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Job Number 19135239
Job Category Reservations
Location Four Points by Sheraton Perth| 707 Wellington Street| Perth|
Western Australia| Australia
Brand Four Points
Schedule Full-time
Relocation? No
Position Type Management
Start Your Journey With Us
Where timeless classics are woven with modern details. Where business meets
pleasure. Where even when you’re global| you can experience the local.
Designed for the independent traveller seeking balance| there’s Four Points.
With 278 stylishly comfortable rooms| our Hotel is a home away from home for
business and leisure travellers alike. We|re in a great location opposite the
Perth Arena and close to the Northbridge entertainment and dining district.
JOB SUMMARY
Responsible for soliciting and managing of reservations sales-related
opportunities. Manages and provides training and work assignments to
Reservations Sales staff. Actively up-sells each business opportunity to
maximise revenue opportunity. Achieves personal and team related revenue
goals. Responsible for driving customer loyalty by delivering service
excellence throughout each customer experience. Provides service to our
customers in order to grow share of the account on behalf of the company.
CORE WORK ACTIVITIES
Understanding Markets & Maximizing Revenue
• 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 maximise 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.
Conducting Daily Reservations Sales Activities
• Responds to incoming reservations sales opportunities for the property that
are outside parameters of the .
• Uses negotiating skills and creative selling abilities to close on 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 business booked (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 prioritise order of wait list contacts to be made.
• Prepares work and maintenance orders.
Providing Exceptional Customer Service
• 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.
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