Now Hiring - Marriott International - Travel Franchised Assistant Reservation Sales Manager in Tampa, FL

Additional Information: This hotel is owned and operated by an independent franchisee, Mainsail Lodging. The franchisee controls all aspects of the hotel’s employment policies and practices, including the selection and hiring process. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International.

JOB SUMMARY

About Mainsail

Mainsail Lodging & Development is an award-winning, Tampa, Florida-based company specializing in hotel, corporate furnished housing, and resort property management and development, marketing, and sales. An established company with a dynamic entrepreneurial spirit, Mainsail prides itself in finding unique lodging opportunities with a purpose and applying its passion and expertise to each project.

Overview of the role

The objective of this position is to manage and lead our team of Reservation Sales Agents by managing calls and email, as well as the day to day operations of a hotel reservation call center. The position will work closely with the Director of Call Center Operations by managing all the computer systems we use, as well as achieving customer and associate satisfaction

JOB REQUIREMENTS

What you have

• Highschool diploma or equivalent
• 2-3 years supervisory experience
• Experience in Customer Service or in a Calle Center setting
• Strong communication skills, both written and verbal
• Excellent relationship development skills, especially with key stakeholders within Mainsail
• Experience in Marriott platforms preferably, including Navis, Revinate CRM, MARSA, OPERA PMS, and LIGHTSPEED PMS
• Problem solving skills
• Top notch organizations skills, able to plan and execute work effectively
• Ability to use technology, e.g., computers, tablets, and iPads, as well as their operating systems
• A sense of ownership in everything that you do

What you’ll do

• Assist in managing Reservation Sales Agents (RSA’s), by monitoring performance, analyzing customer needs, training RSA’s in their role to continually improve, coaching RSA’s, and maintain Mainsail Lodging and Development culture
• Play a part in achieving sales goals for Mainsail and it’s properties
• Ensure tat sales strategies and rate restrictions are communicated and implemented to RSA’s
• Enter guest reservations into the computer system quickly and accurately, using the hotel’s selling strategy and segmenting reservations into the appropriate category. Ensure that all information in the reservation system is accurate
• Continually monitors program performance to find better ways to service callers to provide seamless services. Analyzes customer needs to establish a cycle of continuous improvement as a way to further client satisfaction and provide additional value added enhancements
• Use reservation and sales systems to assist in determining, implementing, and controlling selling strategies (Marsha/ One Yield)
• Act as liaison, when necessary, between properties and corporate call center
• Handle guest, travel agency, and Marriott Customer Care complaints by working jointly with appropriate departments to resolve
• Act as overflow Reservation Agent based on call volume needs. Provide excellent customer care while exceeding expectations
• Other necessary duties as reasonably assigned
• Make sound judgments quickly
• Work on multiple tasks, making appropriate progress towards deadlines
• Able to work independently, take direction, and provide direction to others
• Manage differing personalities within the property, the resort, and the community
• Maintain the highest degree of confidentiality
• Ability to work effectively in stressful, high pressure situations
• Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying, and solving problems as necessary

This company is an equal opportunity employer.

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