Reservations Agent at Marriott International

• The above-mentioned position is currently available within the Reservations Department at Protea Hotel by Marriott Johannesburg Balalaika Sandton.

The successful candidate will be responsible for the following: 

• Greetings guests over the phone in a friendly, courteous manner (within 3 rings).
• Identify guest reservations needs by asking open ended questions and determine appropriate room types and maximize room rate.
• Dealing with incoming enquiries regarding accommodation availability, room types, rates, etc. within the required turnaround time.
• Process all reservation requests, changes and cancellations received by phone & email.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
• Enrolling guests to be Marriott Bonvoy members.
• Explain guarantee, special rate and cancellation policies to callers.
• Verify and record reservation information accurately.
• Accommodate and document special requests.
• Answer questions about property facilities/services and room accommodation.
• Follow sales techniques to maximize revenue by upselling rooms and promoting hotel restaurants and other services and facilities to guests.
• Input and access data into reservation systems (Opera, Marsha and Empower Reservations).
• Identify and record special billing instructions.
• Pre-block all special requests or VIP accommodation accurately.
• Contribute to maximum occupancy of the hotel by assisting in maintaining accurate inventory control for rooms.
• Acknowledge assigned reservation messages.
• Following up and conversion of enquiries is of utmost importance.
• Responsible for tidy administration, including keeping accurate records of all paper transactions, and filing all reservations in a systematic order for easy referral.
• Dealing with pro-forma invoices and following up on payment and vouchers.
• Responsible for online bookings (Third Party Websites).
• Responding to email queries.
• Responsible for Morning Reports, working out reservations statistics and balancing the hotel inventory.
• Booking of Leisure Groups and STO Series Blocks.
• Booking of Airlines Blocks and splitting of airline reservations.
• Assisting with Group & Conferencing enquiries and willing to learn the duties of this role.
• Comply with quality assurance expectations and standards.
• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Perform other reasonable job duties as requested by Supervisors and Managers.
• At least one year’s previous and recent experience required in Reservations or Front Office in a hotel.
• Experience in a Protea or Marriott Hotel would be beneficial.
• Good working knowledge of Opera, Marsha and Empower Reservations will be a distinctive advantage.
• Understanding of Retail Rates (Best Available Rate).
• Experience in MS Word, Outlook & Excel.
• An excellent telephone manner.
• A pleasant disposition.
• Adaptable to change.
• Be self-motivated and be able to take initiative.
• Be committed to the precise & thorough following of reservations systems & procedures.
• Planning, organizational and time management skills.
• Ability to work accurately under pressure.
• Support all co-workers and treat them with dignity and respect.
• TEAM player with a positive attitude.