Reservations Manager
JW Marriott Gold Coast Resort & SpaReservations Manager
About the Company
Marriott International portfolio of brands includes JW Marriott alongside 29 other Marriott brands. Marriott International is the world’s leading global hospitality company, with more brands, more hotels and more opportunities for associates to grow and succeed.
JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™.
About the role
Reporting directly to the Director of Sales & Distribution, you will be required to ensure an efficient and smooth operation of the Reservations Department; as well to maximize hotel room’s revenue through effective pricing and inventory management.
Critical responsibilities:
Understanding Markets & Maximizing Revenue
• 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.
Conducting Daily Reservations Sales Activities
- Manage reservation sales to ensure business practices are consistent with the hotel revenue management goals
- Champion the Marriott Bonvoy loyalty program and help drive a loyalty mind-set within the team. Proactively drive the Marriott Bonvoy enrolment and Group Occupancy and set monthly enrolments targets for the reservations team to achieve.
- Establish and maintain a network of clients to enhance the occupancy levels and room yield
- Set monthly upsell targets for the reservations team and provide coaching on how to achieve the goal
- Manage all FIT commission’s through CTAC and investigate all individual commission queries
- Manage all Group commission invoices and ensure it’s processed with Finance promptly
- Manage Group bookings and ensure Group Rundowns are distributed to the team within one week from arrival. Attention to detail is critical, ensuring accurate information is provided and distributed to the team.
- Actively communicate and manage group blocks with our clients in conjunction with the Event Planning lead.
- Anticipate guest accommodation requirements and offer prompt efficient service either personally or through efficient management of reservations staff.
- Manage Room Type availability and inventory on a daily basis.
- Communicate any events or issues that may have a direct affect to hotels operations and profitability.
- Maintain and update Hotel PMS to accurately track account productivity and regular guest activity.
- Hands on in the reservations department.
- Participate in weekly yield meetings.
- Update the reservations team on any relevant information i.e. new package promotions in house activities and any feedback that may be provided on operational issues.
- Create and maintain a team environment, ensuring that they are trained in the Reservation process.
- Assist in the creation and implementation of reservation agent’s incentives (up-sell program), including an effective monitoring process.
- Offer feedback and assistance frequently
- Co-ordinate with the Hotel Sales team to accommodate VIP guest and request.
Providing Exceptional Customer Service
- Provides excellent customer service.
- Interacts with guests to obtain feedback on product quality and service levels.
- Responds effectively to guest problems and complaints.
- Empowers talent to provide excellent customer service.
- Provides feedback to individuals in an effort to improve service performance.
- Reviews comment cards and guest satisfaction results.
- Building and contributing to teams by leading and participating as a team member
- Driving for results by setting high standards of performance for self and/or others
Managing and Conducting Human Resource Activities
- Embracing our Core Vision and Values and ensuring it is cascaded to our talent
- Supports a departmental orientation program for talent to receive the appropriate new hire training to successfully perform their role.
- Embracing talent development by actively planning and participating in training initiatives.
- Encouraging bottom-up feedback and communication to regularly review and action on talent suggestions.
- Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
- Lead a reservations team that works together with trust and takes responsibility to meet the goals of the department and hotel.
- Recruit, train and mentor the reservations agents
- Prepare the reservations team roster and distribute at least two weeks in advance
- Manage the reservations teams clock-ins and level 1 approvals in Etivity
- Manage and optimise reservations costs to ensure a more cost effective reservations team, this will be done by the following:
- Managing the reservations team coverage and minimising calls being sent to central reservations.
- Managing the reservations team overtime and minimising where appropriate
- Handle elevated customer queries and complaints relating to Rooms Reservations
- Encourages and builds mutual trust, respect, and cooperation among team members.
- Serves as a role model to demonstrate appropriate behaviours.
- Identifies the developmental needs of others and coaches, mentors, or otherwise helps others to improve their knowledge or skills.
- Develops specific goals and plans to prioritise, organise, and accomplish your work.
- Ensures and maintains the productivity level of talent.
Administration
- Acting ethically in the handling, reporting and use of confidential information.
- Ensure health & safety regulations standards are complied with.
- Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labour relations.
- Conducting meetings, communicating regularly with peers and other departments.
- Flexibility to respond to a range of different work situations.
Additional Responsibilities
- Provides the leadership, vision and direction to bring together and prioritise the departmental goals in a way that will be efficient and effective.
- Ensures compliance with all applicable laws and regulations.
- Establishes and maintains open, collaborative relationships with talent and ensures talent do the same within the team.
- Establishes guidelines so talent understand expectations and parameters.
Successful Candidates will have :
- Marriott systems knowledge will be seen as an advantage
- Strong understanding of the market
- Previous experience in a similar role with a proven track record of success.
- Customer Service: You have a strong focus on customer satisfaction, understanding customer needs, and ensuring extraordinary experiences are delivered at all times.
- Full working rights in Australia
- Communication Skills: You possess excellent written and verbal communication skills to interact with the team, customers, and vendors. Your clear communication ensures smooth operations and effective team coordination.
- Problem-Solving: You quickly identify issues and implement effective solutions. Creative thinking and adaptability are crucial for handling unexpected challenges.
- Financial Acumen: You have a strong understanding of budgeting, financial reporting, and cost control to manage the financial aspects of the business. You analyse financial data and make informed decisions.
- Leadership: You lead by example and have the ability to establish trust and develop productive relationships with all levels of the organization.
- Bachelor's degree in Hospitality Management, Business Administration, or a related field. MBA or advanced degree preferred.
- Availability to work weekdays and weekends on a rotating roster as per business needs.
The Benefits
Enjoy the benefits of:
- Unlimited strategic development and career opportunities
- Generous accommodation and food and beverage discounts including all properties within the Marriott International group
- Recognition programs to keep you motivated
- The best hotel training opportunities provided
- Wellbeing and mindfulness programs to ensure you stay healthy
At Marriott, you can Be You - and that's what makes us a certified Great Place To Work!
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.