Reservations Agent

Role Overview

Reservations Agent at Marriott. This role processes reservation requests, changes, and cancellations to deliver exceptional guest service and maximize revenue through effective communication and system management.

Role Purpose

Process all incoming reservation requests via phone, fax, or mail while identifying guest needs, explaining policies, accommodating special requests, and applying sales techniques to optimize occupancy and revenue.

Key Responsibilities

Reservation Processing

• Process reservation requests, changes, and cancellations received by phone, fax, or mail.
• Input and access data in the reservation system.
• Indicate special room reservation types by inputting the correct code and rate into the reservation system, including complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations.
• Verify availability of room type and rate.

Guest Service & Communication

• Identify guest reservation needs and determine appropriate room type.
• Explain guarantee, special rate, and cancellation policies to callers.
• Accommodate and document special requests.
• 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.

Sales & Revenue Optimization

• Follow sales techniques to maximize revenue.

Escalation & Problem Resolution

• Follow proper escalation procedures when addressing guest concerns.

Professional Standards & Compliance

• 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.
• 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.

Physical 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

• Education: High school diploma or G.E.D. equivalent.
• Related Work Experience: No related work experience required.
• Supervisory Experience: No supervisory experience 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. The company welcomes all and actively fosters an environment where the unique backgrounds of associates are valued and celebrated.