Reservations Agent

Role Overview

Reservations Agent at Marriott International. Process reservation requests, changes, and cancellations across phone, fax, and mail channels to deliver accurate bookings and exceptional guest service.

Role Purpose

Handle all incoming reservation requests and modifications while maximizing revenue through effective communication, accurate data entry, and adherence to company policies and rate structures.

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 accurately.
• 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.

Guest Service & Needs Assessment

• Identify guest reservation needs and determine appropriate room type.
• Verify availability of room type and rate.
• Accommodate and document special requests.
• Answer questions about property facilities, services, and room accommodations.
• Anticipate and address guests' service needs.
• Assist individuals with disabilities.
• Thank guests with genuine appreciation.

Policy & Sales

• Explain guarantee, special rate, and cancellation policies to callers.
• Follow sales techniques to maximize revenue.

Guest Concerns & Escalation

• 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.
• Welcome and acknowledge all guests according to company standards.
• 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 Demands

• 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.