Multi-Property Reservations Sales Agent

Role Overview

Multi-Property Reservations Sales Agent at Marriott International. This role processes reservation requests across multiple properties via phone, fax, and mail.

Company Overview

Marriott International is a global hospitality company committed to being an equal opportunity employer and fostering an inclusive environment. Marriott Hotels elevates the art of hospitality through innovative service that delivers "Wonderful Hospitality. Always." JW Marriott, part of Marriott International's luxury portfolio, consists of more than 100 properties in gateway cities and distinctive resort locations worldwide. JW Marriott prioritizes associate well-being, training, development, and recognition in a luxury environment with a focus on holistic well-being.

Role Purpose

Process reservation requests, changes, and cancellations while identifying guest needs, verifying availability, explaining policies, accommodating special requests, and maximizing revenue through sales techniques.

Key Responsibilities

Reservation Processing

• Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
• Input and access data in the 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.

Guest Service & Communication

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

Sales & Revenue Optimization

• 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.

Workplace Standards & Safety

• 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

• Education: High school diploma or G.E.D. equivalent.
• Related Work Experience: None required.
• Supervisory Experience: None required.
• License or Certification: None 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.