Reservations Agent

POSITION SUMMARY 

Responsible to process all reservation requests, changes, and cancellations received by phone or mail and identify guest reservation needs and determine appropriate room type. Work together with team members to verify availability of room type and rate. Will have the ability to explain guarantee, special rate, and cancellation policies to callers. Reservation Agents will accommodate and document special requests, answer questions about property facilities/services and room accommodations and 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.

CRITICAL TASKS

Policies and Procedures 

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.
• Attend required trainings by the Company

Guest Relations 

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
• Address guests’ service needs in a professional, positive, and timely manner.
• Anticipate guests’ service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• https://careers.marriott.com/reservations-agent-the-london-edition/job/P1-6914806-0