Multiproperty Reservation Manager
Con Esperienza

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Job Summary

The role is responsible for identifying and handling reservation sales opportunities for Sheraton Milan Malpensa Airport Hotel & Conference Centre and Sheraton Milan San Siro. The position includes training and assigning tasks to the Reservations Sales team, actively up‑selling to maximize revenue, meeting personal and team revenue targets, and building customer loyalty through excellent service to increase company share of account.

Candidate Profile

Education & Experience:

• High school diploma or GED, OR
• Two‑year degree in Business Administration, Marketing, Hotel and Restaurant Management, or a related field.
• At least 2 years of experience in sales & marketing, guest services, front desk, or a related area.

Core Responsibilities

Understanding Markets & Maximizing Revenue

• Identify new reservation sales opportunities to reach individual and property revenue goals.
• Understand the market (competitors, economic trends, supply and demand) and use that knowledge to position the property effectively.
• Close opportunities that best suit market conditions and property needs and monitor same‑day selling to optimize room revenue and occupancy.
• Know the property’s primary target customers and their service expectations to offer tailored solutions.

Daily Reservation Sales Activities

• Respond to incoming reservation sales requests that fall outside standard parameters.
• Use negotiation and creative selling skills to close business and negotiate contracts.
• Work effectively with sales resources and administrative/support staff.
• Assist in monitoring group reservation forecasts and coordinate with Sales and Convention Services on rooming lists and reservation cards.
• Support operational aspects of booked business (proposals, contracts, customer correspondence).
• Monitor accuracy of reservation sales orders in tracking systems, manage no‑shows and related charges, verify billing instructions on daily arrivals, manage wait lists and prepare work and maintenance orders as needed.

Providing Exceptional Customer Service

• Deliver service excellence consistent with brand standards to support customer loyalty and increase account share.
• Assist customers before and during their programs/events to ensure satisfaction and resolve complaints following pacification procedures.
• Recommend appropriate features and services to meet and exceed customer needs while building long‑term relationships.

Human Resources & Team Management

• Monitor Reservations Sales agents during phone interactions.
• Develop, implement and maintain departmental orientation and on‑the‑job training tools for new hires.
• Create monthly labor schedules for the team.

Additional Duties

• Use applicable intranet resources.
• Create contracts as required.

Benefits

Explore by Marriott Bonvoy™: Associates enjoy discounted room rates across Marriott’s portfolio of 30+ brands and 8,500+ properties worldwide, food & beverage discounts and the opportunity to earn Marriott Bonvoy® points for free nights and experiences.

Requisiti

High school diploma or GED OR 2‑year degree in Business Administration/Marketing/Hotel & Restaurant Management or related; minimum 2 years' experience in sales & marketing, guest services, front desk or related area. Fluent in English and Italian.