Marriott International

Manages and franchises hotels around the world

Reservations Agent

Hotel Guest ServicesPosted on Nov 9

Full-timeBali, IndonesiaNo salary listedIn-person

About the Job

Requirements

High school diploma or GED equivalent is preferred.
No related work experience or supervisory experience is required.
No license or certification is required.
Ability to move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.
Ability to speak clearly and professionally, use appropriate telephone etiquette, and respond to guest and employee concerns.

Responsibilities

Process reservation requests, changes, and cancellations received by phone, fax, or mail.
Identify guest reservation needs, determine appropriate room types, and 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, including correct codes and rates for special reservation types such as complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations.
Follow proper escalation procedures when addressing guest concerns.
Follow company policies and procedures; maintain a clean and professional uniform and personal appearance; maintain confidentiality of proprietary information; and protect company assets and the privacy and security of guests and coworkers.
Welcome and acknowledge guests according to company standards, anticipate and address service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
Develop and maintain positive working relationships, support the team in reaching common goals, and listen and respond appropriately to other employees' concerns.
Comply with quality assurance expectations and standards.
Perform other reasonable job duties as requested by supervisors.

POSITION SUMMARY

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. Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system. Follow proper escalation procedures when addressing guest concerns.

Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. 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: No related work experience.

Supervisory Experience: No 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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