Reservations Agent

Summary about this job

Detail information about job Reservations Agent. Terms and conditions vacancy

Company:

Marriott International is the world’s leading global hospitality company, with more brands, more hotels and more opportunities for associates to grow and succeed. With 5,700 properties, you’ll find us in your neighbourhood and in more than 110 countries across the globe. Learn about our 30 hotel brands at www.marriott.com/marriott-brands.mi. Find Your World™

Department:

The Reservations department provides consistent and professional service in all aspects of internal and external communications. This department ensures all reservations are inputted in a timely manner.

Responsibilities

Reporting directly to the Complex Director of Revenue, we are looking for an experienced and dynamic Reservations Agent. Responsibilities include but are not limited to: 

• Handling and processing reservations and inquiries from all booking channels
• Pre-arrival check to ensure guest history is linked and relevant booking information is updated. Make sure all the booking payments are clear and guest preferences are taken care of including room allocation, amenities and other special requirements
• Follow up on No-Shows and late cancelations and process charges appropriately
• Check bookings made yesterday from all channels and make sure all the profiles get updates and booking comments have been reviewed and actioned.
• Swift communication with Starwood Customer Contact Centres, SPG and CEM Teams to ensure a seamless guest experience
• Work closely with other members of the Reservations team, to generate incremental revenue via upselling, promoting hotel F&B Venues and other hotel services and amenities. Fluent in selling room packages and higher room type
• Close communication with relevant teams to ensure every guest has a smooth arrival experience. To share any special guest information, preferences and instructions within the Reservations Team as well as with other departments
• Responds to general enquiries through the telephone, facsimile and email. Handling Reservation inbox and make sure all the emails are attended in the shift and/or within 24 hours
• Assist reservation manager in inventory control by balancing inventory and managing overbooking
• To have extensive knowledge of all hotel services and facilities to be ready to answer questions from in-house and outside guests
• To ensure guest complaints are brought to the attention of the management
• Assist in managing group reservation when needed. Able to handle room block monitoring, rooming lists, reporting pick up, VIP and upgraded accommodations, client correspondence relating to reservations and other group reservation functions
• Additionally, you will be required to assist Front Office including guest services and service express job when needed

Requirements

• Previous experience in a Reservations Agent role in a 4 or 5 star hotel
• Knowledge of the Opera PMS system
• Good knowledge of MS Office applications (Word, Excel, PowerPoint) and Outlook
• Exceptional attention to detail
• Excellent verbal and written communication skills and interpersonal skills
• Ability to multitask and work productively in a busy environment
• A creative flair
• Impeccable personal presentation