Reservations agent

POSITION SUMMARY

In this role, you will drive the effectiveness of the Reservations department by ensuring flawless daily operations, impeccable communication, and unwavering alignment with JW Marriott's luxury standards.

Key responsibilities:

• Process all reservation requests, modifications, and cancellations received via phone, e-mail or OTAs (Online Travel Agencies


• Explain guarantee, special rate, and cancellation policies to callers; accommodate and document special requests


• Answer questions about property facilities/services and room accommodations


• Identify guest needs to determine the optimal room type and utilizing intuitive sales techniques to maximize hotel revenue, such as upselling suites or exclusive packages


• 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.


• Manage communications, including calls, emails, and guest interactions


• Ensure compliance with Marriott Operating Standards to maintain brand integrity


• Handle incoming calls, messages, and correspondence efficiently and professionally

What We Offer

Would you like to be part of a company that offers:

• Discounted accommodation in over 10,000 hotels worldwide – yes, over 10,000!


• ✈️ Unlimited career opportunities, both locally and internationally


• ️ Meal vouchers


• Medical benefits package


• ☕ €5 breakfast when staying in any of our European hotels


• Discounts on food and beverages in all our restaurants and bars


• ‍‍‍ Special rates for friends and family


• Wellness and mental health programs


• 21 days of annual leave, increasing with length of service


• World-class training and development opportunities


• Memorable associates’ events and celebrations


• Referral bonuses when you recommend friends to join our team

Ideal Candidate Profile

We are looking for a highly organized and proactive Reservations Agent who thrives in a dynamic, fast-paced luxury hospitality environment. 

Key qualifications and skills:

• Fluent written and spoken English, paired with clear, professional telephone etiquette


• Timeless and accuracy in work and assignments


• Proficiency with standard MS Office programs 


• Prior experience using Opera PMS or Marriott's MARSHA system represents a plus