Cluster Reactive Sales Executive & Revenue Coordinator Marriott Hotel Melrose Arch Job Johannesburg area,South Africa,Customer

POSITION SUMMARY

Responsible for supporting the Cluster Revenue Manager with inventory management, rate loading, and maintenance across all revenue management systems. Prepares weekly sales strategy packets and assists with inventory control across properties as required. Conducts tracking and performance analysis when requested and audits all systems to ensure accurate setup, distribution, and data integrity.

Processes all reservation requests, changes, and cancellations received through phone, email, or other communication channels in a timely and professional manner. Identifies guest or client needs, recommends appropriate room types and rates, and verifies availability to maximize revenue opportunities. Clearly communicates guarantee, special rate, and cancellation policies to callers, while accommodating and accurately recording special requests. Provides information about property facilities, services, and room features, and applies effective sales techniques to optimize conversion.

Inputs and maintains all reservation data accurately within the system, ensuring the correct use of rate codes and classifications (., complimentary, employee, travel agent inspection, and wholesale). Follows proper escalation procedures for guest concerns to ensure prompt resolution and service recovery.

Adheres to all company policies and procedures while maintaining a professional and polished personal appearance. Safeguards proprietary information and company assets and protects the privacy and security of guests and colleagues. Delivers service excellence by anticipating guest needs, offering assistance proactively, and showing genuine appreciation. Communicates clearly and courteously using professional language and telephone etiquette. Fosters positive working relationships, supports team objectives, and contributes to a collaborative environment.

Complies with quality assurance and brand standards. Performs job duties efficiently, including moving or lifting items up to 10 pounds without assistance, and completes additional reasonable tasks as assigned by supervisors.

Policies and 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 (., 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 all co-workers and treat them with dignity and respect.

Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Quality Assurance/Quality Improvement

Comply with quality assurance expectations and standards.

Physical Tasks

Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Reservation Services

Verify all reservation information with callers to ensure accuracy.

Accommodate and…


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