Reservations Manager

2 months ago

Surfers Paradise, Australia Marriott International, Inc Full time

**Additional Information** Reservations Manager
**Job Number** 24176539
**Job Category** Reservations
**Location** JW Marriott Gold Coast Resort & Spa, 158 Ferny Avenue, Surfers Paradise, Queensland, Australia VIEW ON MAP
**Schedule** Full-Time
**Located Remotely?** N
**Relocation?** N
**Position Type** Management

**Reservations Manager**

**About the Company**

**Marriott International** portfolio of brands includes JW Marriott alongside 29 other Marriott brands. Marriott International is the world’s leading global hospitality company, with more brands, more hotels and more opportunities for associates to grow and succeed.

**JW Marriott **is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment.

**About the role**

Reporting directly to the Director of Sales & Distribution, you will be required to ensure an efficient and smooth operation of the Reservations Department; as well to maximize hotel room’s revenue through effective pricing and inventory management.

**Critical 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**
- Manage reservation sales to ensure business practices are consistent with the hotel revenue management goals
- Champion the Marriott Bonvoy loyalty program and help drive a loyalty mind-set within the team. Proactively drive the Marriott Bonvoy enrolment and Group Occupancy and set monthly enrolments targets for the reservations team to achieve.
- Establish and maintain a network of clients to enhance the occupancy levels and room yield
- Set monthly upsell targets for the reservations team and provide coaching on how to achieve the goal
- Manage all FIT commission’s through CTAC and investigate all individual commission queries
- Manage all Group commission invoices and ensure it’s processed with Finance promptly
- Manage Group bookings and ensure Group Rundowns are distributed to the team within one week from arrival. Attention to detail is critical, ensuring accurate information is provided and distributed to the team.
- Actively communicate and manage group blocks with our clients in conjunction with the Event Planning lead.
- Anticipate guest accommodation requirements and offer prompt efficient service either personally or through efficient management of reservations staff.
- Manage Room Type availability and inventory on a daily basis.
- Communicate any events or issues that may have a direct affect to hotels operations and profitability.
- Maintain and update Hotel PMS to accurately track account productivity and regular guest activity.
- Hands on in the reservations department.
- Participate in weekly yield meetings.
- Update the reservations team on any relevant information i.e. new package promotions in house activities and any feedback that may be provided on operational issues.
- Create and maintain a team environment, ensuring that they are trained in the Reservation process.
- Assist in the creation and implementation of reservation agent’s incentives (up-sell program), including an effective monitoring process.
- Offer feedback and assistance frequently
- Co-ordinate with the Hotel Sales team to accommodate VIP guest and request.

**Providing Exceptional Customer Service**
- Provides excellent customer service.
- Interacts with guests to obtain feedback on product quality and service levels.
- Responds effectively to guest problems and complaints.
- Empowers talent to provide excellent customer service.
- Provides feedback to individuals in an effort to improve service performance.
- Reviews comment cards and guest satisfaction results.
- Building and contributing to teams by leading and participating

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