Agent-Reservations

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

Every day, we set
the standard for rare and special luxury service the world over and pride
ourselves on delivering excellence in the care and comfort of our
guests.

Your role will be to ensure that the “Gold Standards”
of The Ritz-Carlton are delivered graciously and thoughtfully every day.
The Gold Standards are the foundation of The Ritz-Carlton and are what guides
us each day to be better than the next.

It is this foundation and our belief that our culture drives success by
which The Ritz Carlton has earned the reputation as a global brand leader
in luxury hospitality. As part of our team, you will learn and exemplify
the Gold Standards, such as our Employee Promise, Credo and our Service Values.
And our promise to you is that we offer the chance to be proud of the work
you do and who you work with.

In joining The Ritz-Carlton,
you join a portfolio of brands with Marriott International. Be where
you can do your best work, begin your purpose, belong to
an amazing global team, and become the best version
of you.