Reservations Agent

**Job Number** 23211267

**Job Category** Reservations

**Location** W Barcelona, Placa de la Rosa dels Vents 1, Barcelona, Barcelona, Spain VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Non-Management

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**Job Overview**

Assist management in training, motivating, and coaching employees; serve as a role model and first point of contact. 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.

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**Safety and security**

• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Follow company and department safety and security policies and procedures to ensure a clean, safe and secure environment.
• Report work related accidents, or others injuries immediately upon occurrence to manager/supervisor.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

**Policies and Procedures**

• Follow company and department policies and procedures.
• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of propriety materials and information.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

**Guest Relations**

• 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.
• Address guests' service needs in a professional, positive, and timely manner.
• 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.
• 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**

• Provide assistance to coworkers, ensuring they understand their task.
• Answer telephone using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one’s voice, using the caller’s 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.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Talk with and listen to other employees to effectively exchange information.
• Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.

**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.
• Actively listen to and consider the concerns of other employees, responding appropriately and effectively.

**Quality Assurance/Quality Improvement**

• Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings.
• Comply with quality assurance expectations and standards.
• Tourism and or Hotel Management.
• Fluent in English and Spanish, knowledge of Catalan and French is a plus.
• Knowledge of Opera PMS.
• Background of Marriott Systems is a plus.
• Problem resolution and self-motivated.
• Experience in reservations or customer service is a plus.
• Attention to detail and with customer focused mindset.
• Marriott International is an equal opportunity emp