Clerk - Reservations

Role Overview

This position entails managing all hotel room reservations, requests, modifications, and cancellations received via telephone, fax, or email. The clerk must identify guest needs regarding reservations, determine the appropriate room type, verify room availability, and confirm corresponding rates.

Key Duties

• Process and document room bookings, changes, special requests, and cancellations.
• Interpret and communicate policies related to guarantees, special rates, and cancellations to callers.
• Respond to inquiries regarding hotel facilities, services, and accommodation features.
• Utilize sales techniques to maximize revenue from reservations.
• Enter and access reservation details accurately in the booking system.
• Correctly input codes and rates for special room reservations, including courtesy rooms, employee discounts, travel agency inspection rates, and wholesale bookings.
• Follow established escalation procedures for guest concerns.
• Adhere strictly to company policies and procedures, maintaining a polished personal appearance and confidentiality of proprietary information.
• Ensure protection of company assets and guest privacy and security.
• Welcome guests according to company standards, anticipate and fulfill their service needs, and assist guests with disabilities.
• Communicate professionally and clearly, both in person and on the phone using appropriate protocol.
• Cultivate positive workplace relationships, support team objectives, and appropriately address coworkers’ concerns.
• Comply with quality assurance expectations and standards.
• Perform moderate physical tasks involving moving objects up to 10 pounds unassisted.
• Execute additional reasonable duties as directed by supervisors.

Qualifications and Additional Information

• Education: High school diploma or equivalent General Educational Development (GED) certificate.
• Work Experience: No prior industry-related experience is required.
• Supervisory Experience: Not necessary.
• Licenses/Certifications: None required.

Company Commitment

Westin Hotels & Resorts is devoted to equal opportunity employment, fostering inclusivity and diversity among its staff. It values a blend of cultures, talents, and experiences, striving to create a respectful and welcoming work environment with zero tolerance for discrimination based on disability, veteran status, or other legally protected characteristics.

Aligned with Westin’s wellness-focused brand mission, the company encourages employees to embrace personal well-being both on and off the job. Ideal candidates are passionate, active, optimistic, and adventurous individuals who seek to perform at their best and belong to a global, supportive team.