Reservations Agent

Marriott•Surfside, FL

About The Position

The Reservations Agent processes reservation requests, changes, and cancellations received by phone, fax, or mail. The role identifies guests’ reservation needs, determines appropriate room types, verifies availability and rates, explains guarantee, special-rate, and cancellation policies, and accommodates and documents special requests. The agent answers questions about property facilities, services, and room accommodations, uses sales techniques to maximize revenue, and inputs and accesses information in the reservation system. The agent also applies the correct codes and rates for special reservation types, including complimentary rooms, employee discounts, travel-agent inspection rates, and wholesale reservations, and follows escalation procedures for guest concerns. The position requires following company policies and procedures, maintaining a clean and professional appearance, protecting confidential information and company assets, and safeguarding the privacy and security of guests and coworkers. The agent welcomes and acknowledges guests, anticipates and responds to service needs, assists individuals with disabilities, communicates professionally, and uses appropriate telephone etiquette. The role also involves maintaining positive working relationships, supporting team goals, responding appropriately to coworkers’ concerns, meeting quality-assurance expectations, and performing other reasonable duties as requested by supervisors. The agent must be able to move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance. Marriott International describes itself as an equal opportunity employer committed to a welcoming, inclusive, and non-discriminatory environment. The Ritz-Carlton emphasizes delivering its Gold Standards of luxury service and offers employees the opportunity to learn and exemplify those standards, including its Employee Promise, Credo, and Service Values.

Requirements

High school diploma or G.E.D. equivalent is listed as a preferred qualification.
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 code and rate 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 and protect company assets and 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 using appropriate etiquette.
Develop and maintain positive working relationships, support team goals, and listen and respond appropriately to coworkers’ concerns.
Perform other reasonable job duties as requested by supervisors.
Move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.