Ticketing Systems Agent

Marriott•Nashville, TN

12h

About The Position

The Ticketing Systems Agent handles incoming calls from individual and group clients seeking hotel reservations, attractions, and packages across multiple properties, as well as calls from employees requesting assistance through a dedicated systems phone queue. The role codes reservations and checks package bookings for accuracy, reports package sales and pricing statistics, and configures, tests, and documents new products, services, packages, and process changes in the Ticketing System. It also monitors third-party reservation mailboxes and incoming faxes to enter and confirm orders promptly, and confirms and maintains prize-winner bookings arranged by Public Relations and Marketing as trades. The position requires following company policies and procedures, maintaining a clean and professional appearance, protecting confidential information and company assets, and providing courteous, attentive service to guests. The agent communicates professionally, prepares and reviews written materials accurately, handles telephone calls appropriately, builds positive working relationships, supports team goals, and meets quality assurance standards. The role also involves reading and visually verifying information in various formats and performing other reasonable duties as requested.

Requirements

At least 2 years of reservations experience.
High school diploma or G.E.D. equivalent.

Responsibilities

Answer and assist calls from individual and group clients inquiring about hotel reservations, attractions, and packages for multiple properties.
Handle calls from employees seeking assistance through a special systems phone queue.
Code reservations and evaluate package bookings taken through the call center for accuracy.
Report statistics and data on package sales and pricing to appropriate parties.
Configure, test, and document new products, services, packages, and process changes in the Ticketing System for multiple properties.
Monitor third-party online reservation mailboxes and incoming faxes, and enter and confirm orders in a timely manner.
Confirm and maintain prize-winner bookings arranged by Public Relations and Marketing as trades with companies and radio stations.
Follow company policies and procedures, maintain a clean and professional appearance, protect confidential information, and safeguard company assets.
Welcome and acknowledge guests, anticipate and address their service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
Communicate clearly and professionally, prepare and review written documents accurately, and answer telephones using appropriate etiquette.
Develop positive working relationships, support team goals, and listen and respond appropriately to other employees' concerns.
Comply with quality assurance expectations and standards.
Read and visually verify information in a variety of formats.
Move, lift, carry, push, pull, and place objects weighing up to 26 pounds without assistance.
Perform other reasonable job duties as requested.