Cluster Reactive Sales Agent - Johannesburg Marriott Hotel Melrose

POSITION SUMMARY

Process transient, group and event sales requests, changes, and cancellations received by phone, fax, or email. Identify guest and client enquiry needs and determine appropriate room type, including group and catering blocks. Verify availability of room type, event space 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 property management systems. Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct codes and rate into the property management 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.

CRITICAL TASKS

RESERVATION SERVICES

1. Verify all enquiry information with callers to ensure accuracy.
2. Accommodate and document special requests in an accurate and efficient manner.
3. Determine the most appropriate room type to meet guest and client requirements and maximize room rate.
4. Explain guarantee and cancellation policies to callers.
5. Describe room accommodations and benefit feature sale amenities to guests and clients.
6. Use sales techniques when assisting guests and clients in making reservations, including personalizing calls, obtaining complete guest and client needs, suggesting alternate dates or directing guests and clients to sister properties on sold out days.
7. Answer guest and client 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. Assign confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing and/or faxing these numbers.
9. Identify guest and client enquiry needs by asking open-ended questions to obtain all necessary information, including enrollment in Marriott Bonvoy program.
10. Follow “up selling” techniques and sales strategies in order to maximize property revenue.
11. Identify repeat guests and clients using appropriate look up procedures.

RESERVATION PROCESSING

1. Inform guests of rules and regulations regarding qualifying rates (e.g., government and special corporate rates and discounts).
2. Input and access data in property management system by entering correct information into proper fields, including Marriott Bonvoy number, and asking for travel agency IATA and TIDS numbers (i.e., flags, comments, guest messages).
3. Verify availability of room type, event space, rate, and occupancy before confirming any reservations and enquiries.
4. Process all enquiry requests, changes, and cancellations received by phone, fax, or email.
5. Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct codes and rate into the property management system.

GUEST RELATIONS

1. Follow proper escalation procedures when addressing guest concerns.

POLICIES AND PROCEDURES

1. Protect the privacy and security of guests and coworkers.
2. Maintain confidentiality of proprietary materials and information.
3. Follow company and department policies and procedures.
4. Perform other reasonable job duties as requested by Supervisors.

GUEST RELATIONS

1. Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
2. Address guests' service needs in a professional, positive, and timely manner.
3. Anticipate 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. Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
5. Thank guests with genuine appreciation and provide a fond farewell.
6. Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

COMMUNICATION

1. Speak to guests and co-workers using clear, appropriate and professional language.
2. Answer 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.
3. Talk with and listen to other employees to effectively exchange information.

WORKING WITH OTHERS

1. Support all co-workers and treat them with dignity and respect.
2. Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

QUALITY ASSURANCE / QUALITY IMPROVEMENT

1. Comply with quality assurance expectations and standards.

PHYSICAL TASKS

1. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

CRITICAL COMPETENCIES

Analytical Skills

1. Decision-Making
2. Learning
3. Problem Solving
4. Computer Skills

Interpersonal Skills

1. Interpersonal Skills
2. Teamwork
3. Customer Service Orientation
4. Diversity Relations

Communications

1. Communication
2. Listening
3. English Language Proficiency
4. Applied Reading
5. Telephone Etiquette Skills
6. Writing

Personal Attributes

1. Integrity
2. Positive Demeanor
3. Presentation
4. Dependability
5. Stress Tolerance
6. Adaptability/Flexibility
7. Initiative

Organization

1. Multi-Tasking
2. Time Management
3. Detail Orientation
4. Planning and organizing

Computer Skills & Systems

1. Microsoft Office
2. Opera PMS
3. MARSHA

PREFERRED QUALIFICATIONS

Education

High school diploma/G.E.D. equivalent

Related Work Experience

Minimum 1 year as a Reservations Agent in transient reservations or events booking center with hotel background.

Supervisory Experience

No supervisory experience is required.

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.

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Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 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. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.