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Reservations Manager - Protea Hotel by Marriott Mowbray

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Marriott International

24d ago

  • Job
    Full-time
    Mid Level
  • Customer Relations
    Hospitality & Retail
  • Cape Town

AI generated summary

  • You need a high school diploma or 2-year degree, 2-3 years of related experience, strong communication, revenue management, sales skills, and basic computer proficiency.
  • You will manage reservations sales, train staff, maximize revenue, ensure customer loyalty, handle complaints, and oversee operational tasks to enhance guest experiences and meet revenue goals.

Requirements

  • High school diploma or GED; 3 year's work experience required in a similar role.
  • 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.
  • Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
  • Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
  • Demonstrates understanding of written sentences and paragraphs in work-related documents.
  • Communicates effectively in writing as appropriate for the needs of the audience.
  • Utilizes applicable intranet for resources and information.
  • Inventory Management - The ability to manage rooms and function space restrictions and thresholds using systems or manually in order to maximize revenue/profit across all segments.
  • Revenue Management - Knowledge of total hotel revenue management concepts, processes and strategies (including sales cycles and trends, account management, pricing, and inventory management).
  • Sales and Marketing - Knowledge of sales and marketing concepts including principles and methods for showing, promoting and selling products or services as well as marketing strategies and tactics.
  • Sales Ability: Persuasiveness - Using appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea from prospects and clients.
  • Sales Disposition - Demonstrating the traits, inclinations, and outlooks that characterize successful salespersons; exhibiting behavior styles that facilitate adaptation to the demands of the sales role.
  • Supporting Sales Implementations - Supporting customers during the implementation of sales contracts; seeking and taking appropriate actions on customer feedback; taking responsibility for customer satisfaction and loyalty.
  • Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).

Responsibilities

  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • Utilizes applicable intranet for resources and information.
  • Creates contracts as required.

FAQs

What is the job title for this position?

The job title for this position is Reservations Manager at Protea Hotel by Marriott Mowbray.

What is the location of the job?

The job is located at Protea Hotel Cape Town Waterfront Breakwater Lodge, Portswood Road, Cape Town, South Africa.

What is the work schedule for this position?

The work schedule for this position is full-time.

What qualifications are required for this role?

A high school diploma or GED with 3 years of experience in a similar role, or a 2-year degree in Business Administration, Marketing, Hotel and Restaurant Management, or a related major with 2 years of experience in sales and marketing, guest services, front desk, or a related professional area.

What are the main responsibilities of the Reservations Manager?

The main responsibilities include soliciting and managing reservations sales, providing training to staff, actively up-selling to maximize revenue, driving customer loyalty, and ensuring service excellence throughout the customer experience.

What experience is preferred for candidates applying for this position?

Candidates should have experience in sales, marketing, guest services, or front desk operations, with a focus on reservations management.

Are there any specific competencies required for this role?

Yes, key competencies include leadership, adaptability, communication, problem-solving, relationship building, planning and organizing, and driving for results.

Will the successful candidate be responsible for training new employees?

Yes, the Reservations Manager will develop and implement a departmental orientation program for new hires to ensure they receive appropriate training.

What is the company's stance on diversity and inclusion?

Marriott International is committed to hiring a diverse workforce and sustaining an inclusive, people-first culture, ensuring non-discrimination on any protected basis.

What benefits does Protea Hotels by Marriott offer its employees?

While specific benefits are not listed, Protea Hotels by Marriott is part of Marriott International, which typically offers a range of employee benefits and career development opportunities.

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Marriott International

Travel & Leisure
Industry
10,001+
Employees
1927
Founded Year

Mission & Purpose

Marriott International, Inc. is based in Bethesda, Maryland, USA, and encompasses a portfolio of nearly 8,300 properties under 30 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. Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws. Community Guidelines: We reserve the right to remove without any notice content that we determine in our sole discretion is offensive or illegal, contains personally identifiable information, trademarks or copyrights belonging to a third party, advertises a third party’s products or services, or is otherwise inappropriate. Application Tips: We encourage job seekers to protect themselves from email and recruiting scams. Please note: 1) We do not accept applications via email or fax; 2) We never ask for money as part of the application process; 3) We only contact job applicants from approved email domains.

Benefits

  • Travel Perks & Benefits

    We encourage you to explore the world around you, so we offer generous hotel and food discounts at thousands of our global properties. What a way to travel! We look after our associates, which is why we also have a comprehensive and competitive benefits program.

  • Recognition & Rewards

    Marriott recognizes success and commitment. We honor and encourage leadership and exceptional service. We also give bonuses for successful referrals and we reward long service. We believe hard work should be acknowledged.

  • Growth Opportunities

    Marriott believes in a career that flourishes with you. We also believe that wider experiences often provide a more enriching experience. We offer professional development, mentoring and training to help you get to where you want to go.