Reservations Manager

Job Number 23093510
Job Category Reservations
Location W Sydney, 31 Wheat Road, Sydney, New South Wales, Australia VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management

AUTHENTICALLY YOU
Explore an exciting new career path at W Hotels where your authenticity is celebrated. W Hotel’s work culture is uniquely designed to spark your imagination and curiosity while bringing the W experience to life for guests. 

W Sydney, debuting in Darling Harbour in October 2023, is now casting for a dynamic Reservations Manager to lead the Reservations team for the hotel, reporting to the Director of Sales & Marketing and working closely with the Director of Revenue Management. This is an exciting and unique opportunity to join W Sydney’s pre-opening team to set up reservation systems, processes, and team, in addition to responsibility for soliciting and managing of reservations sales-related opportunities. 

This role directly drives revenue and increases market share across the rooms segment, in addition to upselling each business opportunity to maximise W Sydney’s overall hotel revenue opportunities, in line with W Hotels and Marriott International’s brand standards, to become a hotel market leader in Sydney.

The successful candidate will demonstrate a proven track record of experience across the reservations remit, possess excellent verbal and written communication skills and high attention to detail.

LIFE WITH THE WORKS

We believe in the power of people. They are both our foundation and our inspiration. As we look forward to the future, we are committed to investing in our talent through holistic well-being, personal growth and career opportunities. This isn’t work with a side of life. This is – Life. With the Works.

BENEFITS

Birthday Leave

Sabbatical Leave

Overall Wellbeing

Milestone Recognition

Leave Portability

Love Learning

Enhanced Super

Career Growth

Bonvoy Eligibility

Flexible Working

CORE RESPONSIBILITIES

• 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 hotel based on market conditions and property needs.
• Monitors same day selling procedures to maximise 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 solutions.
• Responds to incoming reservations sales opportunities for the hotel.
• Uses negotiating skills and creative selling abilities to close on business and negotiate contracts.
• Assists in monitoring group reservation forecast data.
• Coordinates with sales 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.
• Checks daily arrivals to ensure all necessary billing instructions are applied to reservations.
• Supports customer loyalty and property’s brand standards by delivering service excellence throughout each customer experience.
• Provides exemplary customer service consistent with the daily service expectations of W Hotels and Marriott International, to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.
• Handles guest complaints and disputes within Marriott International’s response timeline.
• Managing and providing training and work assignments to Reservations Sales staff.
• Develops, implements, and maintains a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
• Creates monthly labour scheduling for team.

Talent Profile

Education & Experience Required

• Minimum 2-3 years’ experience in reservations within a 5-star/luxury hotel environment.
• Possess excellent verbal and written communication and Microsoft Office skills, and a strong attention to detail.
• Ability to work in a fast-paced environment with strong time management, interpersonal and leadership skills.
• Experience in management and coaching of a team.
   

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Boldly coloring outside the lines of luxury, W turns the traditional notion of the extravagant hotel on its head. Our irreverent attitude and taste for excess redefine revelry for the modern jet set. Our guests have a lust for a life less ordinary that drives them to demand more, experience it all, and hit repeat.
We share our guests’ passions, providing insider access to what’s new and what’s next. Moderation is not in our vocabulary and we know that lust for life demands more, not less. W guests soak it in and live each day with a mantra: Detox.Retox.Repeat. If you’re ready to create the energetic W scene that is magnetic to everyday disruptors around the world, then we invite you to explore a career with W Hotels.