Reservations Coordinator

Marriott•Tampa, FL

About The Position

The Reservations Coordinator processes reservation requests, changes, and cancellations received by phone, fax, or mail. The role identifies guest needs, determines appropriate room types, verifies room-type and rate availability, explains guarantee, special-rate, and cancellation policies, and accommodates and documents special requests. The coordinator answers questions about property facilities, services, and accommodations; uses sales techniques to maximize revenue; and enters and retrieves information in the reservation system. Special reservation types, including complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations, must be entered with the correct code and rate. The role follows proper escalation procedures for guest concerns. The position also requires compliance with company policies and quality standards, professional appearance and communication, protection of confidential information and company assets, and safeguarding guest and coworker privacy. The coordinator welcomes guests, anticipates and addresses service needs, assists individuals with disabilities, and supports positive relationships and common goals with colleagues. Duties include answering telephones with appropriate etiquette and performing other reasonable job duties as requested by supervisors. The role may require moving, lifting, carrying, pushing, pulling, or placing objects weighing up to 10 pounds without assistance.

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.
Ability to move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.

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 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, including correct codes and rates for special reservation types.
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 and protect company assets and the privacy and security of guests and coworkers.
Welcome and acknowledge guests, anticipate and address their 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 employee concerns.
Perform other reasonable job duties as requested by supervisors.