Reservations Agent

Position Overview

The Reservations Agent at Four Points by Sheraton in Da Nang City, Vietnam, is responsible for managing reservation requests, modifications, and cancellations received via phone, fax, or mail. This role involves identifying the guest's room requirements, verifying availability, and explaining policies concerning guarantees, special rates, and cancellations. The agent handles special accommodation requests and acts as a knowledgeable point of contact for queries related to hotel amenities and room types, utilizing sales techniques to optimize revenue.

Key Responsibilities

• Process all types of reservation requests and modifications received through multiple communication channels.
• Determine suitable room types based on guest needs and confirm availability and pricing.
• Communicate effectively the hotel's guarantee, discount, and cancellation policies.
• Document and accommodate any special guest requests appropriately.
• Respond to inquiries regarding hotel facilities and room accommodations, using sales strategies to maximize bookings.
• Accurately input booking data into the reservation system, including designation of special rates such as complimentary stays, employee discounts, and travel agent rates.
• Adhere to proper escalation procedures for addressing guest concerns.

Additional Duties and Standards

• Maintain company policies, professional appearance, and confidentiality of proprietary and guest information.
• Ensure a welcoming and professional guest interaction following company guidelines, including assistance for individuals with disabilities.
• Communicate clearly and professionally by phone and in person with guests and team members.
• Foster a collaborative working environment supporting team objectives and responding constructively to colleagues' concerns.
• Meet quality assurance standards and perform light physical tasks such as moving objects up to 10 pounds.
• Undertake other reasonable assignments as directed by supervisors.

Preferred Qualifications

• Education: Completion of high school or equivalent GED.
• Experience: No prior related work or supervisory experience required.
• Certifications: None required.

Company Commitment

Four Points by Sheraton, part of Marriott International, values diversity and inclusion, fostering a respectful workplace where all associates’ backgrounds are valued. The company ensures equal opportunities without discrimination on any legally protected basis.

Work Culture

Join a welcoming team that balances classic and modern hospitality, catering to both business and leisure travelers. Embrace a friendly, genuine environment dedicated to guest comfort and team collaboration, with broad opportunities for professional growth within Marriott's global brand portfolio.