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About the Role

Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in reservation system. Indicate special room reservation types by inputting the correct code and rate into the reservation system. Follow proper escalation procedures when addressing guest concerns.

Responsibilities

Process reservation requests, changes, and cancellations.
Identify guest reservation needs and determine appropriate room type.
Verify room type and rate availability.
Explain guarantee, special rate, and cancellation policies.
Accommodate and document special requests.
Answer questions about property facilities, services, and accommodations.
Utilize sales techniques to maximize revenue.
Input and access data in the reservation system.
Indicate special room reservation types with correct codes and rates.
Follow proper escalation procedures for guest concerns.
Adhere to all company policies and procedures.
Maintain a clean and professional appearance.
Protect company assets and proprietary information.
Ensure guest and coworker privacy and security.
Welcome and acknowledge guests according to company standards.
Anticipate and address guest service needs.
Assist individuals with disabilities.
Thank guests with genuine appreciation.
Communicate clearly and professionally.
Answer telephones using appropriate etiquette.
Develop and maintain positive working relationships.
Support team goals.
Respond appropriately to coworker concerns.
Comply with quality assurance expectations and standards.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Perform other reasonable job duties as requested by Supervisors.

Requirements

High school diploma or G.E.D. equivalent.
No related work experience required.
No supervisory experience required.
No certifications required.

Experience Level

No related work experience
No supervisory experience

Education Level

High school diploma or G.E.D. equivalent

About the Company

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.
At Westin, we are committed to empowering guests to regain control and enhance their well-being when they need it most while traveling, ensuring they can be the best version of themselves. To achieve the brand mission of becoming the preeminent wellness brand in hospitality, we need passionate and engaged associates to bring the brand’s unique programming to life. We want our associates to embrace their own well-being practices both on and off property. You are the ideal Westin candidate if you are passionate; you are active and take pride in how you maintain your well-being; you are optimistic; you are adventurous. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Equal Opportunity

Marriott International is dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity.
We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.