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About the Role

Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs, determine appropriate room type, and verify availability. Explain policies, accommodate special requests, and answer questions about property facilities and services. Utilize sales techniques to maximize revenue and input data into the reservation system.

Responsibilities

• 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.
• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.
• Actively listen and respond positively to guest questions, concerns, and requests to resolve issues, delight, and build trust.
• Address guests' service needs in a professional, positive, and timely manner.
• Anticipate guests' service needs.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting.
• Thank guests with genuine appreciation and provide a fond farewell.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Answer telephones using appropriate etiquette.
• Talk with and listen to other employees to effectively exchange information.
• Support all co-workers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• 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.
• Verify all reservation information with callers to ensure accuracy.
• Determine the most appropriate room type to meet guest requirements and maximize room rate.
• Describe room accommodations and benefit feature sale amenities to guests.
• Use sales techniques when assisting guests in making reservations.
• Answer guest questions about property facilities/services.
• Assign confirmation/cancellation numbers and clearly relay this information to callers.
• Identify guest reservation needs by asking open-ended questions to obtain all necessary information.
• Follow “up selling” techniques and sales strategies in order to maximize property revenue.
• Identify repeat guests using appropriate codes.
• Inform guests of rules and regulations regarding qualifying rates.
• Input and access data in reservation system by entering correct information into proper fields.
• Verify availability of room type, rate, and occupancy before confirming any reservations.

Requirements

• Uniform and personal appearance are clean and professional.
• Maintain confidentiality of proprietary information.
• Protect company assets.
• Protect the privacy and security of guests and coworkers.
• Speak with others using clear and professional language.
• Answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others.
• Support team to reach common goals.
• Listen and respond appropriately to the concerns of other employees.
• 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.

Skills

• Sales techniques
• Input and access data in reservation system
• Escalation procedures
• Brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP)
• Up selling techniques
• Sales strategies
• Communication
• Active listening

About the Company

• Developed in partnership with jeweler and luxury products designer Bulgari, our select Bulgari Hotels & Resorts are located in major cosmopolitan cities and luxury resort destinations.
• Join our team and help deliver the excitement, timeless glamour and heritage of the Bulgari brand.
• In joining Bulgari Hotels & Resorts, you join a portfolio of brands with Marriott International.
• 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

• 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.
• We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.