Group Reservations Manager

Job Details

• Job Number:
• Job Category:
  Reservations
• Location:
  
  1501 Gaylord Trl, Grapevine, Texas, 76051
• Schedule:
  
  Full Time
• Position Type:
  Management
• Pay Range: $67,000–$94,000 annually
• Bonus Eligible: Y

Responsible for soliciting and managing reservations sales‑related opportunities. Manages 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 and provides service to grow share of the account on behalf of the company.

Education and Experience
:
Either a high school diploma or GED with no prior work experience, or a 2‑year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major, accompanied by two years of experience in sales and marketing, guest services, front desk, or related professional area.

• 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, 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 solutions.

• Responds to incoming reservations sales opportunities for the property that are outside parameters of the .
• Uses negotiating skills and creative selling abilities to close 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 cards.
• Executes and supports the operational aspects of booked business (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.

• Supports customer loyalty and brand standards by delivering service excellence throughout each customer experience.
• 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.
• Serves the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed expectations, while building a relationship and loyalty to the company.
• Handles guest complaints and disputes following the instant pacification procedures.

• Monitors reservations sales agents while on phone calls.
• Develops, implements and maintains a departmental orientation program for employees to receive new‑hire training to successfully perform their job.
• Utilizes all available on‑the‑job training tools for employees.
• Creates monthly labor scheduling for the team.

• Utilizes applicable intranet for resources and information.
• 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.