Marriott

Requirements

Candidates must have either a high school diploma or a 2-year degree in a related field such as Business Administration or Hotel Management. A minimum of 2 years of experience in sales, marketing, or guest services is required for those with a 2-year degree.

Job Summary

JOB SUMMARY

Responsible for 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. Provides service to our customers in order
to grow share of the account on behalf of the company.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; no work experience required.

• 2-year degree from an accredited university in Business Administration,
Marketing, Hotel and Restaurant Management, or related major; 2 years 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, 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

• 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.

• 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 proposal, writing contract, customer correspondence).

• Assists with monitoring accuracy of reservation sales orders within tracking
systems.

• 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.

• 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.

• 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.

• 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.

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 team.

Additional Responsibilities

• Utilizes applicable intranet for resources and information.

• Creates contracts as required.

At Marriott International, we are dedicated to being an equal opportunity
employer, welcoming all and providing access to opportunity. We actively foster
an environment where the unique backgrounds of our associates are valued and
celebrated. Our greatest strength lies in the rich blend of culture, talent, and
experiences of our associates. We are committed to non-discrimination on any
protected basis, including disability, veteran status, or other basis protected
by applicable law.

At Le Méridien, we are inspired by the era of glamorous travel, celebrating each
culture through the distinctly European spirit of savouring the good life. Our
guests are curious and creative, cosmopolitan culture seekers that appreciate
moments of connection and slowing down to savour the destination. We provide
authentic, chic and memorable service along with experiences that inspire guests
to savour the good life. We’re looking for curious and creative people to join
our team. If you appreciate connecting with like-minded guests and have a deep
desire to create memorable experiences, we invite you to explore career
opportunities with Le Méridien. In joining Le Méridien, you join a portfolio of
brands with Marriott International. Be where you can do your best work,
begin your purpose, belong to an amazing global team, and become the best
version of you.

Responsibilities

The Cluster Manager is responsible for managing reservation sales opportunities, maximizing revenue, and providing training and work assignments to the reservations staff. They must also drive customer loyalty by delivering service excellence and ensuring brand standards are met throughout the guest experience.