Assistant Reservations Manager

About the Role

The Ritz-Carlton is seeking an Assistant Reservations Manager to support the management of reservations sales opportunities. This full-time role involves training and assigning work to Reservations Sales staff, with a focus on maximizing revenue and ensuring customer loyalty through service excellence. The Assistant Reservations Manager will contribute to growing the company's share of accounts by providing exceptional service.

Key Responsibilities

• Identify new reservations sales business to achieve personal and property revenue goals.
• Understand market conditions, including competitors, economic trends, and supply/demand, to position the property effectively.
• Close business opportunities based on market conditions and property needs.
• Monitor same-day selling procedures to maximize room revenue and manage occupancy.
• Respond to incoming reservations sales opportunities and negotiate contracts.
• Execute and support 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 contacts.
• Prepare work and maintenance orders.

Customer Service and Brand Standards

• Support the company’s service and relationship strategy to drive customer loyalty and satisfaction.
• Execute and support the company’s customer service standards and the property’s brand standards.
• Provide excellent customer service consistent with daily service basics.
• Serve customers by understanding their needs and recommending appropriate features and services.
• Handle guest complaints and disputes following established procedures.

Qualifications and Experience

Candidates should possess 2-5 years of experience in a relevant field. The role requires an understanding of market dynamics and strong negotiation skills to close business opportunities effectively.

Company Culture and Values

At The Ritz-Carlton, employees are expected to uphold the "Gold Standards," which guide daily operations and service delivery. These standards include the Employee Promise, Credo, and Service Values, which are foundational to the brand's reputation in luxury hospitality. The Ritz-Carlton is part of Marriott International, which is committed to being an equal opportunity employer and fostering an inclusive environment where diverse backgrounds are valued.