Marriott International, Inc. is based in Bethesda, Maryland, USA, and encompasses a portfolio of nearly 8,700 properties under 31 leading brands spanning 138 countries and territories. Its heritage can be traced to a root beer stand opened in Washington, D.C., in 1927 by J. Willard and Alice S. Marriott.

Responsibilities or duties

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.

Qualifications or requirements (e.g., education, skills)

Degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major

Experience needed

5 years' experience in the hotel reservations, sales and marketing, guest services, front desk, or related professional area ((2 years in 5-star hotel))

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.

• Soliciting and managing of reservations sales-related opportunities.
• Managing and providing training and work assignments to Reservations Sales staff.
• Actively up-selling each business opportunity to maximize revenue opportunity.
• Achieving personal and team related revenue goals.
• Driving customer loyalty by delivering service excellence throughout each customer experience.
• Providing service to customers to grow share of the account on behalf of the company.
• Identifying new reservations sales business to achieve personal and property revenue goals.
• Understanding the overall market, including competitors’ strengths and weaknesses, economic trends, supply and demand etc. and knowing how to sell against them.
• Closing the best opportunities for the property based on market conditions and property needs.
• Monitoring same day selling procedures to maximize room revenue and control property occupancy.
• Gaining understanding of the property’s primary target customer and service expectations; serving the customer by understanding their business, business issues and concerns, to offer better business solution.
• Responding to incoming reservations sales opportunities for the property that are outside parameters.
• Using negotiating skills and creative selling abilities to close on business and negotiate contracts.
• Using sales resources and administrative/support staff effectively.
• Assisting in monitoring group reservation forecast data.
• Coordinating with sales and Convention Services to process rooming lists and reservation cards.
• Executing and supporting the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence).
• Assisting with monitoring accuracy of reservation sales orders within tracking systems.
• Tracking no-show reservations and processing charges as needed.
• Checking daily arrivals to ensure all necessary billing instructions are applied to reservations.
• Managing wait list and prioritizing order of wait list contacts to be made.
• Preparing work and maintenance orders.
• Supporting customer loyalty and property’s brand standards by delivering service excellence throughout each customer experience.
• Servicing customers to grow share of the account.
• Providing excellent customer service consistent with the daily service basics of the brand.
• Executing exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.
• Setting a positive example for guest relations.
• Serving 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.
• Handling guest complaints and disputes following the instant pacification procedures.
• Monitoring reservations sales agents while on phone calls.
• Developing, implementing and maintaining a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
• Utilizing all available on the job training tools for employees.
• Creating monthly labor scheduling for team.
• Utilizing applicable intranet for resources and information.
• Creating contracts as required.

• Reservations sales
• Training and development
• Revenue maximization
• Customer loyalty building
• Service excellence
• Market analysis
• Negotiation skills
• Sales resource utilization
• Forecasting
• Contract management
• Customer service
• Complaint handling
• Performance monitoring
• Employee orientation
• On-the-job training
• Labor scheduling

• Degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major
• 5 years' experience in the hotel reservations, sales and marketing, guest services, front desk, or related professional area
• 2 years in a 5-star hotel