JOB SCOPE SUMMARY

 Responsible for soliciting and managing of reservations sales-related opportunities

 Manages and provides training and work assignments to Reservations Sales associates

 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

DUTIES & 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

 Responds to incoming reservations sales opportunities for the property that are outside parameters of the Event

Booking Center

 Uses negotiating skills and creative selling abilities to close on business and negotiate contracts

 Uses sales resources and administrative/support staff effectively

 Monitoring group reservation allocations

 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

 Review commissionable bookings

 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 and general performance

 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

JOB KNOWLEDGE, SKILLS & ABILITIES

 Leadership skills and knowledge of all tasks within area of responsibility

 Knowledge in Corporate and Tour Operator, both local and global

 Ability and understanding of the market and competition

QUALIFICATION STANDARD

Education and Experience

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

OR

• 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.