Cluster Reservation Agent

Additional information

This hotel is owned and operated by an independent franchisee, FAS Hospitality Company L.L.C. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

Responsibilities

Oversee accuracy of room blocks, reservations, and group market codes.

Communicate company values and 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, 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