Assistant Manager -Reservations

Assists with the soliciting and managing of reservations sales-related opportunities.

Manages and provides training and work assignments to Reservations Sales staff.

Actively up-sells each business opportunity to maximize revenue opportunity.

Achieves personal and team related revenue goals.

Responsible for driving customer loyalty by delivering service excellence throughout each customer experience.

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CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 3 years experience in sales and marketing, guest services, front desk, or related professional area.

• OR

• 2-year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major; 1 year experience in the sales and marketing, guest services, front desk, or related professional area.

CORE WORK ACTIVITIES

Understanding Markets Maximizing Revenue

• Identifies new reservations sales business to achieve personal and property revenue goals.
• Understands the overall market - 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 both prior to, and during the program/event.

Conducting Daily Reservations Sales Activities

• Responds to incoming reservations sales opportunities for the property that are outside 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.
• Executes and supports the operational aspects of business booked (eg, generating proposal, writing contract, customer correspondence).
• Assists with monitoring accuracy of reservation sales orders within tracking systems.
• Tracks no-show reservations and processes charges.
• Manages wait list and prioritizes order of wait list contacts to be made.
• Prepares work and maintenance orders.

Providing Exceptional Customer Service

• Supports the company s service and relationship strategy, driving customer loyalty and satisfaction by delivering service excellence throughout each customer experience.
• Services our customers in order to grow share of the account.
• Executes and supports the company s customer service standards and property s brand standards.
• Provides excellent customer service consistent with the daily service basics of the brand.
• 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.
• 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.
• Handles guest complaints and disputes following the instant pacification procedures.

Additional Responsibilities

• Utilizes intranet for resources and information.
• Creates contracts as required.