POSITION SUMMARY Oversee accuracy of room blocks, reservations, and group market codes. Assist the reservations agents when needed to fully perform their job functions. Encourage and ensure the Reservations Agents make regular follow-up on pipeline. Assign and ensure work tasks are completed on time and that they meet appropriate quality standards. Communicate company values and/or culture to new employees. Review and implement new Reservations procedures. 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. Respond to any challenges found for accommodating rooming requests. Set-up proper billing accounts according to Accounting policies. Troubleshoot, resolve, and document guest issues and concerns or escalate/refer to appropriate individual. Policies and Procedures Protect the privacy and security of guests and coworkers. Maintain confidentiality of proprietary materials and information. Follow company and department policies and procedures. Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures. Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures. Guest Relations Address guests' service needs in a professional, positive, and timely manner. Actively listen and respond positively to guest questions, concerns, and requests. Anticipate guests' service needs, including asking questions of guests to better understand their needs. Assist other employees to ensure proper coverage and prompt guest service. Thank guests with genuine appreciation and provide a fond farewell. Engage guests in conversation regarding their stay, property services, and area attractions/offerings. Communication Answer telephones using appropriate etiquette. Speak to guests and co-workers using clear, appropriate and professional language. Provide assistance to coworkers, ensuring they understand their tasks. Prepare and review written documents accurately. Assists Management Coordinate tasks and work with other departments to ensure that the department runs efficiently. Serve as a departmental role model or mentor by working alongside employees. Encourage and motivate employees to perform their best. Quality Assurance/Quality Improvement Comply with quality assurance expectations and standards. Physical Tasks Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Reservation Services Verify all reservation information with callers to ensure accuracy. Accommodate and document special requests. Explain guarantee and cancellation policies to callers. Answer guest questions about property facilities/services. Reservation Processing Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Verify availability of room type, rate, and occupancy before confirming any reservations. Reservation Billing Set-up proper billing accounts according to Accounting policies. Education Grade 12 or equivalent. The Company will apply Recognition of Prior Learning or Experience in the absence of an NQF 4 qualification. Related Work Experience At least 2 years of related work experience OR 4 years without an NQF level 4 qualification. Demonstrated history of being a leader. Fluency in the articulation of the English language. Supervisory Experience At least 1 year of supervisory experience – Advantageous. Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture.
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