The Reservations Sales Executive is a key member of the property’s Sales team and serves as a primary point of contact for guests. This role collaborates closely with the Front Office and Food & Beverage teams to deliver seamless guest experiences while maximising revenue opportunities.
Key Responsibilities
- Process all reservation requests, changes, and cancellations received by phone, email, or other method in a timely and accurate fashion.
- Identify guest reservation needs by asking open‑ended questions to obtain all necessary information, including Marriott Bonvoy status.
- Verify availability of room type and rate.
- Effectively explain guarantee, special rate, and cancellation policies to callers.
- Accommodate and document special requests when able.
- Describe room accommodation and benefit feature sale amenities to guests.
- Answer questions about property facilities/services and accommodation.
- Follow sales techniques to maximise revenue including personalising calls, obtaining complete guest needs, suggesting alternate dates or directing guests to sister properties on sold out days.
- Follow “up selling” techniques and sales strategies to maximise property revenue.
- Provide guests with information about the Bonvoy loyalty program and process new enrolments.
- Input and access data in reservation systems.
- Verify all reservation information with callers to ensure accuracy, following LQA standards.
- Assign confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing these numbers.
- Identify repeat guests using appropriate codes and ensure guests are acknowledged as a repeat.
- Follow documented escalation procedures when addressing guest concerns.
- Assign room according to guest request and preferences whenever possible.
- Review out‑of‑order rooms daily to determine status and estimated date for return to room inventory.
- Ensure rates match market codes and that any exceptions are documented and include an explanation.
- Verify and adjust billing for guests and secure valid payment.
- Organise and coordinate check‑in/pre‑registration procedures for arriving groups.
- Block Reservations/Groups – identify any over‑commitments by room type (e.g., bedding, view, size).
- Perform duplicate reservation checks.
- Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
- Maintain and update database containing preferences of repeat and VIP guests.
- Code documents according to company policies and procedures.
- Record, store, and/or analyse information using property software.
- Check figures, postings, and documents for correct entry, mathematical accuracy, and proper codes.
- Organise, secure, and maintain all files and records in accordance with document retention and confidentiality policies and procedures.
Additionally, this role supports and manages group enquiries and opportunities, ensuring all business is effectively contracted, up‑sold, and transitioned for operational delivery.
Performance includes follow‑up selling techniques, reporting, and documentation as outlined above.
Shift‑Based Role: Availability required across a 7‑day schedule.
Preferred Qualifications
- Education: High school diploma or G.E.D. equivalent.
- Related Work Experience: At least 1‑year related work experience.
- Supervisory Experience: None.
- License or Certification: None.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. We are committed to non‑discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
#J-18808-Ljbffr…