Department Head to a Room Reservation Department. Assists with the soliciting and managing of reservations sales-related opportunities. Manages and provides training and work assignments to Room Reservation Assistant Manager, Supervisor and Agents. 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 and follow LQA and Forbes standards. Provides service to our customers in order to grow share of the account on behalf of the company. Support immediate supervisor on additional tasks and projects related to Room Reservation Department, LQA standards and Forbes standards, Empower ResApp (MI Reservation System), Opera, CTAC (MI Commission System), Japanese related room reservation, English international related room reservation, Training, Learning and Growth, and others including support Sales & Marketing Division.
MANAGEMENT COMPETENCIES
Leadership
- Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.
- Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
- Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.
- Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
Managing Execution
- Building and Contributing to Teams - Actively participates as a member of a team to move the team toward the completion of goals.
- Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
- Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.
Building Relationships
- Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
- Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
- Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
Generating Talent and Organizational Capability
- Organizational Capability - Evaluates and adapts the structure of own assignments and suggests improvements to work processes to best fit the needs and/or support the goals of an organizational unit.
- Talent Management - Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
Learning and Applying Professional Expertise
- Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
- Business Acumen - Understands and utilizes business information to manage everyday operations.
- Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct.
・ Revenue Management - Knowledge of total hotel revenue management concepts, processes and strategies (including sales cycles and trends, account management, pricing, and inventory management).
o Inventory Management - The ability to manage rooms and function space restrictions and thresholds using systems or manually in order to maximize revenue/profit across all segments.
o Sales and Marketing - Knowledge of sales and marketing concepts including principles and methods for showing, promoting and selling products or services as well as marketing strategies and tactics.
o Sales Ability: Persuasiveness - Using appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea from prospects and clients.
o Sales Disposition - Demonstrating the traits, inclinations, and outlooks that characterize successful salespersons; exhibiting behavior styles that facilitate adaptation to the demands of the sales role.
o Supporting Sales Implementations - Supporting customers during the implementation of sales contracts; seeking and taking appropriate actions on customer feedback; taking responsibility for customer satisfaction and loyalty.
- Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
o Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
o Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
o Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
o Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
o Writing - Communicates effectively in writing as appropriate for the needs of the audience.
