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About the Role

Responsible for processing reservation requests, changes, and cancellations, identifying guest needs, and determining appropriate room types. This role involves verifying room availability and rates, explaining policies, accommodating special requests, and utilizing sales techniques to maximize revenue. The position requires inputting and accessing data in the reservation system and following escalation procedures for guest concerns.

Responsibilities

Process all reservation requests, changes, and cancellations received by phone 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.
Utilize sales techniques to maximize revenue.
Input and access data in the reservation system.
Indicate special room reservation types by inputting the correct code and rate.
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.
Attend required trainings by the Company.
Actively listen and respond positively to guest questions, concerns, and requests.
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.
Work with other departments to anticipate/satisfy guest needs.
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 and offer services.
Assign confirmation/cancellation numbers and clearly relay this information to callers.
Identify guest reservation needs by asking open-ended questions.
Follow “up selling” techniques and sales strategies in order to maximize property revenue.
Identify repeat guests using appropriate codes.
Complete daily reservations tasks as specified on the Reservations daily checklist.
Assist Supervisor with rate loading in rate loading system.
Inform guests of rules and regulations regarding qualifying rates.
Input and access data in reservation system (MARSHA/Opera PMS) by entering correct information into proper fields.
Verify availability of room type, rate, and occupancy before confirming any reservations.
Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
Indicate special room reservation types by inputting the correct code and rate into the reservation system.

Requirements

High school diploma/G.E.D. equivalent
No related work experience is required
No supervisory experience is required

Skills

Sales techniques
Up selling techniques
Guest service
Communication skills
Data entry
Problem-solving

Education Level

High school diploma/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.
We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
EDITION Hotels combine the visionary genius of boutique hotelier Ian Schrager, the service delivery of a world-class luxury hotel, and the global reach of Marriott International to create an entirely new experience in the world of hospitality.
EDITION delivers the best of both worlds in a delicate balancing act – polish with personality, perfectionism with individualism, and comfort with charisma and charm.
The brand targets sophisticated, knowledgeable consumers who understand quality, originality, design, and service excellence, but who want it without limitations – breaking the bounds of convention and demanding an attitude and a feeling wrapped in a package that showcases the exceptional.
We are looking for outgoing, authentically amazing people who are looking for a place to work that inspires them, challenges them and makes them proud to come to work.
A place where service comes from the heart, not from a handbook.
A place that delivers a never-ending theatrical performance that continuously delights and enchants each and every one of our guests.
In joining EDITION, 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

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