Reservations Manager

About the Role

The Reservations Manager is accountable for identifying and managing sales prospects related to reservations, leading and coaching the reservations sales team, and ensuring each sales opportunity is maximized to increase revenue. This role focuses on fostering customer loyalty by delivering exceptional service across every client interaction, thereby enhancing the company's market share.

Key Responsibilities

• Identify new business opportunities in reservations sales to meet individual and property revenue targets.
• Analyze the broader market environment including competitors, economic trends, and supply-demand balance to inform sales strategies.
• Secure optimal business opportunities aligned with market conditions and the property's requirements.
• Oversee same-day selling procedures to optimize room revenue and occupancy rates.
• Understand the primary target clients of the property, including their business needs and concerns, to provide tailored service solutions.
• Respond promptly to incoming sales inquiries outside standard parameters, employing negotiation and creative selling techniques to close deals and manage contracts.
• Coordinate with sales and convention services to manage group reservation forecasting, rooming lists, and reservation documentation.
• Handle the operational aspects of booked business including proposal generation, contract preparation, and correspondence management.
• Ensure accuracy in reservation sales orders and track no-shows to process applicable charges.
• Monitor daily arrivals for accurate billing instructions, manage wait lists by prioritizing follow-ups, and prepare work and maintenance orders.
• Deliver superior customer service consistent with brand standards to build customer satisfaction, loyalty, and expand account share.
• Address guest complaints with immediate resolution approaches and maintain exemplary guest relations.
• Supervise reservations sales agents, monitor calls, and develop comprehensive orientation and on-the-job training programs for new hires.
• Create monthly labor schedules and maintain departmental resources and information via the intranet.
• Prepare contracts as needed to support business operations.

Candidate Profile

• High school diploma or GED with no prior work experience required, OR
• Associate degree in Business Administration, Marketing, Hotel & Restaurant Management or related fields, plus two years of experience in sales, marketing, guest services, front desk, or comparable roles.

Additional Information

Job location is Liberation Road Airport City, Accra, Ghana. The position is full-time and onsite. Marriott International is an equal opportunity employer committed to fostering a diverse and inclusive workforce. The JW Marriott brand emphasizes care for its associates as a foundation for outstanding guest experiences and professional development.