Group Services Agent

Marriott•Orlando, FL

About The Position

This role involves processing reservation requests, changes, and cancellations via phone, fax, or mail. The agent will identify guest needs, determine appropriate room types, verify availability and rates, and explain hotel policies. Responsibilities include accommodating special requests, answering questions about property facilities and services, and utilizing sales techniques to maximize revenue. The agent will also communicate information regarding VIP reservations, input and access data in the reservation system, and resolve challenges with rooming requests by collaborating with other departments. Additionally, the agent will oversee the accuracy of room blocks and reservations, input group rooming lists, adjust room blocks as needed, maintain organized files, and set up billing accounts according to accounting policies. The role also requires adherence to company policies, maintaining a professional appearance, protecting company assets, and providing excellent guest service, including assisting individuals with disabilities. Communication skills, both written and verbal, are essential, as is the ability to develop positive working relationships and support team goals. The agent must comply with quality assurance standards and be able to read and verify information in various formats. Physical requirements include moving, lifting, carrying, pushing, and pulling objects weighing less than or equal to 10 pounds without assistance. Other reasonable job duties may be assigned by supervisors.

Requirements

High school diploma or G.E.D. equivalent.
At least 1 year of related work experience.
No supervisory experience.

Responsibilities

Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
Identify guest reservation needs, determine appropriate room type, and verify availability of room type and rate.
Explain guarantee, special rate, and cancellation policies to callers.
Accommodate and document special requests.
Answer questions about property facilities/services and room accommodations.
Follow sales techniques to maximize revenue.
Communicate information regarding designated VIP reservations.
Input and access data in reservation system.
Respond to any challenges found for accommodating rooming requests by communicating with appropriate individual or department.
Oversee accuracy of room blocks and reservations.
Input group rooming lists using reservation systems, revise room blocks to maintain the required number of available rooms and keep organized files of all groups.
Set-up proper billing accounts according to Accounting policies.
Follow all company policies and procedures.
Ensure uniform and personal appearance are clean and professional.
Maintain confidentiality of proprietary information.
Protect company assets.
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.
Prepare and review written documents accurately and completely.
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.
Read and visually verify information in a variety of formats.
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.