Asst Mgr Reservations

About the Role

Marriott International is seeking an Assistant Manager-Reservations to join their team in Medina. This full-time role involves supporting and managing reservations sales opportunities, providing training to staff, and working to maximize revenue. The position focuses on driving customer loyalty through service excellence and growing account share.

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 and 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.
• 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.
• Understand 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.
• 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 business booked, 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 Excellence

• Support the company’s service and relationship strategy to drive customer loyalty and satisfaction.
• 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.
• 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 established procedures.

Qualifications and Requirements

• Experience required: 0-1 year in a related field.
• Ability to utilize intranet for resources and information.
• Capability to create contracts as required.