Job Number 24127487
Job Category Reservations
Location Protea Hotel Cape Town Mowbray, Liesbeek Avenue off Liesbeek Parkway, Cape Town, South Africa VIEW ON MAP Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management
JOB SUMMARY Responsible for soliciting and managing 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.
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.
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 EventBooking Center.
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.
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.
MANAGEMENT COMPETENCIES Leadership Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.
Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.
Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
Managing Execution Building and Contributing to Teams - Actively participates as a member of a team to move the team toward the completion of goals.
Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.
Building Relationships Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company's service standards.Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.Generating Talent and Organizational Capability Organizational Capability - Evaluates and adapts the structure of own assignments and suggests improvements to work processes to best fit the needs and/or support the goals of an organizational unit.Talent Management - Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.Learning and Applying Professional Expertise Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.Business Acumen - Understands and utilizes business information to manage everyday operations.Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct.Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.Writing - Communicates effectively in writing as appropriate for the needs of the audience. Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
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