Agent-Reservation Sales

Role Overview

Agent-Reservation Sales at Marriott's Courtyard brand. This role processes all reservation requests and manages guest communications via phone, fax, and mail.

Company Overview

Courtyard is part of Marriott International's portfolio of brands. The brand was created specifically to serve business travelers and is committed to providing a guest experience that empowers guests regardless of travel purpose. Marriott International is an equal opportunity employer dedicated to fostering an environment where the unique backgrounds and experiences of associates are valued and celebrated.

Role Purpose

Process reservation requests, changes, and cancellations while identifying guest needs, determining appropriate room types, and maximizing revenue through effective sales techniques and accurate reservation management.

Key Responsibilities

Reservation Processing

• 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.
• Input and access data in reservation systems.
• Input group rooming lists using reservation systems.
• Oversee accuracy of room blocks and reservations.
• Revise room blocks to maintain the required number of available rooms.
• Keep organized files of all groups.

Guest Communication & Service

• Explain guarantee, special rate, and cancellation policies to callers.
• Accommodate and document special requests.
• Answer questions about property facilities, services, and room accommodations.
• Communicate information regarding designated VIP reservations.
• 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.

Revenue & Sales

• Follow sales techniques to maximize revenue.

Operations & Administration

• Respond to challenges found for accommodating rooming requests by communicating with appropriate individual or department.
• Set up proper billing accounts according to Accounting policies.
• Follow all company policies and procedures.
• Ensure uniform and personal appearance are clean and professional.
• Maintain confidentiality of proprietary information.
• Protect company assets.
• 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.
• 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.

Written Communication

• Prepare and review written documents accurately and completely.

Qualifications & Experience

• High school diploma or G.E.D. equivalent.
• At least 1 year of related work experience.
• No supervisory experience required.
• No license or certification required.

Additional Information

• Marriott International is committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.