Reservations Coordinator

hace 4 semanas

Barcelona, Barcelona, España Marriott International A tiempo completo

Hotel Operations Trainee

At Marriott International, we're committed to providing our guests with exceptional service and a memorable experience. As a Hotel Operations Trainee, you'll play a key role in delivering this promise.

Key Responsibilities:

  • Actively listen and respond positively to guest questions, concerns, and requests using our brand-specific process to resolve issues and build trust.
  • Address guests' service needs in a professional, positive, and timely manner.
  • Anticipate guests' service needs, including asking questions to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
  • Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
  • Thank guests with genuine appreciation and provide a fond farewell.
  • Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

Communication Skills:

  • Speak to guests and co-workers using clear, appropriate, and professional language.
  • 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 the appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
  • Talk with and listen to other employees to effectively exchange information.

Working with Others:

  • Support all co-workers and treat them with dignity and respect.
  • Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Quality Assurance/Quality Improvement:

  • Comply with quality assurance expectations and standards.

Physical Tasks:

  • 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.
  • Determine the most appropriate room type to meet guest requirements and maximize room rate.
  • Explain guarantee and cancellation policies to callers.
  • Describe room accommodations and benefit feature sale amenities to guests.
  • 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, including hours of operation, room availability, restricted dates, rates, and room types, packages, promotions, entertainment, restaurants, and special events.
  • Assign confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing and/or faxing these numbers.
  • Identify guest reservation needs by asking open-ended questions to obtain all necessary information, including enrollment in Marriott Rewards.
  • Follow 'up-selling' techniques and sales strategies to maximize property revenue.
  • Identify repeat guests using appropriate codes.

Reservation Processing:

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

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