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Reservations Agent - Cape Town Marriott Hotel Crystal Towers

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Marriott International

18d ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Hospitality & Retail
  • Cape Town

AI generated summary

  • You need a high school diploma or G.E.D., plus at least 1 year of related experience. No supervisory experience necessary.
  • You will manage reservations, address guest needs, train staff, maintain accurate records, and ensure professional service while upholding company standards and resolving issues efficiently.

Requirements

  • High school diploma/G.E.D. equivalent
  • At least 1 years of related work experience
  • no supervisory experience required

Responsibilities

  • Oversee accuracy of room blocks, reservations, and group market codes. Communicate company values and/or culture to new employees. Review and implement new Reservations procedures. 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. Respond to any challenges found for accommodating rooming requests. Set-up proper billing accounts according to Accounting policies. Troubleshoot, resolve, and document guest issues and concerns or escalate/refer to appropriate individual.
  • Assist management in training, scheduling, counseling, and motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
  • Protect the privacy and security of guests and coworkers. Maintain confidentiality of proprietary materials and information. Follow company and department policies and procedures. Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures. Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures. Perform other reasonable job duties as requested by Supervisors.
  • Address guests' service needs in a professional, positive, and timely manner. Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust. Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible. Assist other employees to ensure proper coverage and prompt guest service. Thank guests with genuine appreciation and provide a fond farewell. Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
  • Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call. Speak to guests and co-workers using clear, appropriate and professional language. Talk with and listen to other employees to effectively exchange information. Provide assistance to coworkers, ensuring they understand their tasks. Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email). Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness. Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
  • Coordinate tasks and work with other departments to ensure that the department runs efficiently. Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties. Assign and ensure work tasks are completed on time and that they meet appropriate quality standards. Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements. Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
  • Support all co-workers and treat them with dignity and respect. Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality. Develop and maintain positive and productive working relationships with other employees and departments. Partner with and assist others to promote an environment of teamwork and achieve common goals. Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
  • Comply with quality assurance expectations and standards.
  • Enter and locate work-related information using computers and/or point of sale systems. Read and visually verify information in a variety of formats (e.g., small print). Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
  • Verify all reservation information with callers to ensure accuracy. Accommodate and document special requests in an accurate and efficient manner. Assign confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing and/or faxing these numbers. Determine the most appropriate room type to meet guest requirements and maximize room rate. Explain guarantee and cancellation policies to callers. Use sales techniques when assisting guests in making reservations, including personalizing calls, obtaining complete guest needs, suggesting alternate dates or directing guests to sister properties on sold out days. Answer guest questions about property facilities/services (e.g., hours of operation, room availability, restricted dates, rates and room types, packages, promotions, entertainment, restaurants, special events). Describe room accommodations and benefit feature sale amenities to guests. Communicate information regarding designated VIP reservations, including VIP name, company, and title to upper level management. Identify guest reservation needs by asking open-ended questions to obtain all necessary information, including enrollment in Marriott Rewards program. Identify repeat guests using appropriate codes. Follow “up selling” techniques and sales strategies in order to maximize property revenue.
  • Input and access data in reservation system by entering correct information into proper fields, including Marriott Rewards number, and asking for travel agency IATA and FIT numbers (i.e., flags, comments, guest messages). Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Verify availability of room type, rate, and occupancy before confirming any reservations. Inform guests of rules and regulations regarding qualifying rates (e.g., government and special corporate rates and discounts).
  • 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. Document information for manual reservations on designated forms and enter information into the reservation system.
  • Respond to any challenges found for accommodating rooming requests by communicating with guest or group contact, Sales Department, or Front Desk. Oversee accuracy of room blocks and reservations. Remove group room blocks from general inventory by entering information into reservation system (MARSHA, Fidelio, OPERA). Communicate with Sales Coordinators and property staff to resolve errors related to group market codes not matching in the PMS and MARSHA systems.
  • Set-up proper billing accounts (i.e., share-with, room/tax/incidentals, tax exempt, direct/special billing, group bookings) according to Accounting policies.
  • Communicate and instill company values and/or culture to new employees. Review and implement new Reservations procedures.
  • Troubleshoot and resolve guest issues and concerns or refer to appropriate contacts, based on the type of issue. Follow proper escalation procedures when addressing guest concerns.

FAQs

What is the job title for this position?

The job title for this position is Reservations Agent.

Where is the Cape Town Marriott Hotel Crystal Towers located?

The hotel is located at the Corner of Century Boulevard and Rialto Road, Cape Town, South Africa, 7441.

What are the working hours for this position?

This position is full-time.

Is this position management or non-management?

This position is classified as non-management.

What qualifications are required for the Reservations Agent role?

A high school diploma or G.E.D. equivalent is required.

How much related work experience is necessary for this position?

At least 1 year of related work experience is required.

Is supervisory experience necessary for this role?

No supervisory experience is required for this role.

What skills are important for a Reservations Agent?

Important skills include customer service orientation, communication, problem-solving, teamwork, and familiarity with reservation software.

What is the primary responsibility of a Reservations Agent?

The primary responsibility is to oversee the accuracy of room blocks, reservations, and group market codes, along with processing reservation requests and addressing guest service needs.

What type of training will be provided?

The role includes assisting management in training new employees about company values, job roles, and procedures.

Are there opportunities for career development in this position?

Yes, there are opportunities for training, development, and recognition within the company.

Does Marriott International have a commitment to diversity and inclusion?

Yes, Marriott International is committed to hiring a diverse workforce and sustaining an inclusive, people-first culture.

What should I expect in terms of company policies regarding guest and coworker privacy?

The company policies protect the privacy and security of guests and coworkers and maintain confidentiality of proprietary materials and information.

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Marriott International

Travel & Leisure
Industry
10,001+
Employees
1927
Founded Year

Mission & Purpose

Marriott International, Inc. is based in Bethesda, Maryland, USA, and encompasses a portfolio of nearly 8,300 properties under 30 leading brands spanning 138 countries and territories. Its heritage can be traced to a root beer stand opened in Washington, D.C., in 1927 by J. Willard and Alice S. Marriott. Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws. Community Guidelines: We reserve the right to remove without any notice content that we determine in our sole discretion is offensive or illegal, contains personally identifiable information, trademarks or copyrights belonging to a third party, advertises a third party’s products or services, or is otherwise inappropriate. Application Tips: We encourage job seekers to protect themselves from email and recruiting scams. Please note: 1) We do not accept applications via email or fax; 2) We never ask for money as part of the application process; 3) We only contact job applicants from approved email domains.

Benefits

  • Travel Perks & Benefits

    We encourage you to explore the world around you, so we offer generous hotel and food discounts at thousands of our global properties. What a way to travel! We look after our associates, which is why we also have a comprehensive and competitive benefits program.

  • Recognition & Rewards

    Marriott recognizes success and commitment. We honor and encourage leadership and exceptional service. We also give bonuses for successful referrals and we reward long service. We believe hard work should be acknowledged.

  • Growth Opportunities

    Marriott believes in a career that flourishes with you. We also believe that wider experiences often provide a more enriching experience. We offer professional development, mentoring and training to help you get to where you want to go.