Clerk-Reservations

Role Overview

Clerk-Reservations at Marriott. This role processes reservation requests and manages guest interactions via phone, fax, or mail.

Role Purpose

Process all reservation requests, changes, and cancellations while identifying guest needs, verifying availability, explaining policies, and maximizing revenue through proper sales techniques and accurate system input.

Key Responsibilities

Reservation Processing

• Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
• Input and access data in reservation system.
• Verify availability of room type and rate.
• Indicate special room reservation types by inputting the correct code and rate into the reservation system.
• Document special requests and accommodate guest needs.

Guest Communication & Service

• Identify guest reservation needs and determine appropriate room type.
• Explain guarantee, special rate, and cancellation policies to callers.
• Answer questions about property facilities, services, and room accommodations.
• 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.

Escalation & Compliance

• Follow proper escalation procedures when addressing guest concerns.
• Follow all company policies and procedures.
• Comply with quality assurance expectations and standards.

General Workplace Conduct

• 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.
• Develop and maintain positive working relationships with others.
• Support team to reach common goals.
• Listen and respond appropriately to the concerns of other employees.
• 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.

Qualifications & Experience

• High school diploma or G.E.D. equivalent.
• No related work experience required.
• No supervisory experience required.
• No license or certification required.

Additional Information

Marriott International is an equal opportunity employer committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. The company actively fosters an environment where the unique backgrounds of associates are valued and celebrated.