• 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, business issues and concerns, to offer better business solution. • 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. • 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.

Hotel Management, Hotel Management