Reservations Agent

The Reservations Agent is responsible for managing hotel reservations efficiently while providing exceptional guest service, maximising revenue opportunities, and maintaining Marriott brand standards. Serves as the first point of contact for guests booking rooms through phone, email, web, or travel agents.

Key Responsibilities

• Receive, process, and confirm reservations accurately via phone, email, and web portals.
• Provide accurate room availability, rates, and policies to potential guests.
• Handle group, corporate, and leisure bookings according to hotel brand procedures.
• Record special requests and VIP preferences in the system.
• Ensure reservations are updated in real-time to avoid overbooking or errors.
• Promote room types, packages, and special offers to maximise revenue.
• Suggest upsells and cross-sell hotel services (F&B, spa, events).
• Monitor room inventory, rate codes, and availabili...