 
  • Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
  • Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
Generating Talent and Organizational Capability
  • Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
  • Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
Learning and Applying Professional Expertise
  • Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
  • Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.
  • Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct.
    • Inventory Management - The ability to manage rooms and function space restrictions and thresholds using systems or manually in order to maximize revenue/profit across all segments.
    • Revenue Management - Knowledge of total hotel revenue management concepts, processes and strategies (including sales cycles and trends, account management, pricing, and inventory management).
    • Sales and Marketing - Knowledge of sales and marketing concepts including principles and methods for showing, promoting and selling products or services as well as marketing strategies and tactics.
    • Sales Ability:  Persuasiveness - Using appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea from prospects and clients.
    • 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.
  • Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
    • Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
    • Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
    • Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
    • Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
    • Writing - Communicates effectively in writing as appropriate for the needs of the audience.
 
 
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.

Requirements

See description

Job type
Full-time
Location
Tokoname, Japan
Department
Reservations
Starting in
As soon as possible

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