Reservations Agent

Position Overview

The Reservations Agent role involves managing reservation requests, modifications, and cancellations received via phone, fax, or mail. The agent determines the appropriate room types based on guests' needs, confirms availability and rates, explains booking policies, and handles special requests. Additionally, the agent provides answers about hotel services and accommodations and uses sales techniques to optimize revenue.

Key Duties

• Process and manage all reservation transactions with attention to detail.
• Determine suitable room types for guests and verify availability and pricing.
• Explain hotel policies including guarantees, special rates, and cancellation terms.
• Record and accommodate special requests from guests.
• Respond to inquiries regarding hotel facilities and room details.
• Utilize the reservation system for data entry and retrieval, including special codes for complimentary or discounted rates.
• Follow escalation processes to resolve guest issues when necessary.

Workplace Standards

• Adhere to all company policies and ensure professional appearance and conduct.
• Maintain confidentiality of sensitive company information and uphold guest privacy and security standards.
• Greet and acknowledge guests warmly, meeting established hospitality standards and assisting those with disabilities.
• Communicate professionally over the phone and with colleagues.
• Support teamwork and respond constructively to colleagues' concerns.
• Comply with quality assurance standards properly.
• Perform physical tasks such as moving objects weighing up to 10 pounds as required.
• Carry out additional reasonable assignments designated by supervisors.

Preferred Qualifications

• Diploma or degree in Hospitality Management or a related field.
• At least three years of relevant experience, including two years in a five-star hotel environment.

Company Commitment and Culture

Marriott International values diversity and provides equal employment opportunities, fostering an inclusive workplace that appreciates diverse backgrounds and experiences. The company is dedicated to delivering exceptional hospitality globally through its various hotel brands, including the luxury JW Marriott. Working at Marriott offers development, recognition, and a supportive community that emphasizes associate well-being and growth. The brand's legacy is maintained through innovation, genuine service, and a commitment to excellence known as The JW Treatment™.