Customer Service & Call Center Agent at Marriott International

Position Summary:

• As a Customer Service & Call Center Agent, you will play a vital role in ensuring our guests’ travel experiences start on the right note. You will handle reservation requests, changes, and cancellations efficiently while delivering exceptional customer service. Your ability to understand guest needs, provide accurate information, and use sales techniques will directly contribute to maximizing revenue and guest satisfaction.

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.