Job Summary

The following are specific responsibilities and contributions critical to the successful performance of the position:

BUSINESS RESULTS

Reservations Technical Expertise

• 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 management and operations team.
• Identify guest reservation needs by asking open-ended questions to obtain all necessary information, including enrollment in Marriott Rewards program.
• Identify repeat guests using appropriate codes.
• Follow \xe2\x80\x9cup selling\xe2\x80\x9d techniques and sales strategies to maximize revenue.
• 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).
• 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.
• 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.
• Document information for manual reservations on designated forms and enter information into the reservation system.

Respond to any challenges in 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, OPERA).
• Communicate with Sales and property staff to resolve errors related to group market codes not matching in the PMS and MARSHA systems.
• Set-up proper billing accounts (i.e., share-with, room/tax/incidentals, tax exempt, direct/special billing, group bookings) according to accounting policies.

COMPETENCIES

BUILDING RELATIONSHIPS
Personally building productive relationships and fostering a positive climate for teamwork.

• Treats people fairly, with dignity and respect.
• Works to meet goals in a manner that does not disadvantage other employees or groups.
• Demonstrates business ethics and personal integrity, i.e., is widely trusted; is seen as a direct, truthful individual.
• Listens and responds to others.
• Is interested in other\'s views even if they counter own views.

GENERATING TALENT AND ORGANIZATIONAL CAPABILITY
Building the organization\'s capability through effective talent management and organizational capability practices.

• Discusses problems immediately with others before they are forgotten or get out of control.
• Actively pursues self-development.
• Explains own rationale and thought processes to help employees improve their skills.
• Performs all technical/procedural requirements of the job.
• Effectively manages resources.

LEADERSHIP
Generating profitable business strategies and motivating the team in the desired direction.

• Demonstrates commitment to JW Marriott operating principles and philosophies.
• Holds self and others accountable for achieving results.
• Addresses conflict in a timely manner.
• Contributes to team results.
• Deals with change effectively.
• 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.

• Acts independently to improve and increase skills and knowledge.
• Demonstrates an awareness of personal strengths and areas for professional improvement.
• Shares learnings, innovations, and best practices with others.
• Is willing to learn from others.

MANAGING WORK EXECUTION
Aligning accountability, authority, resources, and control systems.

• Adheres to all standards, policies, and procedures (SOPs, etc.).
• Effectively uses sales resources and administrative/support staff.
• Approaches work with a sense of urgency and purpose.
• Allocates time and resources effectively when faced with competing demands.
• Overcomes obstacles to accomplish challenging objectives.
• Follows through on inquiries, requests, and complaints.

OTHER

Safety and Security

• Reports work-related accidents, or other injuries immediately upon occurrence to manager/supervisor
• Follows company and department safety and security policies and procedures to ensure a clean, safe, and secure environment
• Notifies Loss Prevention/Security of any guest reports of theft
• Policies and Procedures
• Follows company, hotel and department policies and procedures
• Follows Marriott International Hotels Limited Regional Office policies and procedures
• Protects the privacy and security of guests and coworkers
• Maintains confidentiality of proprietary materials and information
• Ensures uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures
• Protects company tools, equipment, machines, or other assets in accordance with company policies and procedures
• Performs other reasonable job duties as requested by Supervisors and Management
• Working hours as required to do your job but normally not less than 54 hours per week

Guest Relations

• 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
• Assists other employees to ensure proper coverage and prompt guest service
• Anticipates guests\xe2\x80\x99 service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible
• Addresses guests\xe2\x80\x99 service needs in a professional, positive, and timely manner
• Engages guests in conversation regarding their stay, property services, and area attractions/offerings
• Thanks guests with genuine appreciation and provide a fond farewell
• Welcomes and acknowledges each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest\xe2\x80\x99s name when possible
• Supplies guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities

Communication

• Answers telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one\xe2\x80\x99s voice, using the callers\xe2\x80\x99 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
• Speaks to guests and co-workers using clear, appropriate and professional language
• Talk with and listen to other employees to effectively exchange information

Working with Others

• Supports all co-workers and treat them with dignity and respect
• Handles sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality
• Develops and maintains positive and productive working relationships with other employees and departments
• Partners with and assist others to promote an environment of teamwork and achieve common goals

Quality Assurance/Quality Improvement

• Complies with quality assurance expectations and standards, e.g. GuestVoice and JW Marriott Brand Standard Audit

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