Reservations Manager

SWOT Hospitality,  the leading Hotel Management company, trusted by international investors,
developers and top-scale international luxury brands, is looking for an enthousiastic

Reservations Manager

for the 5*  JW Marriott Crete Resort & Spa (opening 2025)

in  Chania , Crete

The  JW Marriott Crete Resort & Spa emerges from the balanced synthesis of Crete’s unique, pre-existing natural elements, and JW Marriott’s curated approach to elegant, quiet luxury, purposed to nourish the guest’s mind, body and spirit and to guide them to find mindfulness through a relaxing and revitalizing experience. Nestled in Chania, Greece, the resort stands out for its concept of offering everything a guest needs, in order for them to focus on themselves and reconnect to their whole self, their loved ones, and the beauty around them.

JOB SUMMARY

Responsible for soliciting and managing of reservations sales-related opportunities. Manages and provides training and work assignments to Reservations Sales staff. 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. Provides service to our customers in order to grow share of the account on behalf of the company.

CORE WORK ACTIVITIES

Understanding Markets & Maximizing Revenue

• Identifies new reservations sales business to achieve personal and property revenue goals.

• Understands the overall market, including competitors’ strengths and weaknesses, economic trends, supply and demand etc. and knows how to sell against them.

• Monitors same day selling procedures to maximize room revenue and control property occupancy.

Conducting Daily Reservations Sales Activities

• Responds to incoming reservations sales opportunities for the property that are outside parameters of the .

• Uses negotiating skills and creative selling abilities to close on business and negotiate contracts.

• Executes and supports the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence).

• Assists with monitoring accuracy of reservation sales orders within tracking systems.

• Tracks no-show reservations and processes charges as needed.

• Checks daily arrivals to ensure all necessary billing instructions are applied to reservations.

• Manages wait list and prioritizes order of wait list contacts to be made.

Providing Exceptional Customer Service

• Supports customer loyalty and property’s brand standards by delivering service excellence throughout each customer experience.

• Services our customers in order to grow share of the account.

• Provides excellent customer service consistent with the daily service basics of the brand.

• Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.

• Serves the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations, while building a relationship and loyalty to the company.

• Handles guest complaints and disputes following the instant pacification procedures.

Managing and Conducting Human Resource Activities

• Develops, implements and maintains a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.

• Utilizes all available on the job training tools for employees.

• Creates monthly labor scheduling for team.

CANDIDATE PROFILE

• Degree in Hospitality or similar.
• Previous experience in similar position (opening and Marriott experience will considered as a plus).
• Perfect command of the English language (additional languages will considered as a plus).
• Knowledge of OPERA system.
• Professionalism, responsibility.

THE COMPANY OFFERS

At JW Marriott, treating guests exceptionally starts with the way we treat our associates. Because we believe it takes people who genuinely love what they do to create a truly extraordinary experience. That’s The JW Treatment.

• Excellent compensations & benefits pack
• Career development and opportunities
• Excellent working environment
• Be part of the JW Marriott & SWOT Hospitality family

SWOT Hospitality is a leading Hotel Management company, trusted by international investors, developers, and top-scale hospitality brands. SWOT Hospitality boasts extensive experience in management, investment and development, sales and marketing strategies, as well as advisory services, and is a valuable asset for businesses seeking guaranteed success. SWOT Hospitality is the white flag operator of international accommodation brands please visit