Reservations Sales Executive

POSITION SUMMARY

The Reservations Sales Executive is a key member of the property’s Sales team and serves as a primary point of contact for guests. This role collaborates closely with the Front Office and Food & Beverage teams to deliver seamless guest experiences while maximising revenue opportunities. 

The position is responsible for managing reservation enquiries, changes, and cancellations across multiple channels (phone, email, and online platforms), while driving revenue growth, customer satisfaction, and Marriott Bonvoy enrolments.

In addition, the role supports and manages group enquiries and opportunities, ensuring all business is effectively contracted, up-sold, and transitioned for operational delivery.

Follow all company policies and procedures; ensure uniform and personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. 

Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees.

Read and visually verify information in a variety of formats. Perform other reasonable job duties as requested.

EXPECTED CONTRIBUTIONS

Reservations Executive

• Process all reservation requests, changes, and cancellations received by phone, email, or other method in a timely and accurate fashion. 
• Identify guest reservation needs by asking open-ended questions to obtain all necessary information, including Marriott Bonvoy status.
• Verify availability of room type and rate. 
• Effectively explain guarantee, special rate, and cancellation policies to callers. 
• Accommodate and document special requests when able. 
• Describe room accommodation and benefit feature sale amenities to guests.
• Answer questions about property facilities/services and accommodation. 
• Follow sales techniques to maximize revenue including personalizing calls, obtaining complete guest needs, suggesting alternate dates or directing guests to sister properties on sold out days.
• Follow “up selling” techniques and sales strategies to maximize property revenue.
• Provides guests with information about the Bonvoy loyalty program and processes new enrolments. 
• Input and access data in reservation systems.
• Verify all reservation information with callers to ensure accuracy, following LQA standards.
• Assign confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing these numbers.
• Identify repeat guests using appropriate codes and ensure guests are acknowledged as a repeat.
• Follow documented escalation procedures when addressing guest concerns.
• Assign room according to guest request and preferences whenever possible
• Review out-of-order rooms daily to determine status and estimated date for return to room inventory.
• Ensure rates match market codes and that any exceptions are documented and include an explanation.
• Verify and adjust billing for guests and secure valid payment
• Organize and coordinate check-in/pre-registration procedures for arriving groups.
• Block Reservations/Groups -Identify any over-commitments by room type (e.g., bedding, view, size).
• Perform duplicate reservation checks.
• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
• Maintain and update database containing preferences of repeat and VIP guests.
• Code documents according to company policies and procedures. 
• Record, store, and/or analyze information using property software. 
• Check figures, postings, and documents for correct entry, mathematical accuracy, and proper codes. 
• Organize, secure, and maintain all files and records in accordance with document retention and confidentiality policies and procedures.

Policies & Procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
• Address guests' service needs in a professional, positive, and timely manner.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Thank guests with genuine appreciation and provide a fond farewell.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Talk with and listen to other employees to effectively exchange information.

Working With Others

• Support and lead all co-workers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Building Successful Relationships

• Serves as the liaison, when necessary, between property and regional/corporate systems support.
• Develops and manages hotel level key stakeholder relationships in a proactive manner.
• Develops and utilizes productive interpersonal and communication skills.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: At least 1-year related work experience.

Supervisory Experience: No supervisory experience.

License or Certification: None

 

 
From legendary palaces and remote retreats to timeless modern classics, each luxury hotel and resort is a unique and cherished expression of its locale – a portal to the destination’s cultural charms and treasures. If you are someone with an appreciation for evocative storytelling, a keen interest and passion for this destination's heritage, and a desire to deliver genuine, personalized, and anticipatory hospitality, then we invite you on our journey. In joining The Luxury Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.