Reservations Expert

1 day ago

Scottsdale, Arizona, United States Marriott Full time

Job Overview
The Reservations Expert is a critical role within our team, responsible for processing all reservation requests, changes, and cancellations. This position requires excellent communication skills, attention to detail, and the ability to work effectively in a fast-paced environment.

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About the Job
We are seeking a highly skilled and organized individual to join our team as a Reservations Expert. As a key member of our guest services team, you will be responsible for ensuring seamless guest experiences from initial inquiry to departure. This includes verifying availability, explaining hotel policies, and making adjustments as needed.

You will also be required to communicate effectively with guests, colleagues, and external partners to ensure that all reservations are accurately processed and completed on time.

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Responsibilities
- 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.
- Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs;

Requirements
- High school diploma or G.E.D. equivalent
- No related work experience required, but a passion for delivering exceptional customer service is essential

Salary Range
$45,000 - $65,000 per year, depending on experience

Benefits
- Competitive salary and benefits package
- Opportunities for career advancement and professional growth
- A dynamic and supportive work environment

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