Cluster Reservations Agent, Marriott Bonvoy

Marriott Bonvoy

Location:

Philippines, Manila

Category:

Hospitality and Tourism

Contract Type:

Not provided

Salary:

Not provided

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Job Description:

Process all cluster reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type. Verify all reservation information with callers to ensure accuracy. 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. 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. Perform general office duties related to reservations. Troubleshoot, resolve, and document guest issues and concerns or escalate/refer to appropriate individual. Report accidents, injuries, and unsafe work conditions to manager. 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; provide assistance to coworkers, ensuring they understand their tasks. Develop and maintain positive working relationship with others; support team to reach common goals. Comply with quality assurance expectations and standards. 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.

Job Responsibility:

Process all cluster reservation requests, changes, and cancellations
Identify guest reservation needs and determine appropriate room type
Verify all reservation information with callers to ensure accuracy
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
Indicate special room reservation types by inputting the correct code and rate into the reservation system
Perform general office duties related to reservations
Troubleshoot, resolve, and document guest issues and concerns or escalate/refer to appropriate individual
Report accidents, injuries, and unsafe work conditions to manager
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
Provide assistance to coworkers, ensuring they understand their tasks
Develop and maintain positive working relationship with others
Support team to reach common goals
Comply with quality assurance expectations and standards
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

Requirements:

Process all cluster reservation requests, changes, and cancellations received by phone, fax, or mail
Identify guest reservation needs and determine appropriate room type
Verify all reservation information with callers to ensure accuracy
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
Indicate special room reservation types by inputting the correct code and rate into the reservation system
Perform general office duties related to reservations
Troubleshoot, resolve, and document guest issues and concerns or escalate/refer to appropriate individual
Report accidents, injuries, and unsafe work conditions to manager
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
Provide assistance to coworkers, ensuring they understand their tasks
Develop and maintain positive working relationship with others
Support team to reach common goals
Comply with quality assurance expectations and standards
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

Additional Information:

Job Posted:

March 22, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Cluster Reservations Agent