Reservations Clerk

Marriott•Honolulu, HI

7d•$28 - $35

About The Position

The Reservations Clerk processes reservation requests, changes, and cancellations received by phone, fax, or mail. The role identifies guests’ reservation needs, determines appropriate room types, checks room-type and rate availability, explains guarantee, special-rate, and cancellation policies, accommodates and documents special requests, and answers questions about property facilities, services, and room accommodations. The clerk uses sales techniques to maximize revenue and enters and accesses information in the reservation system, including applying correct codes and rates for special reservation types such as complimentary rooms, employee discounts, travel-agent inspection rates, and wholesale reservations. Guest concerns are handled according to escalation procedures. The position also requires following company policies and procedures, maintaining a clean and professional appearance, protecting confidential information and company assets, and safeguarding guest and coworker privacy and security. The clerk welcomes and acknowledges guests, anticipates and addresses service needs, assists individuals with disabilities, communicates professionally, develops positive working relationships, supports team goals, and complies with quality assurance standards. Other reasonable duties may be requested by supervisors.

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 availability of room types and rates.
Explain guarantee, special-rate, and cancellation policies.
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 correct codes and rates for special reservation types, including complimentary rooms, employee discounts, travel-agent inspection rates, and wholesale reservations.
Follow proper 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 protect the privacy and security of guests and coworkers.
Welcome and acknowledge guests according to company standards, anticipate and address service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
Speak clearly and professionally, answer telephones using appropriate etiquette, and develop positive working relationships with others.
Support team members in reaching common goals and listen and respond appropriately to other employees’ concerns.
Move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.
Perform other reasonable job duties as requested by supervisors.