Reservations Agent

Position Overview

The Reservations Agent will manage all incoming reservation requests, modifications, and cancellations via phone, fax, or mail. This role involves identifying the guests' booking requirements, determining suitable room types, and confirming availability and rates. Candidates will be responsible for explaining guarantee procedures, special pricing, and cancellation terms to callers, while accommodating and recording special requests accurately.

Key Responsibilities

• Handle reservation inquiries including changes and cancellations received through various communication channels.
• Assess guest preferences to assign appropriate room types and verify availability along with rate details.
• Clarify policies related to guarantees, special rates, and cancellations to guests.
• Record special requests and manage exceptions like complimentary rooms, employee discounts, travel agent rates, according to proper coding in the system.
• Respond to questions regarding hotel amenities, services, and accommodation options.
• Apply effective sales techniques aimed at maximizing revenue opportunities.
• Input and retrieve data efficiently using the reservation management system.
• Escalate guest issues following defined company protocols.
• Adhere to all organizational policies including professional appearance, confidentiality, asset protection, and privacy standards.
• Greet guests warmly and professionally, addressing their service needs promptly and assisting guests with disabilities.
• Maintain professional and courteous communication, including telephone etiquette.
• Foster positive interpersonal relationships to support team objectives.
• Meet quality assurance standards and expectations consistently.
• Perform physical tasks such as moving or placing items up to 10 pounds as needed.
• Execute additional job duties as assigned by supervisors.

Qualifications

• Minimum education level: High school diploma or GED equivalent.
• No prior related work or supervisory experience required.
• No license or certification necessary.

About the Employer

W Hotels is part of Marriott International, committed to equal opportunities and diversity. The brand embraces innovation and cultural richness and emphasizes a spirited and welcoming work culture. Joining this team means being part of a global network where you can grow, contribute, and be your best self.