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Job Number 190017KE
Job Category Reservations
Location W Singapore – Sentosa Cove| Lot 1412N Muklim 32| Singapore|
Singapore| Singapore
Brand W Hotels
Schedule Full-time
Relocation? No
Position Type Management
Start Your Journey With Us
Boldly coloring outside the lines of luxury| W turns the traditional notion of
the extravagant hotel on its head. Our irreverent attitude and taste for
excess redefine revelry for the modern jet set. Our guests have a lust for a
life less ordinary that drives them to demand more| experience it all| and hit
repeat.
We share our guests’ passions| providing insider access to what’s new and
what’s next. Moderation is not in our vocabulary and we know that lust for
life demands more| not less. W guests soak it in and live each day with a
mantra: Detox.Retox.Repeat. If you’re ready to create the energetic W scene
that is magnetic to everyday disruptors around the world| then we invite you
to explore a career with W Hotels.
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
maximize 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.
CANDIDATE PROFILE
Education and Experience
• High school diploma or GED; no work experience required.
OR
• 2-year degree from an accredited university in Business Administration|
Marketing| Hotel and Restaurant Management| or related major; 2 years
experience in the sales and marketing| guest services| front desk| or related
professional area.
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 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.
Conducting Daily Reservations Sales Activities
• Responds to incoming reservations sales opportunities for the property that
are outside parameters of the Event Booking Center.
• 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 prioritizes 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.
Managing and Conducting Human Resource Activities
• 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.
• Creates monthly labor scheduling for team.
Additional Responsibilities
• Utilizes applicable intranet for resources and information.
• Creates contracts as required.
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