Customer Service & Call Center Agent at Marriott International

Key Responsibilities:

• Process all reservation requests, changes, and cancellations received via phone, fax, or email.
• Identify guest reservation needs and recommend suitable room types and rates.
• Verify room availability and rates; accurately input data into the reservation system.
• Explain policies regarding guarantees, special rates, and cancellations.
• Accommodate and document special requests with precision.
• Answer guest inquiries about property facilities, services, and room accommodations.
• Use effective sales techniques to maximize revenue by promoting room features, upselling, and suggesting alternate dates or sister properties when applicable.
• Assign and clearly communicate confirmation or cancellation numbers, providing guests with the option to receive them via email or fax.
• Follow escalation procedures for guest concerns and ensure issues are addressed professionally.

Work Schedule:

• 5-day workweek with occasional weekend shifts.
• 2 days off per week.
• All work is conducted on-site.

Requirements:

• High school diploma or equivalent (G.E.D.).
• Proficiency in Microsoft applications; experience with CRM systems is a plus.
• Fluent and well-spoken English is essential.
• Strong customer service orientation and communication skills.
• Proficiency in telephone etiquette and clear, professional language.
• Ability to work collaboratively in a team and maintain positive relationships.
• Basic computer literacy and ability to learn reservation systems.

Preferred Qualifications:

• Previous experience in a similar role is a plus but not required.
• Familiarity with sales techniques and strategies.
• Multilingual skills are an advantage.