• Identify new reservations sales business to achieve personal and property revenue goals.
• Understand the overall market, including competitors’ strengths and weaknesses, economic trends, supply and demand, etc., and know how to sell against them.
• Close the best opportunities for the property based on market conditions and property needs.
• Monitor same-day selling procedures to maximize room revenue and control property occupancy.
• Gain understanding of the property’s primary target customer and service expectations; serve the customer by understanding their business, issues, and concerns, and offer better solutions.
• Support customer loyalty and the property’s brand standards by delivering service excellence throughout each customer experience.
• Service customers to grow share of the account.
• Provide excellent customer service consistent with the daily service basics of the brand.
• Execute exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.
• Set a positive example for guest relations.
• Handle guest complaints and disputes following the instant pacification procedures.
• Monitor reservations sales agents while on phone calls.
• Develop, implement, and maintain a departmental orientation program for employees to receive appropriate new hire training.
• Utilize all available on-the-job training tools for employees.
• Create monthly labor scheduling for the team.