Reservations - ERS Executive

Marriott Hotels Resorts; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A prominent hotel chain in Singapore is looking for dedicated individuals to manage reservation requests, changes, and cancellations. The ideal candidate should possess a high school diploma and have a commitment to excellent customer service. This role involves interacting with guests and ensuring their needs are met while adhering to company policies. Responsibilities also include maintaining professionalism and protecting confidential information. Candidates should be ready to support team goals and provide a welcoming atmosphere.

Qualifications

• Basic knowledge of customer service principles.
• Ability to communicate clearly and professionally.
• Ability to develop and maintain positive working relationships.

Responsibilities

• Process reservation requests and changes via phone, fax, or mail.
• Verify availability of room types and explain policies to callers.
• Maintain confidentiality and protect company assets.

Education

High school diploma or G.E.D. equivalent

Job description

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.

Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. 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.

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: No related work experience.

Supervisory Experience: No supervisory experience.

License or Certification: None

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.