Reservations Agent - The London EDITION

POSITION SUMMARY 

Responsible to process all reservation requests, changes, and cancellations received by phone or mail and identify guest reservation needs and determine appropriate room type. Work together with team members to verify availability of room type and rate. Will have the ability to explain guarantee, special rate, and cancellation policies to callers. Reservation Agents will accommodate and document special requests, answer questions about property facilities/services and room accommodations and follow sales techniques to maximize revenue. Input and access data in reservation system. Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system. Follow proper escalation procedures when addressing guest concerns.

CRITICAL TASKS

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. 
• Perform other reasonable job duties as requested by Supervisors. 
• Attend required trainings by the Company 

Guest Relations 

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
• Address guests' service needs in a professional, positive, and timely manner. 
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible. 
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. 
• Thank guests with genuine appreciation and provide a fond farewell. 
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings. 

Communication

• Speak to guests and co-workers using clear, appropriate and professional language
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call. 
• Talk with and listen to other employees to effectively exchange information.

Working with Others 

• 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. 

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 in an accurate and efficient manner. 
• Determine the most appropriate room type to meet guest requirements and maximize room rate. 
• Explain guarantee and cancellation policies to callers. 
• Describe room accommodations and benefit feature sale amenities to guests. 
• Use sales techniques when assisting guests in making reservations, including personalizing calls, obtaining complete guest needs and information, contact details, suggesting alternate dates or directing guests to sister properties on sold out days. 
• Answer guest questions about property facilities and offer services (e.g., hours of operation, room availability, restricted dates, rates and room types, packages, promotions, entertainment, restaurants, special events). 
• Assign confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing and/or faxing these numbers. 
• Identify guest reservation needs by asking open-ended questions to obtain all necessary information, including enrollment in Marriott Rewards program. 
• 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 Reservation Processing 
• Inform guests of rules and regulations regarding qualifying rates (e.g., government and special corporate rates and discounts). 
• Input and access data in reservation system (MARSHA/Opera PMS) by entering correct information into proper fields, including Marriott Rewards number, and asking for travel agency IATA and FIT numbers (i.e., flags, comments, guest messages). 
• 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 (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system. Guest Relations 
• Follow proper escalation procedures when addressing guest concerns.

 

PREFERRED QUALIFICATIONS

Education:  High school diploma/G.E.D. equivalent 

Related Work Experience:  No related work experience is required 

Supervisory Experience:  No supervisory experience is required