Asst Mgr Reservations

About the Role

Sheraton Hotels & Resorts is seeking an Assistant Manager of Reservations for a contract position in Medina, Al Madinah, Saudi Arabia. This role involves supporting the solicitation and management of reservations sales opportunities, with a focus on maximizing revenue and ensuring customer loyalty through service excellence.

Key Responsibilities

• Assist in soliciting and managing reservations sales-related opportunities.
• Manage and provide training and work assignments to Reservations Sales staff.
• Actively up-sell business opportunities to maximize revenue.
• Achieve personal and team revenue goals.
• Drive customer loyalty by delivering service excellence throughout each customer experience.
• Provide service to customers to grow the share of the account on behalf of the company.

Market Understanding and Revenue Maximization

• Identify new reservations sales business to achieve personal and property revenue goals.
• Understand the overall market, including competitors' strengths and weaknesses, economic trends, and supply and demand, to effectively position sales efforts.
• 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 property occupancy.
• Gain an understanding of the property’s primary target customer and service expectations to offer tailored business solutions.

Daily Reservations Sales Activities

• Respond to incoming reservations sales opportunities for the property that are outside standard parameters.
• Utilize negotiating skills and creative selling abilities to close business and negotiate contracts.
• Effectively use sales resources and administrative/support staff.
• Execute and support the operational aspects of booked business, including generating proposals, writing contracts, and customer correspondence.
• Assist with monitoring the accuracy of reservation sales orders within tracking systems.
• Track no-show reservations and process charges.
• Manage wait lists and prioritize the order of wait list contacts.
• Prepare work and maintenance orders.

Customer Service Excellence

• Support the company’s service and relationship strategy, driving customer loyalty and satisfaction.
• Service customers to grow the share of the account.
• Execute and support the company’s customer service standards and property’s brand standards.
• Provide excellent customer service consistent with the daily service basics of the brand.
• Ensure customer satisfaction before and during their program/event.
• Set a positive example for guest relations.
• Understand customer needs and recommend appropriate features and services to exceed expectations and build loyalty.
• Handle guest complaints and disputes following instant pacification procedures.

Qualifications and Requirements

• Experience required: 0-1 years.
• Ability to utilize intranet for resources and information.
• Capability to create contracts as required.