Job Description

Reservations agent

About the Company

Marriott International portfolio of brands includes JW Marriott alongside 29 other Marriott brands. Marriott International is the world’s leading global hospitality company, with more brands, more hotels and more opportunities for associates to grow and succeed.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™.

About the role

The Reservations Agent works closely with the Sales and Event planning team and monitors the group room pick-up and turn downs. You will assist in taking bookings from a range of guests and booking channels, whilst being involved in all aspects of Reservations, from group bookings, crew allocations and FIT arrivals. You will provide efficient and professional service to all guests via email and phone, whilst actively promoting the hotels outlets, facilities and promotions.

This position is a Full-Time role and includes working over the weekend.

Critical responsibilities:

• Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
• Identify guest reservation needs and determine appropriate room type.
• Verify availability of room type and rate.
• Explain guarantee, special rate, and cancellation policies to callers.
• Accommodate and document special requests.
• Answer questions about property facilities/services and room accommodations.
• Follow sales techniques to maximize revenue.
• Input and access data in reservation system.
• Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system.
• Follow proper escalation procedures when addressing guest concerns.
• Answer telephones using appropriate etiquette.
• Perform other reasonable job duties as requested by Supervisors

  Successful Candidates will have:

• Professional Phone Etiquette
• Group/FIT Reservations experience is highly desirable 
• Being familiar with Opera Version 5 and Opera cloud is highly desirable.
• Word, Excel and Outlook
• High Volume Call Centre
• Customer Service Experience
• Active listening skills
• Positive response to guest questions and concerns and requests

The Benefits 

Enjoy the benefits of:

• Unlimited strategic development and career opportunities
• Generous accommodation and food and beverage discounts including all properties within the Marriott International group
• Recognition programs to keep you motivated
• The best hotel training opportunities provided
• Wellbeing and mindfulness programs to ensure you stay healthy

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.