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About the Role
Responsible for processing reservation requests, modifications and cancellations received via phone, email or other channels. Identifies guest needs, recommends appropriate room types and rates, explains reservation policies, and delivers exceptional service while maximizing revenue opportunities.
Responsibilities
- Process reservation requests, changes and cancellations accurately.
- Verify room availability, rates and occupancy before confirming bookings.
- Identify guest needs and recommend suitable room types and packages.
- Explain guarantee, cancellation and qualifying rate policies to guests.
- Document special guest requests and reservation details accurately.
- Answer questions regarding hotel facilities, services and local attractions.
- Apply upselling and sales techniques to maximize property revenue.
- Resolve guest concerns and follow escalation procedures when required.
Requirements
- High school diploma or G.E.D. equivalent.
- Strong customer service, communication and telephone etiquette skills.
- Computer literacy and accurate data entry skills.
- English language proficiency and strong listening skills.
- Ability to work collaboratively within a team environment.
- Sales orientation with the ability to identify revenue opportunities.
- No prior related work experience required.
- Eligibility to work in the UK - Please note, all candidates applying for this role must have obtained the right to work and live in the UK. Documented evidence of eligibility will be required from candidates as part of our recruitment process.
Skills
- Customer service
- Communication
- Telephone etiquette
- Computer literacy
- Data entry
- English language proficiency
- Listening skills
- Teamwork
- Sales orientation
- Upselling
Location
- London
Work Type
- Full-time
Experience Level
- No prior related work experience required
Education Level
- High school diploma or G.E.D. equivalent
Benefits
- Explore by Marriott Bonvoy™ benefits including special room rates, discounts on food and beverage, and experiences across Marriott's portfolio.
- Paid leave for vacations, sick time, and holidays.
- Access to global TakeCare platform for wellbeing activities and resources.
- Additional local benefits may be available depending on the property and role.
About the Company
- EDITION Hotels are stunning microcosms of the world’s top cities featuring the best in service, food, beverage and entertainment.
- As part of the Marriott International family, EDITION offers more than a job. It is an opportunity to be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
- Marriott International is consistently recognized as an employer of choice globally by FORTUNE magazine, DiversityInc and Great Places to Work Institute, among others.
- 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.
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.