Reservations Manager

Additional Information Pre-Opening TeamJob Number 23076104Job Category ReservationsLocation W Milan, Piazzetta M. Bossi 2, Milan, Città Metropolitana di Milano, Italy VIEW ON MAPSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type ManagementW Milan is currently recruiting for a Reservations Manager.Reporting to the Director of Sales, the Reservations Manager will join the pre-opening team with the unique opportunity to set up the reservation systems, processes and team from scratch.Among the main responsibilities:Soliciting and managing of reservations sales-related opportunities. Managing and providing training and work assignments to Reservations Sales staff. Actively up selling each business opportunity to maximize revenue opportunity. Achieving personal and team related revenue goals. Driving customer loyalty by delivering service excellence throughout each customer experience. Providing service to our customers in order to grow share of the account on behalf of the company. The Impact you'll makeFirst impressions are everything. And you'll set the tone for every guest's stay, starting from the reservation stage. With a genuinely warm welcome, you'll be ready with answers to any questions and happy to offer information about hotel services, facilities and the best possible solution for our guests' stay. You and your team will do anything to help make their visit that bit more special. And, creating the smoothest reservation experience, you'll make sure they start getting excited to stay with us. You also have a keen eye for up-selling opportunities, you understand the revenue strategy and love liaising with the Director of Revenue to ensure alignment. Numbers and reports excite you as much as leading your small but dynamic team and going above and beyond for our guests.About usLocated in the heart of Brera, W Milan aims to set the tone in the city of Milan. The first real luxury lifestyle in the city embraces the authentic Milanese spirit and all W Hotels passions. W Milan redefines the luxury hotel scene of the Italian capital of fashion and design through its informal yet impeccable Whatever/Whenever service and trademark high energy.What we offerJoin the dream team of the second W Hotel in Italy and gain international exposure to Marriott EMEA Leaders Professional career progression at international level in more than 8000 properties in Marriott InternationalLearning and development opportunities through online platforms, on the job trainings and classroom-based coursesDiscounts on hotel rooms, gift shop items, food and beverage in Marriott International portfolioInspiring and motivated management with international mindset Charity events, Wellbeing activities and sustainability initiatives through the TakeCare and 360 programsRecognition activities such as Talent of the month, Birthdays Lunch, Appreciation weeks Canteen service on propertyCORE WORK ACTIVITIES 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 issues and concerns, to offer better business solution. Conducting Daily Reservations Sales Activities Responds to incoming reservations sales opportunities for the property that are outside parameters of the Event Booking Center. Uses negotiating skills and creative selling abilities to close on business and negotiate contracts. Uses sales resources and administrative/support staff effectively. Assists in monitoring group reservation forecast data. Coordinates with sales and Convention Services to process rooming lists and reservation cardsExecutes and supports the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence). Assists with monitoring accuracy of reservation sales orders within tracking systems. Tracks no-show reservations and processes charges as needed. Checks daily arrivals to ensure all necessary billing instructions are applied to reservations. Manages wait list and prioritizes order of wait list contacts to be made. Prepares work and maintenance orders. Providing Exceptional Customer Service Supports customer loyalty and property's brand standards by delivering service excellence throughout each customer experience. Services our customers in order to grow share of the account. Provides excellent customer service consistent with the daily service basics of the brand. Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.Sets a positive example for guest relations. Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event. 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. Handles guest complaints and disputes following the instant pacification procedures. Managing and Conducting Human Resource Activities Monitors reservations sales agents while on phone calls. Develops, implements and maintains a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job. Utilizes all available on the job training tools for employees. Creates monthly labor scheduling for team. Additional Responsibilities Utilizes applicable intranet for resources and information. Creates contracts as required. MANAGEMENT COMPETENICES LeadershipAdaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace. Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding.Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions. Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.Managing ExecutionBuilding and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.Building RelationshipsCoworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company's service standards. Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.Generating Talent and Organizational CapabilityOrganizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.Learning and Applying Professional ExpertiseApplied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct. Inventory Management - The ability to manage rooms and function space restrictions and thresholds using systems or manually in order to maximize revenue/profit across all segments.Revenue Management - Knowledge of total hotel revenue management concepts, processes and strategies (including sales cycles and trends, account management, pricing, and inventory management).Sales and Marketing - Knowledge of sales and marketing concepts including principles and methods for showing, promoting and selling products or services as well as marketing strategies and tactics.Sales Ability: Persuasiveness - Using appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea from prospects and clients.Sales Disposition - Demonstrating the traits, inclinations, and outlooks that characterize successful salespersons; exhibiting behavior styles that facilitate adaptation to the demands of the sales role.Supporting Sales Implementations - Supporting customers during the implementation of sales contracts; seeking and taking appropriate actions on customer feedback; taking responsibility for customer satisfaction and loyalty.Basic Competencies - Fundamental competencies required for accomplishing basic work activities. Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.Writing - Communicates effectively in writing as appropriate for the needs of the audience.What you'll need2-3 years' experience in reservations within structured companiesIdeally, knowledge of luxury lifestyle hospitality standardsFluent English and Italian language knowledge is mandatory, any additional language is a plusPractical knowledge of Opera constitutes an advantageTeam management and leadership skills preferredExplore our very big worldAs a world-class leader in the travel industry, there's no better place than Marriott International to make your mark. Joining us, you'll get to entertain and meet people from all over the world as you build your experience. You'll find a place where your personality and ideas are appreciated just as much as the work you do. And you'll grow through opportunities to explore the business, opening yourself to various career options. If you have the natural ability to communicate and enjoy working with others, we welcome you to join our global family.You're welcomed hereOur highest priority is making you feel as welcome as our guests. We want you to know you're important to us and that you'll make an impact in your role, and for that, you'll be appreciated and valued.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.Boldly coloring outside the lines of luxury, W turns the traditional notion of the extravagant hotel on its head. Our irreverent attitude and taste for excess redefine revelry for the modern jet set. Our guests have a lust for a life less ordinary that drives them to demand more, experience it all, and hit repeat. We share our guests' passions, providing insider access to what's new and what's next. Moderation is not in our vocabulary and we know that lust for life demands more, not less. W guests soak it in and live each day with a mantra: Detox.Retox.Repeat. If you're ready to create the energetic W scene that is magnetic to everyday disruptors around the world, then we invite you to explore a career with W Hotels.