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- The Reservations Sales Manager is responsible for soliciting and managing reservations sales-related opportunities.
- This role involves managing and providing training and work assignments to Reservations Sales staff.
- The manager actively up-sells each business opportunity to maximize revenue and strives to achieve personal and team-related revenue goals.
- Providing exceptional customer service to grow customer loyalty is a key aspect of this position.
Core Work Area
Understanding Markets & Maximizing Revenue:
- Identifies new reservations sales business to achieve personal and property revenue goals.
- Monitors same day selling procedures to maximize room revenue and control property occupancy.
- 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.
- 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:
- Responds to incoming reservations sales opportunities for the property that are outside the parameters of the .
- Uses negotiating skills and creative selling abilities to close on business and negotiate contracts.
- Uses sales resources and administrative/support staff effectively.
- Tracks no-show reservations and processes charges as needed.
- Checks daily arrivals to ensure all necessary billing instructions are applied to reservations.
- Manages wait list and prioritizes order of wait list contacts to be made.
- Assists in monitoring group reservation forecast data.
- Coordinates with sales and Convention Services to process rooming lists and reservation cards.
- Executes and supports the operational aspects of business booked (e.g., generating proposals, writing contracts, customer correspondence).
- Assists with monitoring accuracy of reservation sales orders within tracking systems.
- Prepares work and maintenance orders.
Providing Exceptional Customer Service:
- Supports customer loyalty and property’s brand standards by delivering service excellence throughout each customer experience.
- Services our customers in order to grow share of the account.
- Provides excellent customer service consistent with the daily service basics of the brand.
- Serves the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations, while building a relationship and loyalty to the company.
- Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.
- Sets a positive example for guest relations.
- Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.
- Handles guest complaints and disputes following the instant pacification procedures.
Managing and Conducting Human Resource Activities:
- Monitors reservations sales agents while on phone calls.
- Develops, implements, and maintains a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
- Utilizes all available on-the-job training tools for employees.
- Creates monthly labor scheduling for the team.
Additional Responsibilities:
- Utilizes applicable intranet for resources and information.
- Creates contracts as required.
Candidates Profile
Education and Experience:
- High School Diploma or GED; no work experience required. OR
- 2-year of Degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or a related major; 2 years of experience in sales and marketing, guest services, front desk, or a related professional area.
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