Reservations Supervisor
JW Marriott Bucharest Grand HotelPOSITION SUMMARY
Are you passionate about hospitality and do you really like to make others feel at home? Working with us, you will get to relate and meet people from all over the world while building your career. Join us and you will have the opportunity to develop by learning from the best professionals in the field of hospitality. Regardless of the path you follow, we will make sure you feel at home.
Key responsibilities:
- Establish, monitor, and achieve office goals for agent productivity, including transient reservation targets, closure ratios, upselling, abandoned call metrics, and quality assurance scores
- Train, coach, and mentor reservation sales agents in all operational aspects to ensure high accuracy, maximize revenue opportunities, and elevate guest satisfaction ratings
- Organize daily operations, allocate duties, and supervise the workflow of the Reservations team, providing expert guidance on complex bookings such as groups, VIPs, and suites
- Ensure the team consistently delivers a warm, sophisticated, and personalized experience for every caller, while maintaining an extensive knowledge of hotel facilities, local attractions, and Marriott Bonvoy loyalty program benefits
- Aid reservation agents during high-volume periods by stepping in to handle incoming calls, demonstrating strong listening and communication skills to secure bookings efficiently
- Monitor room availability, rate integrity, and inventory across all distribution channels (Marriott MARSHA/OPERA, OTAs, and GDS) to implement and control accurate selling strategies
- Ensure the daily balancing and flawless synchronization of MARSHA and OPERA systems
- Build, implement, or supervise new rate programs within all related systems and effectively communicate updates to the department
- Analyze "no-show" and cancellation reports to identify trends and implement strategies that minimize lost revenue
- Oversee all reservation types (individual, group, corporate, and wholesale), ensuring accurate input of special codes and rates (e.g., complimentary rooms, employee discounts, travel agent inspection rates)
- Act as the primary point of contact to handle guest complaints, booking discrepancies, and customer service inquiries immediately and professionally
- Cultivate seamless collaboration between the Front Office, Sales, and Reservations departments. Work closely with the Front Desk to resolve rate inquiries and guest concerns, enhancing the overall guest journey
- Generate and distribute all reservation-related reports required by other departments in a timely and accurate manner
- Execute additional operational tasks and projects as directed by management with accuracy and efficiency
What We Offer
Would you like to be part of a company that offers:
- 🌍 Discounted accommodation in over 10,000 hotels worldwide – yes, over 10,000!
- ✈️ Unlimited career opportunities, both locally and internationally
- 🍽️ Meal vouchers
- 🏥 Medical benefits package
- ☕ €5 breakfast when staying in any of our European hotels
- 🍷 Discounts on food and beverages in all our restaurants and bars
- 👨👩👧👦 Special rates for friends and family
- 🧘 Wellness and mental health programs
- 🌴 21 days of annual leave, increasing with length of service
- 🎓 World-class training and development opportunities
- 🎉 Memorable associates’ events and celebrations
- 💰 Referral bonuses when you recommend friends to join our team
…and much more.
Ideal Candidate Profile
We are looking for a passionate Reservations Supervisor to seamlessly navigate our dynamic environment, providing the mindful, intuitive service that transforms every gathering into an exceptional, flawlessly orchestrated experience.
Key qualifications and skills:
- Native or professional fluency in Romanian (written and spoken) is a mandatory requirement for this role
- Deep understanding of reservation systems; hands-on experience with OPERA and MARSHA is a significant advantage
- Excellent command of the English language (both written and verbal) to effectively manage international bookings, corporate accounts, and VIP correspondence
- Exceptional communication skills with a proven ability to handle complex guest escalations, negotiate with travel agents, and collaborate seamlessly with Front Office and Sales departments.
- Strong organizational and time-management skills, necessary for overseeing daily reservation workflows, monitoring room inventory, and managing waitlists or overbooking situations to optimize revenue.
- Demonstrated leadership abilities, including the capacity to train, motivate, and supervise a team of reservation agents to ensure accuracy, high productivity, and exceptional customer service standards.
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. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by 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.