Group Reservations Manager

Marriott•National Harbor, MD

1d•$73,000 - $103,000

About The Position

Responsible for soliciting and managing reservations sales-related opportunities. This role involves managing and training Reservations Sales staff, actively up-selling to maximize revenue, and achieving personal and team revenue goals. The position is focused on driving customer loyalty through excellent service and growing account share for the company.

Requirements

High school diploma or GED; no work experience required.
OR 2-year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major; 2 years experience in sales and marketing, guest services, front desk, or related professional area.

Responsibilities

Solicit and manage reservations sales-related opportunities.
Manage and provide training and work assignments to Reservations Sales staff.
Actively up-sell each business opportunity to maximize revenue.
Achieve personal and team revenue goals.
Drive customer loyalty by delivering service excellence.
Provide service to customers to grow account share.
Identify new reservations sales business to achieve revenue goals.
Understand the market, including competitors, economic trends, and supply and demand, and sell against them.
Close the best opportunities for the property based on market conditions and property needs.
Monitor same-day selling procedures to maximize room revenue and control occupancy.
Understand the property’s primary target customer and service expectations, and serve the customer by understanding their business needs to offer business solutions.
Respond to incoming reservations sales opportunities outside of standard parameters.
Use negotiating skills and creative selling to close business and negotiate contracts.
Use sales resources and administrative/support staff effectively.
Assist in monitoring group reservation forecast data.
Coordinate with sales and Convention Services to process rooming lists and reservation cards.
Execute and support operational aspects of business booked, including generating proposals and writing contracts.
Assist with monitoring accuracy of reservation sales orders within tracking systems.
Track no-show reservations and process charges.
Check daily arrivals to ensure billing instructions are applied to reservations.
Manage the waitlist and prioritize contacts.
Prepare work and maintenance orders.
Support customer loyalty and brand standards through excellent service.
Provide excellent customer service consistent with brand service basics.
Execute exemplary customer service to drive satisfaction and loyalty.
Set a positive example for guest relations.
Serve customers by understanding their needs and recommending appropriate features and services.
Handle guest complaints and disputes following instant pacification procedures.
Monitor reservations sales agents during phone calls.
Develop, implement, and maintain a departmental orientation program for new hires.
Utilize all available on-the-job training tools for employees.
Create monthly labor scheduling for the team.
Utilize applicable intranet for resources and information.
Create contracts as required.