Reservation Supervisor - Giám sát Đặt phòng

JOB SUMMARY

• Assists with the 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.
  

CRITICAL TASKS

Understanding Markets & Maximizing Revenue

• Identifies new reservations sales business to achieve personal and property revenue goals.

• Understands the overall market - 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 both prior to, and during the program/event.

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.

• 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.

• Manages wait list and prioritizes order of wait list contacts to be made.

• Prepares work and maintenance orders.

Providing Exceptional Customer Service

• Supports the company’s service and relationship strategy, driving customer loyalty and satisfaction by delivering service excellence throughout each customer experience.

• Services our customers in order to grow share of the account.

• Executes and supports the company’s customer service standards and property’s brand standards.

• 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.

• 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.

• Premium insurance with many inpatient and outpatient medical examination and treatment benefits
• Phone allowance, meals allowance and others
• Marriott International Associate discount for Room and F&B
• International work environment. 

• At least once year two years-experience at the same position.
• Be able to relocate to Ha Giang City.

• Resume