Junior Reservations Clerk

Marriott•Honolulu, HI

18h•$27 - $34

About The Position

The Junior Reservations Clerk processes reservation requests, changes, and cancellations received by phone, fax, or mail. The role identifies guest needs, determines appropriate room types, verifies room and rate availability, explains reservation policies, accommodates and documents special requests, and answers questions about property facilities, services, and accommodations. The clerk uses sales techniques to maximize revenue and enters and retrieves reservation data, including codes and rates for special reservation types. Guest concerns are handled according to escalation procedures. The position also requires following company policies and service standards, maintaining a clean and professional appearance, protecting confidential information and company assets, and safeguarding guest and coworker privacy. The clerk welcomes and assists guests, communicates professionally, builds positive working relationships, supports team goals, and meets quality assurance expectations. The role may include other reasonable duties requested by supervisors.

Requirements

High school diploma or G.E.D. equivalent is preferred.
No related work experience is required.
No supervisory experience is required.
No license or certification is required.

Nice To Haves

High school diploma or G.E.D. equivalent.

Responsibilities

Process reservation requests, changes, and cancellations received by phone, fax, or mail.
Identify guest reservation needs and determine appropriate room types.
Verify room-type and rate availability.
Explain guarantee, special-rate, and cancellation policies to callers.
Accommodate and document special requests.
Answer questions about property facilities, services, and room accommodations.
Use sales techniques to maximize revenue.
Input and access data in the reservation system.
Enter the correct codes and rates for special reservation types, including complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations.
Follow escalation procedures when addressing guest concerns.
Follow company policies and procedures and comply with quality assurance expectations and standards.
Maintain a clean and professional uniform and personal appearance.
Maintain confidentiality of proprietary information, protect company assets, and safeguard the privacy and security of guests and coworkers.
Welcome and acknowledge guests, anticipate and address service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
Communicate clearly and professionally, including answering telephones with appropriate etiquette.
Develop and maintain positive working relationships, support team goals, and listen and respond appropriately to other employees’ concerns.
Perform other reasonable job duties as requested by supervisors.
Move, lift, carry, push, pull, and place objects weighing 10 pounds or less without assistance.