POSITION SUMMARY
Process transient, group and event sales requests, changes, and cancellations
received by phone, fax, or email. Identify guest, and client enquiry needs
and determine appropriate room type, including group and catering blocks. Verify
availability of room type, event space 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 property
management systems. Indicate special room reservation types (e.g., complimentary
rooms, employee discounts, travel agent inspection rates, and wholesale
reservations) by inputting the correct codes and rate into the property
management 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.
CRITICAL TASKS
RESERVATION SERVICES
- Verify all enquiry information with callers to ensure accuracy.
- Accommodate and document special requests in an accurate and efficient
manner. - Determine the most appropriate room type to meet guest
and client requirements and maximize room rate. - Explain guarantee
and cancellation policies to callers. - Describe room accommodations
and benefit feature sale amenities to guests and clients. - Use sales
techniques when assisting guests and clients in making reservations, including
personalizing calls, obtaining complete guest and client needs, suggesting
alternate dates or directing guests and clients to sister properties on sold out
days. - Answer guest and client questions about property
facilities/services (e.g., hours of operation, room availability, restricted
dates, rates and room types, packages, promotions, entertainment, restaurants,
special events). - Assign confirmation/cancellation numbers and clearly
relay this information to callers, giving them the option of emailing and/or
faxing these numbers. - Identify guest and client enquiry needs by asking
open-ended questions to obtain all necessary information, including enrollment
in Marriott Bonvoy program. - Follow “up selling” techniques and sales
strategies in order to maximize property revenue. - Identify repeat
guests and clients using appropriate look up procedures.
RESERVATION PROCESSING
- Inform guests of rules and regulations
regarding qualifying rates (e.g., government and special corporate rates
and discounts). - Input and access data in property management system
by entering correct information into proper fields, including Marriott Bonvoy
number, and asking for travel agency IATA and TIDS numbers (i.e., flags,
comments, guest messages). - Verify availability of room type, event
space, rate, and occupancy before confirming any reservations
and enquiries. - Process all enquiry requests, changes, and cancellations
received by phone, fax, or email. - Indicate special room reservation
types (e.g., complimentary rooms, employee discounts, travel agent inspection
rates, and wholesale reservations) by inputting the correct codes and rate into
the property management system.
GUEST RELATIONS
- Follow proper escalation procedures when addressing guest concerns.
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.
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. - Welcome and acknowledge each and every guest
with a smile, eye contact, and a friendly verbal greeting, using the guest's
name when possible. - Thank guests with genuine appreciation and provide
a fond farewell. - Engage guests in conversation regarding their stay,
property services, and area attractions/offerings.
COMMUNICATION
- Speak to guests and co-workers using clear,
appropriate and professional language. - Answer telephones using
appropriate etiquette including answering the phone within 3 rings, answering
with a smile in one's voice, using the callers' name, transferring calls
to appropriate person/department, requesting permission before placing
the caller on hold, taking and relaying messages, and allowing the caller to end
the call. - Talk with and listen to other employees to effectively
exchange information.
WORKING WITH OTHERS
- Support all
co-workers and treat them with dignity and respect. - Handle sensitive
issues with employees and/or guests with tact, respect, diplomacy,
and confidentiality.
QUALITY ASSURANCE/QUALITY IMPROVEMENT
- Comply with quality assurance expectations and standards.
PHYSICAL TASKS
-
Move, lift, carry, push, pull, and place
objects weighing less than or equal to 10 pounds without assistance.
CRITICAL COMPETENCIES
Analytical
Skills
- Decision-Making
- Learning
- Problem
Solving - Computer Skills
Interpersonal Skills
- Interpersonal Skills
- Teamwork
- Customer Service
Orientation - Diversity Relations
Communications
- Communication
- Listening
- English Language Proficiency
- Applied Reading
- Telephone Etiquette Skills
- Writing
Personal Attributes
- Integrity
- Positive
Demeanor - Presentation
- Dependability
- Stress
Tolerance - Adaptability/Flexibility
- Initiative
Organization
- Multi-Tasking
- Time Management
- Detail Orientation
- Planning and organizing
Computer
Skills & Systems
- Microsoft Office
- Opera PMS
- MARSHA
PREFERRED QUALIFICATION
Education High School diploma/G.E.D equivalent
Related Work Experience Minimum 1 year as a Reservations
Agent in transient reservations or events booking center with hotel
backround.
Supervisory Experience No supervisory
experience is required
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.
Marriott Hotels strive to elevate the art
of hospitality, innovating at every opportunity while keeping the comfort of
the oh-so-familiar all around the globe. As a host with Marriott Hotels,
you will help keep the promise of “Wonderful Hospitality.
Always.” by delivering thoughtful, heartfelt, forward-thinking service
that upholds and builds upon this living legacy. With the name that’s synonymous
with hospitality the world over, we are proud to welcome you to explore a career
with Marriott Hotels. In joining Marriott Hotels, 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.
JW Marriott is part
of Marriott International's luxury portfolio and consists of more than 100
beautiful properties in gateway cities and distinctive resort locations around
the world. JW believes our associates come first. Because if you’re happy, our
guests will be happy.
JW Marriott associates are confident, innovative, genuine, intuitive, and carry
on the legacy of the brand’s namesake and company founder, J.Willard Marriott.
Our hotels offer a work experience unlike any other, where you’ll be part of
a community and enjoy true camaraderie with a diverse group of co-workers. JW
creates opportunities for training, development, recognition and most
importantly, a place where you can pursue your passions in a luxury environment
with a focus on holistic well-being. Treating guests exceptionally starts
with the way we take care of our associates. That’s The JW Treatment™.
In joining JW Marriott, 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.
