Reservation Agent

Role Overview

Reservation Agent at Marriott International. This role processes reservation requests, changes, and cancellations via phone, fax, or mail, and serves as the first point of contact for guest accommodation needs.

Role Purpose

To process guest reservations efficiently and accurately while maximizing revenue, providing excellent customer service, and ensuring all bookings are properly documented in the reservation system.

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 system.
• Indicate special room reservation types by inputting the correct code and rate into the reservation system.

Guest Communication & Service

• Explain guarantee, special rate, and cancellation policies to callers.
• Answer questions about property facilities, services, and room accommodations.
• Accommodate and document special requests.
• 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

• Follow sales techniques to maximize revenue.

Guest Concerns & Escalation

• Follow proper escalation procedures when addressing guest concerns.

Compliance & Standards

• Follow all company policies and procedures.
• Maintain confidentiality of proprietary information.
• Protect company assets.
• Protect the privacy and security of guests and coworkers.
• Comply with quality assurance expectations and standards.
• Ensure uniform and personal appearance are clean and professional.

Team Collaboration

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

General Duties

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