Marriott International

Manages and franchises hotels around the world

Multi-Property Reservations Supervisor

Hotel Guest ServicesPosted on Nov 11

Full-timeMalaysiaNo salary listedIn-person

About the Job

Requirements

At least 2 years of related work experience.
At least 1 year of supervisory experience.
High school diploma or GED equivalent.

Responsibilities

Oversee the accuracy of room blocks, reservations, and group market codes.
Communicate company values or culture to new employees.
Review and implement new reservations procedures.
Process reservation requests, changes, and cancellations received by phone, fax, or mail.
Identify guest reservation needs and determine the appropriate room type.
Verify room type and rate availability.
Explain guarantee, special rate, and cancellation policies to callers.
Accommodate and document special requests.
Answer questions about property facilities, services, and room accommodations.
Use sales techniques to maximize revenue.
Input and access data in the reservation system.
Respond to challenges in accommodating rooming requests.
Set up proper billing accounts according to accounting policies.
Troubleshoot, resolve, and document guest issues and concerns, or escalate or refer them to the appropriate individual.
Assist management in training, scheduling, counseling, motivating, and coaching employees.
Serve as a role model and first point of contact for the Guarantee of Fair Treatment/Open Door Policy process.
Follow company policies and procedures.
Maintain a clean and professional uniform and personal appearance.
Maintain confidentiality of proprietary information and protect company assets.
Welcome and acknowledge guests according to company standards, anticipate and address their service needs, and thank them with genuine appreciation.
Communicate with others using clear and professional language.
Prepare and review written documents accurately and completely.
Answer telephones using appropriate etiquette.
Develop and maintain positive working relationships with others.
Comply with quality assurance expectations and standards.
Read and visually verify information in a variety of formats.
Move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.
Perform other reasonable job duties as requested by supervisors.

POSITION SUMMARY

Oversee accuracy of room blocks, reservations, and group market codes. Communicate company values and/or culture to new employees. Review and implement new Reservations procedures. Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in reservation system. Respond to any challenges found for accommodating rooming requests. Set-up proper billing accounts according to Accounting policies. Troubleshoot, resolve, and document guest issues and concerns or escalate/refer to appropriate individual.

Assist management in training, scheduling, counseling, and motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: At least 2 years of related work experience.

Supervisory Experience: At least 1 year of supervisory experience.

License or Certification: None

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

About the Company

Marriott International

Manages and franchises hotels around the world

Marriott International manages and franchises hotels and resorts for leisure and business travelers, with brands spanning luxury stays, select-service hotels and extended visits. Its portfolio includes The Ritz-Carlton, Sheraton and Courtyard, giving hotel owners different formats for serving guests. Most properties belong to third-party owners: Marriott earns management fees tied to hotel revenue and profit, or franchise royalties for use of its brands and systems, while owning or leasing a small share itself. The company also licenses its names for branded residences and vacation ownership properties. With operating roots dating to 1927, Marriott is headquartered in Bethesda, Maryland.

Company size: 10,001+
Company stage: IPO
Headquarters: Bethesda, MD
Founded: 1927

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