Description for Internal Candidates

Description for Internal Candidates

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

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