Job Description

About JW Marriott Crete Resort & Spa

Nestled in the breath-taking landscape of Chania, JW Marriott Crete Resort & Spa is designed to offer guests a sanctuary of relaxation, mindfulness, and rejuvenation. The resort blends Crete’s natural beauty with JW Marriott’s signature elegance, delivering a luxury experience that encourages guests to reconnect with themselves, their loved ones, and the world around them.

As a Reservations Agent, you will be the first point of contact for guests, ensuring seamless booking experiences while maximizing revenue opportunities. You will handle reservation inquiries, process bookings efficiently, and provide exceptional customer service, ensuring guests receive personalized assistance that aligns with the brand’s high standards.

Key Responsibilities

Handling Reservations & Guest Inquiries

• Process reservations via phone, email, and online booking systems, ensuring accuracy and efficiency.
• Provide guests with detailed information about the resort, room types, rates, and special promotions.
• Manage reservation modifications, cancellations, and special requests with professionalism and attention to detail.
• Maintain up-to-date knowledge of the resort’s offerings, policies, and local attractions to assist guests effectively.

Maximizing Revenue & Optimizing Occupancy

• Actively promote upselling opportunities to maximize room revenue and enhance guest experiences.
• Monitor room availability and reservation trends to optimize occupancy levels.
• Assist in tracking no-show reservations and process charges as needed.

Providing Exceptional Customer Service

• Deliver a warm, professional, and efficient booking experience for every guest.
• Handle guest inquiries and concerns with empathy, offering effective solutions while upholding brand standards.
• Support loyalty programs by educating guests on benefits and encouraging participation.

Administrative & Coordination Tasks

• Ensure reservation records are accurate and updated in the system.
• Collaborate with front office, sales, and revenue management teams to ensure seamless guest experiences.
• Prepare reports related to reservations, occupancy forecasts, and guest preferences.

Requirements

Qualifications & Skills

• Previous experience in reservations, front office, or a customer service role within the hospitality industry preferred.
• Excellent communication skills in English (Greek and additional languages are a plus).
• Strong organizational skills and attention to detail.
• Ability to multitask and work efficiently in a fast-paced environment.
• Proficiency in reservation software and Microsoft Office applications.
• A passion for hospitality and delivering outstanding guest experiences.

Requirements

• Degree in Hospitality or similar.
• Previous experience in similar position (Marriott experience will considered as a plus).
• Perfect command of the English language (additional languages will considered as a plus).
• Knowledge of OPERA system.
• Professionalism, responsibility.

Benefits

What We Offer

• A dynamic and professional work environment in a world-class luxury resort.
• Opportunities for career growth and development within an internationally renowned brand.
• Competitive salary and benefits.
• Training and professional development programs.
• Be part of the JW Marriott family.