Reservations Manager
vor 2 Wochen
Additional Information Reservations ManagerJob Number 24176539Job Category ReservationsLocation JW Marriott Gold Coast Resort & Spa, 158 Ferny Avenue, Surfers Paradise, Queensland, Australia VIEW ON MAP Schedule Full-TimeLocated Remotely? NRelocation? NPosition Type ManagementReservations Manager About the Company Marriott International portfolio of brands includes JW Marriott alongside 29 other Marriott brands. Marriott International is the world's leading global hospitality company, with more brands, more hotels and more opportunities for associates to grow and succeed.About the role Reporting directly to the Director of Sales & Distribution, you will be required to ensure an efficient and smooth operation of the Reservations Department; as well to maximize hotel room's revenue through effective pricing and inventory management.Critical responsibilities: Understanding Markets & Maximizing Revenue • Identifies new reservations sales business to achieve personal and property revenue goals.• Understands the overall market, including competitors' strengths and weaknesses, economic trends, supply and demand etc. and knows how to sell against them.• Closes the best opportunities for the property based on market conditions and property needs.• Monitors same day selling procedures to maximize room revenue and control property occupancy.• Gains understanding of the property's primary target customer and service expectations; serves the customer by understanding their business, business issues and concerns, to offer better business solution.Conducting Daily Reservations Sales Activities Manage reservation sales to ensure business practices are consistent with the hotel revenue management goals.Champion the Marriott Bonvoy loyalty program and help drive a loyalty mind-set within the team.Establish and maintain a network of clients to enhance the occupancy levels and room yield.Set monthly upsell targets for the reservations team and provide coaching on how to achieve the goal.Manage all FIT commission's through CTAC and investigate all individual commission queries.Manage all Group commission invoices and ensure it's processed with Finance promptly.Manage Group bookings and ensure Group Rundowns are distributed to the team within one week from arrival.Anticipate guest accommodation requirements and offer prompt efficient service either personally or through efficient management of reservations staff.Manage Room Type availability and inventory on a daily basis.Communicate any events or issues that may have a direct affect to hotels operations and profitability.Maintain and update Hotel PMS to accurately track account productivity and regular guest activity.Participate in weekly yield meetings.Update the reservations team on any relevant information i.e. new package promotions in house activities and any feedback that may be provided on operational issues.Create and maintain a team environment, ensuring that they are trained in the Reservation process.Assist in the creation and implementation of reservation agent's incentives (up-sell program).Offer feedback and assistance frequently.Co-ordinate with the Hotel Sales team to accommodate VIP guest and request.Providing Exceptional Customer Service Provides excellent customer service.Interacts with guests to obtain feedback on product quality and service levels.Responds effectively to guest problems and complaints.Empowers talent to provide excellent customer service.Provides feedback to individuals in an effort to improve service performance.Reviews comment cards and guest satisfaction results.Building and contributing to teams by leading and participating as a team member.Driving for results by setting high standards of performance for self and/or others.Managing and Conducting Human Resource Activities Embracing our Core Vision and Values and ensuring it is cascaded to our talent.Supports a departmental orientation program for talent to receive the appropriate new hire training to successfully perform their role.Embracing talent development by actively planning and participating in training initiatives.Encouraging bottom-up feedback and communication to regularly review and action on talent suggestions.Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.Lead a reservations team that works together with trust and takes responsibility to meet the goals of the department and hotel.Recruit, train and mentor the reservations agents.Manage the reservations teams clock-ins and level 1 approvals in Etivity.Handle elevated customer queries and complaints relating to Rooms Reservations.Encourages and builds mutual trust, respect, and cooperation among team members.Serves as a role model to demonstrate appropriate behaviours.Identifies the developmental needs of others and coaches, mentors, or otherwise helps others to improve their knowledge or skills.Ensures and maintains the productivity level of talent.Administration Acting ethically in the handling, reporting and use of confidential information.Ensure health & safety regulations standards are complied with.Conducting meetings, communicating regularly with peers and other departments.Flexibility to respond to a range of different work situations.Successful Candidates will have: Marriott systems knowledge will be seen as an advantage.Strong understanding of the market.Previous experience in a similar role with a proven track record of success.Customer Service: Strong focus on customer satisfaction.Full working rights in Australia.Communication Skills: Excellent written and verbal communication skills.Problem-Solving: Quickly identify issues and implement effective solutions.Financial Acumen: Strong understanding of budgeting and financial reporting.Leadership: Ability to establish trust and develop productive relationships.Bachelor's degree in Hospitality Management, Business Administration, or a related field.Availability to work weekdays and weekends on a rotating roster as per business needs.The Benefits Enjoy the benefits of: Unlimited strategic development and career opportunities.Generous accommodation and food and beverage discounts.Recognition programs to keep you motivated.The best hotel training opportunities provided.Wellbeing and mindfulness programs to ensure you stay healthy.At Marriott, you can Be You - and that's what makes us a certified Great Place To WorkMarriott International is an equal opportunity employer.
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