Role Overview
The Reservations Manager is responsible for soliciting and managing reservations sales-related opportunities. This leadership position involves managing staff, providing training, and assigning work to the Reservations Sales team. The primary goal is to actively up-sell business opportunities to maximize revenue, achieve team revenue targets, and drive customer loyalty through service excellence.
Key Responsibilities
Understanding Markets & Maximizing Revenue
- Identify new reservations sales business to achieve personal and property revenue goals.
- Analyze the overall market, including competitors' strengths, economic trends, and supply and demand.
- Close optimal opportunities for the property based on market conditions.
- Monitor same-day selling procedures to maximize room revenue and occupancy.
- Understand the target customer to offer tailored business solutions.
Daily Reservations Sales Activities
- Respond to incoming reservations sales opportunities outside standard parameters.
- Use negotiating skills and creative selling to close business and negotiate contracts.
- Coordinate with sales and Convention Services to process rooming lists and reservation cards.
- Execute operational aspects of booked business (proposals, contracts, correspondence).
- Monitor the accuracy of reservation orders and track no-show reservations for processing charges.
- Check daily arrivals for accurate billing instructions and manage waitlists.
Providing Exceptional Customer Service
- Support brand standards by delivering service excellence throughout each customer experience.
- Recommend appropriate features and services that exceed customer expectations.
- Handle guest complaints and disputes using instant pacification procedures.
- Ensure guest satisfaction before and during programs or events.
Managing Human Resource Activities
- Monitor reservations sales agents during phone calls for quality assurance.
- Develop and maintain departmental orientation and training programs for new hires.
- Create monthly labor schedules for the team and utilize on-the-job training tools.
Qualifications and Experience
- A Degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or a related major.
- At least 5 years of experience in hotel reservations, sales and marketing, guest services, front desk, or a related professional area.
- Minimum of 2 years of experience within a 5-star hotel environment is required.
How to Apply
Interested and qualified candidates should apply online via the Marriott International careers portal. Follow the link to submit your application: Apply Online
