Reservations Sales Agent - Protea Hotel by Marriott OR Tambo Airport

Oversee accuracy of room blocks reservations and group market codes. Communicate company values and/or 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. Setup 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 and 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; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats. Move lift carry push pull and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies and procedures.
• Ensure uniform nametags and personal appearance are clean hygienic professional and in compliance with company policies and procedures.
• Protect company tools equipment machines or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Address guests service needs in a professional positive and timely manner.
• 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.
• 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.
• Assist other employees to ensure proper coverage and prompt guest service.
• Thank guests with genuine appreciation and provide a fond farewell.
• Engage guests in conversation regarding their stay property services and area attractions/offerings.

Communication

• Answer telephones using appropriate etiquette including answering the phone within 3 rings answering with a smile in ones 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.
• Speak to guests and coworkers using clear appropriate and professional language.
• Talk with and listen to other employees to effectively exchange information.
• Provide assistance to coworkers ensuring they understand their tasks.
• Exchange information with other employees using electronic devices (e.g. pagers and twoway radios email).
• Prepare and review written documents (e.g. daily logs business letters memoranda reports) including proofreading and editing written information to ensure accuracy and completeness.
• Discuss work topics activities or problems with coworkers supervisors or managers discreetly and quietly avoiding public areas of the property.

Assists Management

• Coordinate tasks and work with other departments to ensure that the department runs efficiently.
• Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
• Encourage and motivate employees to perform their best take responsibility for tasks and assignments make decisions and provide input on possible improvements.
• Ensure that hourly employees are trained on company core values job roles responsibilities and technical and service aspects of the job.

Working with Others

• Support all coworkers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact respect diplomacy and confidentiality.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• Actively listen to and consider the concerns of other employees responding appropriately and effectively.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• Enter and locate workrelated information using computers and/or point of sale systems.
• Read and visually verify information in a variety of formats (e.g. small print).
• Move lift carry push pull and place objects weighing less than or equal to 10 pounds without assistance.

Reservation Services

• Verify all reservation information with callers to ensure accuracy.
• Accommodate and document special requests in an accurate and efficient manner.
• Assign confirmation/cancellation numbers and clearly relay this information to callers giving them the option of emailing and/or faxing these numbers.
• Determine the most appropriate room type to meet guest requirements and maximize room rate.
• Explain guarantee and cancellation policies to callers.
• Use sales techniques when assisting guests in making reservations including personalizing calls obtaining complete guest needs suggesting alternate dates or directing guests to sister properties on sold out days.
• Answer guest questions about property facilities/services (e.g. hours of operation room availability restricted dates rates and room types packages promotions entertainment restaurants special events).
• Describe room accommodations and benefit feature sale amenities to guests.
• Communicate information regarding designated VIP reservations including VIP name company and title to upper level management.
• Identify guest reservation needs by asking openended questions to obtain all necessary information including enrollment in Marriott Rewards program.
• Identify repeat guests using appropriate codes.
• Follow up selling techniques and sales strategies in order to maximize property revenue.

Reservation Processing

• Input and access data in reservation system by entering correct information into proper fields including Marriott Rewards number and asking for travel agency IATA and FIT numbers (i.e. flags comments guest messages).
• Process all reservation requests changes and cancellations received by phone fax or mail.
• Verify availability of room type rate and occupancy before confirming any reservations.
• Inform guests of rules and regulations regarding qualifying rates (e.g. government and special corporate rates and discounts).
  
• Indicate special room reservation types (e.g. complimentary rooms employee discounts travel agent inspection rates and wholesale reservations) by inputting the correct code and rate into the reservation system.
• Document information for manual reservations on designated forms and enter information into the reservation system.

Inventory/Rooms Control

• Respond to any challenges found for accommodating rooming requests by communicating with guest or group contact Sales Department or Front Desk.
• Oversee accuracy of room blocks and reservations.
• Remove group room blocks from general inventory by entering information into reservation system (MARSHA Fidelio OPERA).
• Communicate with Sales Coordinators and property staff to resolve errors related to group market codes not matching in the PMS and MARSHA systems.

Reservation Billing

• Setup proper billing accounts (i.e. sharewith room/tax/incidentals tax exempt direct/special billing group bookings) according to Accounting policies.

Reservation Training

• Communicate and instill company values and/or culture to new employees.
• Review and implement new Reservations procedures.

Guest Relations

• Troubleshoot and resolve guest issues and concerns or refer to appropriate contacts based on the type of issue.
• Follow proper escalation procedures when addressing guest concerns.

Analytical Skills

• Computer Skills
• Problem Solving
• DecisionMaking
• Learning

Interpersonal Skills

• Customer Service Orientation
• Interpersonal Skills
• Team Work
• Diversity Relations

Communications

• Telephone Etiquette Skills
• English Language Proficiency
• Communication
• Listening
• Applied Reading
• Form Report and Log Completion
• Writing

Personal Attributes

• Positive Demeanor
• Integrity
• Dependability
• Adaptability/Flexibility
• Presentation
• Stress Tolerance
• Initiative

Organization

• Detail Orientation
• Time Management
• MultiTasking
• Planning and Organizing

Reservations

• Reservation Policy
• Reservation Procedures
• Reservation Software

Sales

• Typing
• Diligence

Education

High school diploma/G.E.D. equivalent

Related Work Experience

At least 1 years of related work experience

Supervisory Experience

no supervisory experience required