Reservations Agent

Job Number ‎23018560
Job Category Reservations
Location JW Marriott Marquis Hotel Dubai, Sheikh Zayed Road Business Bay,
Dubai, United Arab Emirates, United Arab Emirates VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management

POSITION SUMMARY

The Reservations Agent is responsible in handling customer calls and inquiries
pertaining to room reservations in a standardized and professional manner
according to Marriott policy and procedures, with a focus on revenue
maximization and quality. The Reservations Agent is responsible for all
reservation related operations for Le Meridien Al Aqah Beach Resort Fujairah
and Al Maha, a Luxury Collection Desert Resort and Spa.
SCOPE / BUSINESS CONTEXT
* A Full Time position based at JW Marriott Marquis Dubai
* Number of Direct Reports - ‎0
* Titles of Direct Reports - Not applicable CANDIDATE PROFILE
Experience:
* Minimum of ‎1-year experience of a similar position within a five star hotel
Skills and Knowledge
* Telephone etiquette
* Knowledge of Marsha and Opera
* Strong communication skills (verbal, listening, writing)
* Strong problem-solving skills
* Strong customer and associate relation skills
* Strong presentation and platform skills
* Strong organization skills
* Strong "Closing skills"
* Strong "persuasion" skills
* Effective decision-making skills
Education or Certification
* Professional Certification (University Degree, Hotel School Diploma)
Reservations Agent
JW Marriott Marquis Hotel Dubai Hotel
Marriott Confidential and Proprietary Information
SPECIFIC DUTIES
The following are specific responsibilities and contributions critical to the
successful performance of the position:
BUSINESS RESULTS
Reservations Technical Expertise
‎1) Verify all reservation information with callers to ensure accuracy.
‎2) Accommodate and document special requests in an accurate and efficient
manner.
‎3) Assign confirmation/cancellation numbers and clearly relay this information
to callers, giving them the option of emailing and/or faxing these numbers.
‎4) Determine the most appropriate room type to meet guest requirements and
maximize room rate.
‎5) Explain guarantee and cancellation policies to callers.
‎6) 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.
‎7) 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).
‎8) Describe room accommodations and benefit feature sale amenities to guests.
‎9) Communicate information regarding designated VIP reservations, including
VIP name, company, and title to management and operations team.
‎10) Identify guest reservation needs by asking open-ended questions to obtain
all necessary information, including enrollment in Marriott Rewards program.
‎11) Identify repeat guests using appropriate codes.
‎12) Follow "up selling" techniques and sales strategies to maximize revenue.
‎13) 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 N numbers (i.e., flags, comments, guest messages).
‎14) Process all reservation requests, changes, and cancellations received by
phone, fax, or mail.
‎15) Verify availability of room type, rate, and occupancy before confirming
any reservations.
‎16) Inform guests of rules and regulations regarding qualifying rates (e.g.,
government and special corporate rates and discounts).
‎17) 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.
‎18) Ensure Stars, Virtuoso and AMEX F+R bookings are replied to in a timely
manner, benefits are communicated to the travel agent and guests are flagged
as VIP in the system at the time of bookings.
‎19) Document information for manual reservations on designated forms and enter
information into the reservation system.
‎20) Respond to any challenges in accommodating rooming requests by
communicating with guest or group contact, Sales Department, or Front Desk.
‎21) Oversee accuracy of room blocks and reservations.
‎22) Remove group room blocks from general inventory by entering information
into reservation system (MARSHA, OPERA).
‎23) Communicate with Sales and property staff to resolve errors related to
group market codes not matching in the PMS and MARSHA systems.
‎24) Set-up proper billing accounts (i.e., share-with, room/tax/incidentals,
tax exempt, direct/special billing, group bookings) according to accounting
policies.
Reservations Agent
JW Marriott Marquis Hotel Dubai Hotel
Marriott Confidential and Proprietary Information
COMPETENCIES
BUILDING RELATIONSHIPS
Personally building productive relationships and fostering a positive climate
for teamwork.
‎1) Treats people fairly, with dignity and respect.
‎2) Works to meet goals in a manner that does not disadvantage other employees
or groups.
‎3) Demonstrates business ethics and personal integrity, i.e., is widely
trusted; is seen as a direct, truthful individual.
‎4) Listens and responds to others.
‎5) Is interested in other's views even if they counter own views.
GENERATING TALENT AND ORGANIZATIONAL CAPABILITY
Building the organization's capability through effective talent management and
organizational capability practices.
‎1) Discusses problems immediately with others before they are forgotten or get
out of control.
‎2) Actively pursues self-development.
‎3) Explains own rationale and thought processes to help employees improve
their skills.
‎4) Performs all technical/procedural requirements of the job.
‎5) Effectively manages resources.
LEADERSHIP
Generating profitable business strategies and motivating the team in the
desired direction.
‎1) Demonstrates commitment to JW Marriott operating principles and
philosophies.
‎2) Holds self and others accountable for achieving results.
‎3) Addresses conflict in a timely manner.
‎4) Contributes to team results.
‎5) Deals with change effectively.
‎6) Makes decisions, including employees/team and commits to a course of action
with available information.
LEARNING AND APPLYING PROFESSIONAL EXPERTISE
Actively pursuing learning to build own capacity and to apply learning.
‎1) Acts independently to improve and increase skills and knowledge.
‎2) Demonstrates an awareness of personal strengths and areas for professional
improvement.
‎3) Shares learnings, innovations, and best practices with others.
‎4) Is willing to learn from others.
MANAGING WORK EXECUTION
Aligning accountability, authority, resources, and control systems.
‎1) Adheres to all standards, policies, and procedures (SOPs, etc.).
‎2) Effectively uses sales resources and administrative/support staff.
‎3) Approaches work with a sense of urgency and purpose.
‎4) Allocates time and resources effectively when faced with competing demands.
‎5) Overcomes obstacles to accomplish challenging objectives.
‎6) Follows through on inquiries, requests, and complaints.
Reservations Agent
JW Marriott Marquis Hotel Dubai Hotel
Marriott Confidential and Proprietary Information
OTHER
Safety and Security
‎1) Reports work-related accidents, or other injuries immediately upon
occurrence to manager/supervisor
‎2) Follows company and department safety and security policies and procedures
to ensure a clean, safe, and secure environment
‎3) Notifies Loss Prevention/Security of any guest reports of theft
Policies and Procedures
‎1) Follows company, hotel and department policies and procedures
‎2) Follows Marriott International Hotels Limited Regional Office policies and
procedures
‎3) Protects the privacy and security of guests and coworkers
‎4) Maintains confidentiality of proprietary materials and information
‎5) Ensures uniform, nametags, and personal appearance are clean, hygienic,
professional and in compliance with company policies and procedures
‎6) Protects company tools, equipment, machines, or other assets in accordance
with company policies and procedures
‎7) Performs other reasonable job duties as requested by Supervisors and
Management
‎8) Working hours as required to do your job but normally not less than ‎54
hours per week
Guest Relations
‎1) Actively listens and responds positively to guest questions, concerns, and
requests using brand or property specific process (e.g., LEARN, JW Symphony of
Service) to resolve issues, delight, and build trust
‎2) Assists other employees to ensure proper coverage and prompt guest service
‎3) Anticipates 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
‎4) Addresses guests' service needs in a professional, positive, and timely
manner
‎5) Engages guests in conversation regarding their stay, property services, and
area attractions/offerings
‎6) Thanks guests with genuine appreciation and provide a fond farewell
‎7) Welcomes and acknowledges each and every guest with a smile, eye contact,
and a friendly verbal greeting, using the guest's name when possible
‎8) Supplies guests/residents with directions and information regarding
property amenities, services, and hours of operation, and local areas of
interest and activities
Communication
‎1) Answers 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
‎2) Speaks to guests and co-workers using clear, appropriate and professional
language
‎3) Talk with and listen to other employees to effectively exchange information
Working with Others
‎1) Supports all co-workers and treat them with dignity and respect
‎2) Handles sensitive issues with employees and/or guests with tact, respect,
diplomacy, and confidentiality
‎3) Develops and maintains positive and productive working relationships with
other employees and departments
‎4) Partners with and assist others to promote an environment of teamwork and
achieve common goals
Quality Assurance/Quality Improvement
‎1) Complies with quality assurance expectations and standards, e.g. GuestVoice
and JW Marriott Brand Standard Audit
Reservations Agent
JW Marriott Marquis Hotel Dubai Hotel
Marriott Confidential and Proprietary Information
Physical Tasks
‎2) Enters and locates work-related information using computers and/or point of
sale systems
‎3) Stands, sits, or walks for an extended period of time or for an entire work
shift
‎4) Reads and visually verifies information in a variety of formats (e.g.,
small print).
‎5) Moves, lifts, carries, pushes, pulls, and places objects weighing less than
or equal to ‎10 pounds without assistance

Marriott International is an equal opportunity employer. We believe in hiring
a diverse workforce and sustaining an inclusive, people-first culture. We are
committed to non-discrimination on any protected basis, such as disability and
veteran status, or any other basis covered under applicable law.

Marriott International portfolio of brands includes both JW Marriott and
Marriott Hotels.

Marriott Hotels , Marriott International's flagship brand with more than
‎500 global locations, is advancing the art of hosting so that our guests can
travel brilliantly. As a host with Marriott Hotels, you will help keep this
promise by delivering premium choices, sophisticated style, and well-crafted
details. With your skills and imagination, together we will innovate and
reinvent the future of travel.

JW Marriott is part of Marriott International's luxury portfolio and
consists of more than ‎80 beautiful properties in gateway cities and
distinctive resort locations around the world. JW believes our associates come
first. Because if you're happy, our guests will be happy. It's as simple as
that. Our hotels offer a work experience unlike any other, where you'll be
part of a community and enjoy a true camaraderie with a diverse group of co-
workers. JW creates opportunities for training, development, recognition and
most importantly, a place where you can really pursue your passions in a
luxury environment. Treating guests exceptionally starts with the way we take
care of our associates. That's The JW Treatment™.