Cluster Mgr Reservations

About the Role

Le Meridien is seeking a Cluster Manager for Reservations. This full-time role involves managing reservations sales opportunities, leading a team, and maximizing revenue through strategic sales activities. The Cluster Manager will be responsible for driving customer loyalty by ensuring service excellence throughout the customer experience.

Key Responsibilities

• Identify new reservations sales business to achieve personal and property revenue goals.
• Understand market dynamics, including competitors, economic trends, and supply/demand, to position sales 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 utilize negotiation skills to secure business.
• Coordinate with sales and Convention Services for processing rooming lists and reservation cards.
• Execute operational aspects of booked business, including generating proposals, writing contracts, and customer correspondence.
• Track no-show reservations and process charges as necessary.
• Check daily arrivals to ensure correct billing instructions are applied to reservations.
• Manage wait lists and prioritize contacts.
• Prepare work and maintenance orders.

Customer Service and Loyalty

• Support customer loyalty and brand standards by delivering service excellence.
• Provide excellent customer service consistent with brand standards.
• Assist customers and ensure their satisfaction before and during their program/event.
• Understand customer needs and recommend appropriate features and services to build relationships and loyalty.
• Handle guest complaints and disputes following established procedures.

Team Leadership and Development

• Manage and provide training and work assignments to Reservations Sales staff.
• Monitor reservations sales agents during phone calls.
• Develop, implement, and maintain a departmental orientation program for new hires.
• Utilize available on-the-job training tools for employees.
• Create monthly labor schedules for the team.

Qualifications and Experience

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

Additional Duties

• Utilize applicable intranet resources and information.
• Create contracts as required.