Position Summary Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type. 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. Follow proper escalation procedures when addressing guest concerns. Responsibilities Verify all reservation information with callers to ensure accuracy. Accommodate and document special requests accurately and efficiently. 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 (e.g., hours of operation, room availability, restricted dates, rates and room types, packages, promotions, entertainment, restaurants, special events). Assign confirmation/cancellation numbers and clearly relay this information to callers, providing the option of emailing and/or faxing the numbers. Identify guest reservation needs by asking open‑ended questions to obtain all necessary information, including enrollment in Marriott Rewards program. Follow “up‑selling” techniques and sales strategies to maximize property revenue. Identify repeat guests using appropriate codes. Inform guests of rules and regulations regarding qualifying rates (e.g., government and special corporate rates and discounts). 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 FIT numbers (i.e., flags, comments, guest messages). 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. Follow proper escalation procedures when addressing guest concerns. Standards compliance: follow company policies and procedures; maintain confidentiality of proprietary information; protect company assets and guest privacy and security. Present surface appearance: uniform and professional appearance, clean and professional attire. Communicate with guests and co‑workers using clear, professional language; answer telephones with appropriate etiquette and proper greeting. Support teamwork: develop and maintain positive working relationships, assist others, and support team goals. Quality assurance: comply with quality assurance expectations and standards. Physical tasks: move, lift, carry, push, pull, and place objects weighing ≤10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors. Skills & Attributes Computer skills Learning ability Customer service orientation Interpersonal skills Teamwork Diversity relations Telephone etiquette skills English language proficiency Listening Communication Applied reading Typing Integrity Dependability Positive demeanor Qualifications Education: High school diploma/G.E.D. equivalent Related work experience: No related work experience required Supervisory experience: No supervisory experience required Equal Opportunity Statement At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non‑discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. #J-18808-Ljbffr