POSITION SUMMARY
This position reports to the Director of Sales and Distribution. He/she performs daily quality checks, ensures that all tasks are performed to The Ritz-Carlton standards. He/she is involved in scheduling and small projects to enhance Sales & Marketing services. Manage mini hotel inventory and ensure rate and market code accuracy in MARSHA and OPERA / Power of M. Submit reports outlining group performance for past, present, and future groups, focusing on groups past and approaching their cut-off dates. Process billing, room blocking, and other reservation tasks for groups. Ensure optimum service to bookers, guests, meeting planners, and other departments.
RESPONSIBILITIES
The primary responsibilities of the role include:
Sales & Marketing
Provide administrative support for the Sales Executives, Sales Managers, Director of Business Travel, Director of (Segment) Sales, and Director of Sales and Distribution.
Filing system must be accessible and accurate at all times.
To have a tracing system for follow-up work by the sales personnel you are assigned to.
Department’s policies and procedures, training and development manuals, and relevant sales and marketing reports.
Minute meetings, transcribe and distribute to all relevant parties.
Retrieve and deliver departmental mail.
Highest level of phone responsiveness within the department. Phone coverage must be available from 09:00 to 17:00 hours.
Assist in the preparation of the hotel’s month – end report and annual budget.
Participate in daily Sales Line-up, weekly Sales Meeting, and other business-related meetings and functions.
Availability and storage of sales – related collateral.
Reservations
Ensures that all reservations are handled according to Ritz Carlton Brand Standards.
Handles reservation requests received in an accurate, complete and timely manner.
Has full knowledge of FIT reservations and able to handle ERS and Wholesale reservations and assists in these areas when needed
Ensures that guest and blocks profiles are linked to the reservation.
Ensures 100% accuracy of Market Segmentation in groups
Ensures that all amendments and changes are updated in the system.
Notes and follows up on guest preferences and special requests.
Monitors group activity with Reservation Manager, Revenue Manager, Director of Sales and Dir of CCS.
Communication
Ensures that all pertinent information is provided to bookers, guests and sales managers and all special requests are communicated to the CCS manager and Front office.
Ensures all group requirements are entered completely and accurately.
Maintains confidentiality of all guest information.
Maintains complete knowledge of upcoming and in-house groups and communicates any necessary information
Communicates status of groups – groups approaching cut-offs and full blocks to Revenue manager & meeting planers.
Attends daily line-ups and communicate all challenges and successes with the rest of the team.
Promptly, accurately and consistently reports all guest incidents and how they were solved.
Attends designated meetings prepared with information related to group reservations.
Prepares and hosts weekly group communication meetings with Revenue/Sales/CCS
Delegates groups and tasks among the Group Reservations team
Attends Resume and Internal meetings in relation to events with rooms in the hotel
Coaching and Developing Others
Ensures ongoing training and development of Group Reservation Agents (wherever applicable)
Other
Performs all tasks as detailed in daily task list.
Processes visa applications for groups.
Produces weekly group tracker in the absence of the Group Reservations Supervisor.
Maintains the cleanliness and tidiness of the work area at all times.
Participates in related project teams.
Ensures group files are accurate and up to date.
Ensures accurate billings for groups.
Product Knowledge
Has in depth knowledge about room types and their features.
Has in depth knowledge about Restaurants, resorts, and other services offered in the hotel.
Is up to date knowledge of all running promotions and events in the hotel.
Revenue Management Knowledge
Is knowledgeable of Rate Structure and Rate Strategy.
Is knowledgeable of upcoming peak and need Periods.
Has full comprehension of all Ritz Carlton and property specific programs, packages and promotions.
Building Relationships
…eliminates insular thinking by fostering a positive climate for work relationships and teams committed to achieving organizational goals and initiatives.
Treats people fairly, with dignity and respect
Works to meet goals in a manner that does not disadvantage other individuals or groups
Demonstrates business ethics and personal integrity, i.e., is widely trusted; is seen as a direct, truthful individual
Listens and responds to others
Is interested in others’ views even if they counter own views
Is a team player and a leader.
Has ability to motivate staff and maintain a cohesive team.
Managing Work Execution
…proactively ensures that others have the accountability, authority and resources necessary to both manage work execution and drive for results.
Approaches work with a sense of urgency and purpose
Allocates time and resources effectively when faced with competing demands
Overcomes obstacles to accomplish challenging objectives
Follows through on inquiries, requests, and complaints
Works with meeting planners while they are in the hotel.
ORGANIZATIONAL CAPABILITY
…proactively identifies and develops talent within the organization.
Approaches work with a sense of urgency and purpose
Allocates time and resources effectively when faced with competing demands
Overcomes obstacles to accomplish challenging objectives
Follows through on inquiries, requests, and complaints
LEARNING &APPLYING PERSONAL EXPERTISE
Acts independently to improve and increase skills and knowledge
Demonstrates an awareness of personal strengths and areas for improvement
Shares learning, innovations, and best practices with others
Is willing to learn from others
Performs all technical/procedural requirements of the job.
Has ability to train departments affected by the group reservations on the whole group reservation process and how it affects the whole hotel.
Experience
Must have a minimum of 2 years of hospitality experience at the Ritz-Carlton or another hotel company in a Supervisory position. Experience should be within various hotel departments, including Front Desk, Reservations, and Sales
Education
College degree preferred
Skills and Knowledge
Ability to maintain the hotel’s standards, policies and procedures
Comprehension of technical and managerial applications of Reservation systems including MARSHA and Opera
Comprehension of the reservation sales process for Ritz-Carlton
Ability to maintain positive and engaging relations with all inquiries
Ability to overcome objections
Ability to focus on details
Ability to multitask and take on cross-functional tasks when required
Ability to remain well organized and concentrated in high-stress situations
Knowledge of Outlook and Microsoft Excel
Fluency in the English language – both written and spoken
Knowledge of spoken Arabic is an advantage
Ability to work with minimum supervision
#LI-NS1
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.
At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.
Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.
Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.
In joining The Ritz-Carlton, 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.
