JOB SUMMARY
The Reservations Agent is responsible in handling customer calls and inquiries pertaining to room reservations in a standardized and professional manner according to Marriott policy and procedures, with a focus on revenue maximization and quality. The Reservations Agent is responsible for all reservation related operations for Le Meridien Al Aqah Beach Resort Fujairah and Al Maha, a Luxury Collection Desert Resort and Spa.
SCOPE / BUSINESS CONTEXT

• A Full Time position based at JW Marriott Marquis Dubai
• Number of Direct Reports \xe2\x80\x93 0
• Titles of Direct Reports \xe2\x80\x93 Not applicable CANDIDATE PROFILE

Experience:

• Minimum of 1-year experience of a similar position within a five star hotel

Skills and Knowledge

• Telephone etiquette
• Knowledge of Marsha and Opera
• Strong communication skills (verbal, listening, writing)
• Strong problem-solving skills
• Strong customer and associate relation skills
• Strong presentation and platform skills
• Strong organization skills
• Strong \xe2\x80\x9cClosing skills\xe2\x80\x9d
• Strong \xe2\x80\x9cpersuasion\xe2\x80\x9d skills
• Effective decision-making skills

Education or Certification

• Professional Certification (University Degree, Hotel School Diploma)

Reservations Agent
JW Marriott Marquis Hotel Dubai Hotel
Marriott Confidential and Proprietary Information
SPECIFIC DUTIES
The following are specific responsibilities and contributions critical to the successful performance of the position:
BUSINESS RESULTS
Reservations Technical Expertise
1) Verify all reservation information with callers to ensure accuracy.
2) Accommodate and document special requests in an accurate and efficient manner.
3) Assign confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing and/or faxing these numbers.
4) Determine the most appropriate room type to meet guest requirements and maximize room rate.
5) Explain guarantee and cancellation policies to callers.
6) 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.
7) 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).
8) Describe room accommodations and benefit feature sale amenities to guests.
9) Communicate information regarding designated VIP reservations, including VIP name, company, and title to management and operations team.
10) Identify guest reservation needs by asking open-ended questions to obtain all necessary information, including enrollment in Marriott Rewards program.
11) Identify repeat guests using appropriate codes.
12) Follow \xe2\x80\x9cup selling\xe2\x80\x9d techniques and sales strategies to maximize revenue.
13) 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 N numbers (i.e., flags, comments, guest messages).
14) Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
15) Verify availability of room type, rate, and occupancy before confirming any reservations.
16) Inform guests of rules and regulations regarding qualifying rates (e.g., government and special corporate rates and discounts).
17) 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.
18) Ensure Stars, Virtuoso and AMEX F+R bookings are replied to in a timely manner, benefits are communicated to the travel agent and guests are flagged as VIP in the system at the time of bookings.
19) Document information for manual reservations on designated forms and enter information into the reservation system.
20) Respond to any challenges in accommodating rooming requests by communicating with guest or group contact, Sales Department, or Front Desk.
21) Oversee accuracy of room blocks and reservations.
22) Remove group room blocks from general inventory by entering information into reservation system (MARSHA, OPERA).
23) Communicate with Sales and property staff to resolve errors related to group market codes not matching in the PMS and MARSHA systems.
24) Set-up proper billing accounts (i.e., share-with, room/tax/incidentals, tax exempt, direct/special billing, group bookings) according to accounting policies.
Reservations Agent
JW Marriott Marquis Hotel Dubai Hotel
Marriott Confidential and Proprietary Information
COMPETENCIES
BUILDING RELATIONSHIPS
Personally building productive relationships and fostering a positive climate for teamwork.
1) Treats people fairly, with dignity and respect.
2) Works to meet goals in a manner that does not disadvantage other employees or groups.
3) Demonstrates business ethics and personal integrity, i.e., is widely trusted; is seen as a direct, truthful individual.
4) Listens and responds to others.
5) Is interested in other\xe2\x80\x99s views even if they counter own views.
GENERATING TALENT AND ORGANIZATIONAL CAPABILITY
Building the organization\xe2\x80\x99s capability through effective talent management and organizational capability practices.
1) Discusses problems immediately with others before they are forgotten or get out of control.
2) Actively pursues self-development.
3) Explains own rationale and thought processes to help employees improve their skills.
4) Performs all technical/procedural requirements of the job.
5) Effectively manages resources.
LEADERSHIP
Generating profitable business strategies and motivating the team in the desired direction.
1) Demonstrates commitment to JW Marriott operating principles and philosophies.
2) Holds self and others accountable for achieving results.
3) Addresses conflict in a timely manner.
4) Contributes to team results.
5) Deals with change effectively.
6) Makes decisions, including employees/team and commits to a course of action with available information.
LEARNING AND APPLYING PROFESSIONAL EXPERTISE
Actively pursuing learning to build own capacity and to apply learning.
1) Acts independently to improve and increase skills and knowledge.
2) Demonstrates an awareness of personal strengths and areas for professional improvement.
3) Shares learnings, innovations, and best practices with others.
4) Is willing to learn from others.
MANAGING WORK EXECUTION
Aligning accountability, authority, resources, and control systems.
1) Adheres to all standards, policies, and procedures (SOPs, etc.).
2) Effectively uses sales resources and administrative/support staff.
3) Approaches work with a sense of urgency and purpose.
4) Allocates time and resources effectively when faced with competing demands.
5) Overcomes obstacles to accomplish challenging objectives.
6) Follows through on inquiries, requests, and complaints.
Reservations Agent
JW Marriott Marquis Hotel Dubai Hotel
Marriott Confidential and Proprietary Information
OTHER
Safety and Security
1) Reports work-related accidents, or other injuries immediately upon occurrence to manager/supervisor
2) Follows company and department safety and security policies and procedures to ensure a clean, safe, and secure environment
3) Notifies Loss Prevention/Security of any guest reports of theft
Policies and Procedures
1) Follows company, hotel and department policies and procedures
2) Follows Marriott International Hotels Limited Regional Office policies and procedures
3) Protects the privacy and security of guests and coworkers
4) Maintains confidentiality of proprietary materials and information
5) Ensures uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures
6) Protects company tools, equipment, machines, or other assets in accordance with company policies and procedures
7) Performs other reasonable job duties as requested by Supervisors and Management
8) Working hours as required to do your job but normally not less than 54 hours per week
Guest Relations
1) Actively listens and responds positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, JW Symphony of Service) to resolve issues, delight, and build trust
2) Assists other employees to ensure proper coverage and prompt guest service
3) Anticipates 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
4) Addresses guests\' service needs in a professional, positive, and timely manner
5) Engages guests in conversation regarding their stay, property services, and area attractions/offerings
6) Thanks guests with genuine appreciation and provide a fond farewell
7) Welcomes and acknowledges each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest\'s name when possible
8) Supplies guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities
Communication
1) Answers 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
2) Speaks to guests and co-workers using clear, appropriate and professional language
3) Talk with and listen to other employees to effectively exchange information
Working with Others
1) Supports all co-workers and treat them with dignity and respect
2) Handles sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality
3) Develops and maintains positive and productive working relationships with other employees and departments
4) Partners with and assist others to promote an environment of teamwork and achieve common goals
Quality Assurance/Quality Improvement
1) Complies with quality assurance expectations and standards, e.g. GuestVoice and JW Marriott Brand Standard Audit
Reservations Agent
JW Marriott Marquis Hotel Dubai Hotel
Marriott Confidential and Proprietary Information
Physical Tasks
2) Enters and locates work-related information using computers and/or point of sale systems
3) Stands, sits, or walks for an extended period of time or for an entire work shift
4) Reads and visually verifies information in a variety of formats (e.g., small print).
5) Moves, lifts, carries, pushes, pulls, and places objects weighing less than or equal to 10 pounds without assistance