(AUS-Melbourne) Reservations Manager

**Job Number** 20055295 **Job Category** Reservations **Location** W Melbourne, 408 Flinders Lane, Melbourne, Victoria, Australia VIEW ON MAP **Brand** W Hotels **Schedule** Full-time **Relocation?** No **Position Type** Management **Start Your Journey With Us** W Melbourne is the rebel between the streets, taking its design cues from Australia’s cultural capital and providing the back-lane entrance keys to what’s New/Next in the city. Extending the laneway culture inside, 294 bold rooms and suites peel back the layers and revel in the city’s history. There are five electric and daring bars and restaurants within the hotel, plus over 800 square metres of ultra-modern event space. W Melbourne is set to be the place to see and be seen in. 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. **ROLEPURPOSE** Responsible for soliciting and managing of reservations sales-related opportunities. Manages and provides training and work assignments to Reservations Sales staff. Actively up-sells each business opportunity to maximize revenue opportunity. Achieves personal and team related revenue goals. Responsible for driving 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. Conduct their duties in a safe and efficient manner, in accordance with the hotel’s policies and procedures, ensuring that a high level of service is maintained and ensure PCI compliance is adhered to at all times. **CAST KEYRESPONSIBILITIES** **Education and Experience** + Highschool diploma or GED; experienced (1 – 2 years of experience) in the eventmanagement or related professional area OR + 2-yeardegree from an accredited university in Hotel and Restaurant Management, Hospitality,Business Administration, or related major; at least 1-year experience in theevent management or related professional area required. **F.I.T & Group Reservations** + Create and updatethe H.I.D. (How It’s Done) for Reservations department and wellcommunicate and train the reservations team and related departments + To mentor, coach,train and empower the team members on the various reservations processes + Monitor associatesto ensure all calls, internal/external, are answered promptly and in afriendly manner complying with the hotel policy + Monitor and ensurethe inputting of all reservations is completed in a timely manner so thatreservations on the books reflect a true picture of business currentlyheld + Be fullyconversant with facilities and services of the hotel and productofferings, including room configurations, banqueting facilities and theoperating times of all beverage and food venues + Ensure the effectivenessof the reservations team in selling the appropriate rates/packages at theappropriate time + Conduct detailedarrival checks to ensure guest details, payment method, special request,VIP and amenity arrangement etc are accurate. Traces and Alerts are setfor related departments to deliver a smooth check in process + Check reservationsbooked on the previous day to identify booking trend (segment/rate codesguests are buying into), VIP, High-paying guest, special requests,potential mistakes etc + Follow up on Dailylog / No show / late cancellation / refund / chargeback + Ensure complianceto W Melbourne and Marriott brand standards in the sales process by allthe Reservations associates + Effectively implement and support all Marriottrelated programs + Work closely with Sales & Events team tomonitor Group Reservations + Follow up group deposits, rooming list, groupsummary, billing and commission based on contract + Ensure Group Housing process is done properlyin MARSHA & Opera. Inventory is balanced based on cut off days + Towork as and where directed by Management plus follow all reasonable requests + Maintainclose communication with the Welcome team and other relevant areas to share anddisseminate information. + Delegate duties as required to ensure theefficiency of the department and maintain effective follow up on those duties + Liaisewith Financial team and process TA commissions via CTAC **Guest Satisfaction** + Monitor and reporton up-selling, Loyalty member enrolment and Guest Satisfaction targets,and any other tracking and reporting as required + Ensure that allguest complaints are handled promptly and effectively. Communicating thisto the appropriate Department to improve service delivery + Co-ordination ofall aspects of the departments operation to ensure that the services ofthe Department are delivered to guests or internal customers with the aimof exceeding guest expectations and in accordance with hotel’s standardsand procedures + Analyse andrespond to guest feedback, guest satisfaction and employee satisfactioninformation; and give a positive commitment to continuous improvement ofproduct and performance in line with Brand Standards + Get to know our guests so they feel special andrecognized every time. Try to create personal connection with them andutilizing not only the information gained but also GXP to ensure theirindividual expectations can be met or exceeded on every stay at any property **CustomerEngagement Centers** + Ensure audit callsto CEC are conducted weekly + Maintain regularcontact with CEC Liaison and provide timely feedback to CEC on issuesimpacting the customer and hotel + Ensuring thedistribution of promotions and communication materials to CEC and allreservations and Welcome team talents and brief them on the inclusions,rate code and effective selling skills of such **Revenue Management& Systems** + Ensure MARSHA OXIaudit and inventory compare reports are checked daily and work with SNOWto resolve errors + Manage rateavailability and inventory in coordination with the Director of RevenueManagement **F.I.T & Group Reservations** + Create and updatethe H.I.D. (How It’s Done) for Reservations department and wellcommunicate and train the reservations team and related departments + To mentor, coach,train and empower the team members on the various reservations processes + Monitor associatesto ensure all calls, internal/external, are answered promptly and in afriendly manner complying with the hotel policy + Monitor and ensurethe inputting of all reservations is completed in a timely manner so thatreservations on the books reflect a true picture of business currentlyheld + Be fullyconversant with facilities and services of the hotel and productofferings, including room configurations, banqueting facilities and theoperating times of all beverage and food venues + Ensure the effectivenessof the reservations team in selling the appropriate rates/packages at theappropriate time + Conduct detailedarrival checks to ensure guest details, payment method, special request,VIP and amenity arrangement etc are accurate. Traces and Alerts are setfor related departments to deliver a smooth check in process + Check reservationsbooked on the previous day to identify booking trend (segment/rate codesguests are buying into), VIP, High-paying guest, special requests,potential mistakes etc + Follow up on Dailylog / No show / late cancellation / refund / chargeback + Ensure complianceto W Melbourne and Marriott brand standards in the sales process by allthe Reservations associates + Effectively implement and support all Marriottrelated programs + Work closely with Sales & Events team tomonitor Group Reservations + Follow up group deposits, rooming list, groupsummary, billing and commission based on contract + Ensure Group Housing process is done properlyin MARSHA & Opera. Inventory is balanced based on cut off days + To work as andwhere directed by Management plus follow all reasonable requests + Maintain closecommunication with the Welcome team and other relevant areas to share anddisseminate information. + Delegate duties as required to ensure theefficiency of the department and maintain effective follow up on those duties + Liaise withFinancial team and process TA commissions via CTAC **Guest Satisfaction** + Monitor and reporton up-selling, Loyalty member enrolment and Guest Satisfaction targets,and any other tracking and reporting as required + Ensure that allguest complaints are handled promptly and effectively. Communicating thisto the appropriate Department to improve service delivery + Co-ordination ofall aspects of the departments operation to ensure that the services ofthe Department are delivered to guests or internal customers with the aimof exceeding guest expectations and in accordance with hotel’s standardsand procedures + Analyse andrespond to guest feedback, guest satisfaction and employee satisfactioninformation; and give a positive commitment to continuous improvement ofproduct and performance in line with Brand Standards + Get to know our guests so they feel special andrecognized every time. Try to create personal connection with them andutilizing not only the information gained but also GXP to ensure theirindividual expectations can be met or exceeded on every stay at any property **Customer Engagement Centers** + Ensure audit callsto CEC are conducted weekly + Maintain regularcontact with CEC Liaison and provide timely feedback to CEC on issuesimpacting the customer and hotel + Ensuring thedistribution of promotions and communication materials to CEC and allreservations and Welcome team talents and brief them on the inclusions,rate code and effective selling skills of such **Revenue Management & Systems** + Ensure MARSHA OXIaudit and inventory compare reports are checked daily and work with SNOWto resolve errors + Manage rateavailability and inventory in coordination with the Director of RevenueManagement + Assist theDirector of Revenue Management to configure systems including HPP, Opera,MARSHA and One Yield, etc. + Load and maintainrates in HPP/MARSHA as per instructions and standards in a timely manner. + Assist with theeffective maintenance of One Yield and other Revenue Management tasks asand when required + Liaise and addressLNF concerns/issues with the Director of Revenue Management. + Support theDirector of Revenue Management regarding company programs including butnot limited to ERS, CI, eFast, EPIC, etc. + Build relationshipwith key OTAs’ market managers and ensure quarterly performance review isconducted **Sales & Marketing** + Maintain thecompany, travel agent and guest profiles to ensure the information isproperly updated as per company Standards + Support the Salesand Marketing team in correct corporate tracking and company profilemaintenance in the PMS + Liaise with Salesand Marketing regarding online web pages that promote the properties, andspecial offers tied in with the destination or with the specific brand,other websites marketing channels, local and regional third-partyrelationship and third-party tactical campaigns + Provide supportand input into the marketing plan to drive revenue across all onlinecustomers segments (leisure travel), and work with the property Directorof Sales & Marketing, General Manager and Director of RevenueManagement to ensure a smooth execution + Work with theDirector of Sales and Marketing and the Marketing Manager to ensureproperty content/offers are up to date and consistent with brandstrategies. Develop and submitoffers on the hotel’s Offer Page + Provide contentfor all promotion offers to enable Sales and Marketing to writeappropriate copy + Identify newpartner marketing linking opportunities to promote the hotel + Attend weeklySales Strategy meeting and provide booking insights **Coaching & Training** + Responsible fortraining new reservation agents and new talents from other relateddepartments. Manage the training calendar – ensuring each talent attendsthe required training sessions + Maintain trainingrecords on each talent to ensure they are adequately trained and have metstandards + Ensure all talentswork with a pro-active approach to their job and work within the specificstandards and procedures. + To conductappraisals and job chats on all reservations team members and takeresponsibility for succession planning, staff morale and team developmentand training + Identify key associates for further developmentand provide structure training to ensure career progression, in line withcorporate guidelines + Responsibility foreffective recruitment, training and development, certification,performance evaluation, turnover reduction and optimization ofproductivity through efficient work practices and staff rostering + Conduct regularteam briefings to share the relevant information on hotel performance,targets, competitor anecdotes, promotions, guest feedback and productivity **Business Code of Conduct** + Meet the groomingstandards of the hotel as set out in the Associate Handbook + Comply with and abide by all hotel polices andprocedure and information as outlined in Associate handbook + Demonstrate clear behaviours and managementstyle that align to the W Melbourne Service Culture Standards and Brand Corevalues + Maintain company confidentiality, ensuring thatbusiness dealings within the organization are not discussed with outsideparties + Review and update the department’s policies,standards and guidelines as required + Be well versed andknowledgeable of hotel’s Fire and Evacuation procedures as well as healthand safety requirements in the Workplace. Ensure associates are aware oftheir duty of care as determined by legislation and that they maintaincomplete familiarity + Develop andimplement strategies to minimize absenteeism and to manage occupationalhealth & safety issues + Comply with Marriott’s Worldwide Code ofBusiness Conduct and Ethics and the Policy against Insider training at alltimes _MarriottInternational is an equal opportunity employer committed to hiring a diverseworkforce and sustaining an inclusive culture. Marriott International does notdiscriminate on the basis of disability, veteran status or any other basisprotected under federal, state or local laws._