Assistant Reservation Manager - Marriott Al Forsan

Role Overview

Assistant Reservation Manager at Marriott Al Forsan. This role oversees reservations operations and supports management in training, scheduling, and motivating employees.

Company Overview

Marriott Hotels strives to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the familiar across the globe. JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW Marriott associates are confident, innovative, genuine, and intuitive. The organization offers a work experience focused on community, camaraderie, training, development, recognition, and holistic well-being.

Role Purpose

Oversee accuracy of room blocks, reservations, and group market codes while processing all reservation requests, changes, and cancellations. Support management in training, scheduling, counseling, and motivating employees, and serve as a role model and first point of contact for the Guarantee of Fair Treatment/Open Door Policy process.

Key Responsibilities

Reservations Management

• Oversee accuracy of room blocks, reservations, and group market codes.
• Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
• Identify guest reservation needs and determine appropriate room type.
• Verify availability of room type and rate.
• Explain guarantee, special rate, and cancellation policies to callers.
• Accommodate and document special requests.
• Answer questions about property facilities, services, and room accommodations.
• Input and access data in reservation system.
• Respond to any challenges found for accommodating rooming requests.
• Set up proper billing accounts according to Accounting policies.

Revenue & Sales

• Follow sales techniques to maximize revenue.

Guest Service

• Welcome and acknowledge all guests according to company standards.
• Anticipate and address guests' service needs.
• Thank guests with genuine appreciation.
• Troubleshoot, resolve, and document guest issues and concerns or escalate and refer to appropriate individual.

Operations & Procedures

• Review and implement new Reservations procedures.
• Comply with quality assurance expectations and standards.

People Management & Development

• Assist management in training, scheduling, counseling, and motivating and coaching employees.
• Serve as a role model and first point of contact for the Guarantee of Fair Treatment/Open Door Policy process.
• Develop and maintain positive working relationships with others.

Compliance & Standards

• Follow all company policies and procedures.
• Ensure uniform and personal appearance are clean and professional.
• Maintain confidentiality of proprietary information.
• Protect company assets.
• Communicate company values and/or culture to new employees.
• Speak with others using clear and professional language.
• Prepare and review written documents accurately and completely.
• Answer telephones using appropriate etiquette.
• Read and visually verify information in a variety of formats.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Perform other reasonable job duties as requested by Supervisors.

Qualifications & Experience

• High school diploma or G.E.D. equivalent.
• At least 2 years of related work experience.
• At least 1 year of supervisory experience.

Additional Information

Marriott International is an equal opportunity employer, committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. The organization actively fosters an environment where the unique backgrounds of associates are valued and celebrated.