Reservation Sales Manager

Additional Information Job Number 25193043 Job Category Reservations Location The Ritz-Carlton Laguna Niguel, One Ritz Carlton Drive, Dana Point, California, United States, 92629VIEW ON MAP (Ritz-Carlton Laguna Niguel, One Ritz Carlton Drive, Dana Point, California, United States, 92629) Schedule Full Time Located Remotely? N Position Type Management Pay Range: $30.29 - $42.31 per hour Bonus Eligible: Y JOB SUMMARY Solicits and manages reservations sales-related opportunities. Supervises and provides training and work assignments to Reservations Sales staff. Actively up-sells each business opportunity to maximize revenue. Achieves personal and team related revenue goals. Drives 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. CANDIDATE PROFILE Education and Experience u2022 High school diploma or GED; no work experience required. OR u2022 2-year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major; 2 years experience in the sales and marketing, guest services, front desk, or related professional area. CORE WORK ACTIVITIES Understanding Markets & Maximizing Revenue u2022 Identifies new reservations sales business to achieve personal and property revenue goals. u2022 Understands the overall market, including competitorsu2019 strengths and weaknesses, economic trends, supply and demand etc., and knows how to sell against them. u2022 Closes the best opportunities for the property based on market conditions and property needs. u2022 Monitors same day selling procedures to maximize room revenue and control property occupancy. u2022 Gains understanding of the propertyu2019s 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 u2022 Responds to incoming reservations sales opportunities for the property that are outside parameters of the . u2022 Uses negotiating skills and creative selling abilities to close on business and negotiate contracts. u2022 Uses sales resources and administrative/support staff effectively. u2022 Assists in monitoring group reservation forecast data. u2022 Coordinates with sales and Convention Services to process rooming lists and reservation cards. u2022 Supports the operational aspects of business booked (e.g., generating proposal, customer correspondence). u2022 Assists with monitoring accuracy of reservation sales orders within tracking systems. u2022 Tracks no-show reservations and processes charges as needed. u2022 Checks daily arrivals to ensure all necessary billing instructions are applied to reservations. u2022 Monitors wait list and prioritizes order of wait list contacts to be made. u2022 Prepares work and maintenance orders. Providing Exceptional Customer Service u2022 Supports customer loyalty and propertyu2019s brand standards by delivering service excellence throughout each customer experience. u2022 Services our customers in order to grow share of the account. u2022 Provides exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event. u2022 Sets a positive example for guest relations. u2022 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. u2022 Handles guest complaints and disputes following the instant pacification procedures. Conducting Human Resource Activities u2022 Monitors reservations sales agents while on phone calls. u2022 Maintains departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job. u2022 Utilizes all available on the job training tools for employees. Additional Responsibilities u2022 Utilizes applicable intranet for resources and information. u2022 Creates contracts as required. _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 International considers for employment qualified applicants with criminal histories consistent with applicable federal, state and local law._ At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the worldu2019s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate. Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests. Your role will be to ensure that the u201cGold Standardsu201d of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with. In joining The Ritz-Carlton, 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.

Created: 2025-12-08