Assistant Director of Reservation

JOB SUMMARY

Responsible for managing and organizing the reservations department and responsible for implementing the reservation sales strategy and achieving segment revenue goals property revenue goals and guest and employee satisfaction. 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. Achieves personal booking goals and makes recommendations on booking goals of direct reports. Focuses on continuous improvements through the reduction of defects increasing guest satisfaction and maximizing profitability.

CANDIDATE PROFILE

Education and Experience

2-year degree from an accredited university in Business Administration Marketing Hotel and Restaurant Management or related major; 3 years experience in the sales and marketing or related professional area.

OR

4-year bachelors degree in Business Administration Marketing Hotel and Restaurant Management or related major; 1 year experience in the sales and marketing or related professional area.

CORE WORK ACTIVITIES

Developing & Executing Sales Strategies

Works with sales leaders to ensure understanding of sales strategy and effective implementation of this strategy for reservations sales.

Helps develop implement and sustain aggressive solicitation program focused on increasing business.

Works with management team to create and implement a sales plan addressing revenue customers and the market for the segment led by the DOS.

Assists with the development and implementation of promotions both internal and external.

Maximizing Revenue

Provides positive and aggressive leadership to maximize revenue potential (e.g. sets example with personal booking goals).

Recommends booking goals for reservations sales team members.

Conducting Daily Reservations Sales Activities

Monitors day to day activities of reservation sales team.

Responds to incoming reservations sales opportunities for the property that are outside parameters of the .

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).

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.

Analyzing & Reporting on Sales and Financial Data

Analyzes market information by using sales systems and implements strategy to achieve propertys financial room and catering goals.

Assists Revenue Management with completing accurate six period projections implementing rate restrictions controlling of bookings and critiquing of trends.

Reviews sales and catering guest satisfaction results to identify areas of improvement.

Providing Exceptional Customer Service

Displays leadership in guest hospitality exemplifies customer service and creates a positive example for guest relations.

Observes service behaviors of employees and provides feedback to individuals and/or managers.

Supports customer loyalty and propertys 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.

Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.

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.

Building Successful Relationships

Develops and manages relationships with key stakeholders both internal and external.

Works collaboratively with off-property sales channels (e.g. Market Sales GSO) to ensure the property needs are being achieved and the sales efforts are complementary not duplicative.

Works with Human Resources Engineering and Loss Prevention to ensure compliance with local state and federal regulations and/or union requirements.

Attends customer events trade shows and sales missions to maintain build or develop key relationships with GSO Managers and customers.

Managing and Conducting Human Resource Activities

Assists with interviewing and hiring employees with the appropriate skills to meet the business needs of the operation.

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.