Reservations Agent

hace 3 semanas

Barcelona, España Marriott International, Inc A tiempo completo

**Job Number** 23058565

**Job Category** Reservations

**Location** The Barcelona EDITION, Avinguda de Francesc Cambo 14, Barcelona, Barcelona, Spain VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Non-Management

***

**RESUMEN DE LA POSICIÓN**

Responsible to process all reservation requests, changes, and cancellations received by phone, fax, or mail and identify guest reservation needs and determine appropriate room type. Work together with team members to verify availability of room type and rate. Will have the ability to explain guarantee, special rate, and cancellation policies to callers. Reservation Agents will accommodate and document special requests, answer questions about property facilities/services and room accommodations and 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. Follow proper escalation procedures when addressing guest concerns.

***

**CRITICAL TASKS / **_TAREAS IMPORTANTES_**

**Policies and Procedures **_/ Políticas y procedimientos_**
- Protect the privacy and security of guests and coworkers.

Proteger la privacidad y seguridad de los huéspedes y compañeros.
- Maintain confidentiality of proprietary materials and information.
- Mantener la confidencialidad de los materiales e información que sean propiedad del hotel._
- Follow company and department policies and procedures.
- Seguir las políticas y procedimientos de la compañía y el departamento._
- Perform other reasonable job duties as requested by Supervisors.
- Realizar otras tareas laborales razonables según lo soliciten los Supervisores._

**Guest Relations / **_Trato con el huésped_**
- 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.
- Anticipar las necesidades de los huéspedes, incluyendo hacer preguntas a los huéspedes para comprender mejor sus necesidades y observar/escuchar las preferencias de los huéspedes y actuar acorde a ellas siempre que sea posible._
- Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
- Dar la bienvenida y reconocer cada uno de los huéspedes con una sonrisa, contacto visual y un vocabulario de bienvenida amigable, usando el nombre del huésped siempre que sea posible. _
- Thank guests with genuine appreciation and provide a fond farewell.
- Agradecer a los huéspedes con aprecio y despedirles amablemente._
- Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
- Involucrar a los huéspedes en una conversación sobre su estancia, servicios del hotel y atracciones/visitas de la ciudad._

**Communication /**_ Comunicación_**
- Answer 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.
- Speak to guests and co-workers using clear, appropriate and professional language.
- Hablar a los huéspedes y compañeros de trabajo usando un lenguaje claro, apropiado y profesional._
- Talk with and listen to other employees to effectively exchange information.

Hablar y escuchar a otros empleados para un intercambio de información efectivo.

**Working with Others / **_Trabajar con otros_***
- Support all co-workers and treat them with dignity and respect.
- Ayudar a todos los compañeros y tratarlos con dignidad y respeto. _
- Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
- Manejar los problemas más sensibles con los empleados y/o huéspedes con tacto, respeto, diplomacia y confidencialidad._

**Quality Assurance/Quality Improvement / **_Garantía y Mejora de Calidad_**
- Comply with quality assurance expectations and standards.

**_Cumplir con las expectativas y estándares de garantía de calidad._**

**Physical Tasks **_/ Tareas Físicas_**
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
- Mover, levantar, transportar, empujar, tirar y colocar objetos que pesen menos de o igual a 10 kilos sin ayuda_

**Reservation Services / **_Ser

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