Junior Reservations Clerk

Marriott•Honolulu, HI

3h•Onsite

About The Position

The Junior Reservations Clerk is responsible for processing all reservation requests, changes, and cancellations received via phone, fax, or mail. This role involves identifying guest reservation needs, determining appropriate room types, and verifying availability and rates. The clerk must explain guarantee, special rate, and cancellation policies, accommodate special requests, and answer questions about property facilities, services, and room accommodations. Key duties include following sales techniques to maximize revenue, inputting and accessing data in the reservation system, and correctly coding special reservation types such as complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations. The position requires adherence to proper escalation procedures for guest concerns, compliance with all company policies and procedures, and maintaining a professional appearance. The clerk is expected to uphold confidentiality, protect company assets, and ensure the privacy and security of guests and coworkers. Customer service is paramount, involving welcoming and acknowledging guests according to company standards, anticipating and addressing service needs, assisting individuals with disabilities, and expressing genuine appreciation. Effective communication skills are essential for speaking with others professionally and handling telephone etiquette. The role also involves fostering positive working relationships, supporting team goals, responding appropriately to employee concerns, and meeting quality assurance standards. Physical demands include moving, lifting, carrying, pushing, pulling, and placing objects weighing up to 10 pounds without assistance. Other reasonable job duties may be assigned by Supervisors.

Nice To Haves

High school diploma or G.E.D. equivalent.
No related work experience.
No supervisory experience.
None (License or Certification)

Responsibilities

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.
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.
Input and access data in reservation system.
Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system.
Follow proper escalation procedures when addressing guest concerns.
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.
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.
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.
Perform other reasonable job duties as requested by Supervisors.