Clerk - Reservations

Overview

This role at W Hotels, located in West Bay, Doha, Qatar, involves processing all room bookings and related requests received via phone, fax, or email. The Clerk handles modifications, cancellations, and special requests while identifying guest needs and matching them with appropriate room types and rates.

Responsibilities

• Manage reservations by processing guest bookings, changes, and cancellations accurately.
• Assess guest requirements for room reservations and determine suitable accommodations.
• Verify availability of room types and associated pricing tiers.
• Communicate hotel policies on guarantees, special rates, and cancellation procedures effectively to callers.
• Document and follow up on special guest requests.
• Answer inquiries regarding hotel amenities, services, and accommodation specifics.
• Apply sales techniques aimed at maximizing hotel revenue.
• Enter and retrieve reservation data using the designated system, ensuring correct coding for special room categories such as courtesy rooms, employee discounts, travel agency inspection rates, and wholesale bookings.
• Escalate guest concerns according to established protocols.
• Adhere uncompromisingly to company policies, maintain professional personal appearance and confidentiality, and secure company and guest property.
• Welcome guests warmly, anticipate and fulfill their service needs, including assisting persons with disabilities.
• Use clear, professional communication and follow proper telephone etiquette.
• Foster cooperative relationships with colleagues and support team objectives.
• Meet quality assurance expectations and standards.
• Perform physical tasks involving moving or handling items up to 10 pounds independently.
• Complete additional reasonable tasks as assigned by supervisors.

Qualifications and Aptitudes

• High school diploma or GED equivalent is required.
• No prior related work or supervisory experience necessary.
• No special licenses or certifications are required.

Diversity and Inclusion

W Hotels, under Marriott International, embraces equal opportunity employment and strives to create an inclusive environment valuing diversity, promoting accessibility, and prohibiting discrimination against individuals based on disability, veteran status, or other protected characteristics.

About W Hotels

W Hotels seek to inspire curiosity and expand horizons, pioneering luxury by offering a dynamic, service-oriented culture centered on personalization and innovation. Joining W Hotels means contributing to a global team dedicated to excellence and personal growth within Marriott International's brand portfolio.