Reservation agent

Company description:

Marriott International is the world’s leading global hospitality company, with more brands, more hotels and more opportunities for associates to grow and succeed. With 5,700 properties, you’ll find us in your neighborhood and in more than 110 countries across the globe.

Find Your World.™

Hotel description:

120 sumptuous guest suites feature a unique identity of discreet luxury. The hotel will embrace a specialty grill restaurant where guests enjoy an unrivaled service and sample the best ingredients or indulge in the flawless luxury of Iridium Spa after a long day of captivating city impressions or business meetings.

POSITION PURPOSE:

Assist in the management of rooms inventory to maximize rooms revenue, as well as maintain accuracy of information and enhance automation efforts in reservation system. Assist in the preparation of competitive analysis and other supporting documents for presentation at sales strategy meetings. Assist in managing room authorizations, rates, and restrictions, including communicating rate restrictions and strategy to properties. Perform all Revenue Management month end reporting and auditing and provide forward looking information for the purposes of forecasting, targeting need areas and balancing financial expectations.

Assist with system maintenance including but not limited to, inputting rate hurdles, monitoring forecasted demand, updating group forecasting and running daily system checks. Assist with training of new associates as necessary on revenue management tools. Assist in the implementation of hotel sales strategies in the reservation and inventory systems.

Follow all company policies and procedures; ensure uniform and personal appearances 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; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards.

Revenue Administrative Duties

Assist in the preparation of the agenda, critiques tracking, competitive analysis and other supporting documents for presentation at sales strategy meetings.

Assist in the implementation of hotel sales strategy in the reservation and inventory systems.

Escalate technical questions related to the reservations and property management systems to the correct support desk in a timely manner.

Compile group pace and productivity reports.

Update market and property specific sales strategy reports on a daily basis.

Assist with training of new associates as necessary on revenue management tools.

Assist with system maintenance including but not limited to, inputting rate hurdles, monitoring forecasted demand, updating group forecasting and running daily system checks.

Inventory Control

• Assist in the management of rooms inventory to maximize rooms revenue as well as maintain accurate reservation system information.
• Assist in managing room authorizations, rates, and restrictions, including communicating with rate restrictions and strategy to properties.
• Facilitate completion of Competitive Pricing Analysis. Generate all necessary reports for Revenue Management meetings.

Computer Skills

• Use computer systems and software packages to input, access, modify, store, or output information.
• Enter and retrieve data from computer systems using a keyboard, mouse or trackball.

Guest Relations

• Address guests' service needs in a professional, positive, and timely manner.
• Thank guests with genuine appreciation and provide a fond farewell.
• 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.
• 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.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Answer guest questions about property facilities/services (e.g., hours of operation, rates and room types, packages, promotions, entertainment, restaurants, special events).
• Accommodate and document special requests.

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.
• 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.

CRITICAL COMPETENCIES

Analytical Skills

• Computer Skills
• Learning
• Decision-Making
• Arithmetic Computation

Interpersonal Skills

• Customer Service Orientation
• Interpersonal Skills
• Diversity Relations

Communications

• Communication
• Listening
• Telephone Etiquette Skills
• English Language Proficiency
• Applied Reading

Personal Attributes

• Integrity
• Dependability
• Positive Demeanor

Administration

• Typing
• Microsoft Office

Organization

• Detail Orientation
• Multi-tasking

PREFERRED QUALIFICATIONS

Education

High school diploma/G.E.D. equivalent

Related Work Experience

At least 1 year of related work experience

Supervisory Experience

No supervisory experience is required