Sought position: Team leader reservations Ref ID: n°29785 Town: Puteaux Country : France Contract type: Long term contract Contract start date : dès que possible Salary: selon expérience Experience: indifferent Job status: Supervisor Job category: Reservation / Yield / Revenue Management Online since 2017/04/18 This job position is still available for the week of 2017-04-24
Luxury Hotels International of France is looking for...
Team leader reservations (M/F)
Assist a team of Reservations Sales Agents by responding to system and booking inquiries and acting upon any escalated client issues. To adhere to all departmental standard operating procedures at all times, thus maximizing revenue with all sales inquiries.
Accept telephone calls and sell hotel rooms for all Marriott’s properties in Paris, plus world-wide lodging products. Handle all customer inquiries in a timely, courteous and professional manner and maintain the highest possible standard of customer services and sales skills.
Provide friendly, efficient and helpful service to our Reservations Sales Agents and customers, both internal and external. Sell the participating hotels, their facilities and have full product knowledge of the hotels and their features and benefits.
Location: Paris, France
CORE WORK ACTIVITIES- BUSINESS CONTEXT
To answer phones in a prompt and courteous manner.
To treat all customers (internal and external) with courtesy and respect, and to refer to them by name and ensure that any customer concerns are handled in a timely manner.
To have a thorough understanding of both Marriott Rewards Loyalty programs and Marriott Incentive Awards programs.
To answer all phone calls promptly and in a courteous manner.
To ensure that all Marriott Standard Operating Procedures within the Area Reservations Department are adhered to, to ensure that consistent levels of service are maintained at all times in order to maximize both customer satisfaction and revenue.
Weekly audit of the agent’s work. Analyze their productivity and work and advise how they can improve their work.
System Audit: Audit the reservation system (MARSHA) and the ARSO data base (ONE NOTE) to make sure that the information to which the agents have access is correct.
Templates Audit: Make sure that the information that are sent to the guests through the templates used are always accurate.
To train the new agents in all the different systems used within the ARSO: PURE, MARSHA, ENGAGE, OUTLOOK, ONE NOTE, AVAYA
To train all the agents on the different sales techniques.
Update the team on the hotel’s information regularly.
To respond to Marsha/Pure queries from the Reservations Sales Agents.
To respond to any escalated client issues in a timely and efficient manner.
To have a full working knowledge of participating hotels and be able to promote and sell all other Marriott Hotels as well as responding to agent inquiries concerning the hotels.
To have a working knowledge and understanding of the sales strategies of the Regional hotels and adhere to them at all times, to be aware of the budgeted occupancy, average room rate and the hotels’ performances. To be aware of groups coming into the hotel. To use this information to sell the hotels effectively and to offer advice to agents based on this knowledge.
To ensure that the correct rates and packages to all contracted agents and companies with a full understanding of room availability, restrictions and promotions are offered by the Reservations Sales Agents.
To make sure that the team reaches its goals (96% of call handling, average of 97% regarding the shop calls, cross sell).
To promote at all times a professional image to internal and external customers and to adhere to the rules of the company handbook.
To perform any reasonable request as directed by management.
High School Diploma or equivalent required; Bachelor’s Degree in Hospitality Management preferred
Experience in a reservation center preferred
Good overview and knowledge of multiple transient segments strategy and management
Skills and Knowledge Leadership
Professional Demeanor - Exhibiting behavioral styles that convey confidence and command respect from others; making a good first impression and representing Marriott in alignment with its values.
Adaptability - Maintaining performance level under pressure or when experiencing changes or challenges in the workplace.
Driving for Results - Setting high standards of performance for self and/or others; assuming responsibility for work objectives; initiating, focusing, and monitoring the efforts of self and/or others toward the accomplishment goals; proactively taking action and going beyond what is required
Building and Contributing to Teams - Leading and participating as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.
Coworker Relationships - Interacting with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
Customer Relationships - Developing and sustaining relationships based on an understanding of customer needs and actions consistent with Marriott's Spirit to Serve.
Position requires ability to travel internationally.
English fluency is required, and French is mandatory
Marriott International est une entreprise qui s'engage en faveur de l'égalité professionnelle, qui veut donner à chacun sa chance et qui favorise une culture « inclusive ».
IMPORTANT: please do not contact Luxury Hospitality Career for questions regarding the offers, especially to know what happened to your application. We thank you for contacting directly the establishment.
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