Cluster Reactive Sales Agent - Johannesburg Marriott Hotel Melrose Arch

Marriott Hotels Resorts; Johannesburg; On-site; ZAR 20 000 - 40 000; Full time

Job summary

Join a forward-thinking company as a Reservations Agent, where you will be at the forefront of guest interactions, processing requests and ensuring exceptional service. This role offers a dynamic environment where your skills in customer service and communication will shine. You will have the opportunity to engage with guests, address their needs, and contribute to maximizing revenue through effective sales techniques. With a focus on teamwork and quality assurance, you will play a vital role in maintaining the high standards of service that the company is known for. If you are passionate about hospitality and eager to make a positive impact, this position is perfect for you.

Qualifications

• Minimum 1 year as a Reservations Agent in hotel reservations or events booking.
• High school diploma or G.E.D. required.

Responsibilities

• Process transient group and event sales requests via phone, fax, or email.
• Maximize revenue through effective sales techniques and guest relations.
• Ensure compliance with company policies and maintain confidentiality.

Skills

Analytical Skills

Interpersonal Skills

Customer Service Orientation

Communication

Multitasking

Time Management

Attention to Detail

Education

High school diploma or G.E.D.

Tools

Microsoft Office

Opera PMS

MARSHA

Job description

POSITION SUMMARY

Process transient group and event sales requests, changes, and cancellations received by phone, fax, or email. Identify guest and client enquiry needs, determine appropriate room types including group and catering blocks. Verify availability of room types, event space, and rates. 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, wholesale reservations) by inputting correct codes and rates. 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; and safeguard the privacy and security of guests and coworkers. Welcome and acknowledge all guests according to company standards; anticipate and address service needs; assist individuals with disabilities; thank guests sincerely. Communicate clearly and professionally; answer telephones with proper etiquette. Develop and maintain positive relationships with others; support team goals; listen and respond appropriately to colleagues' concerns. Comply with quality assurance standards. Perform physical tasks such as moving, lifting, carrying, pushing, pulling, and placing objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable duties as requested by supervisors.

CRITICAL TASKS

RESERVATION SERVICES

• Verify enquiry information accuracy with callers.
• Accommodate and document special requests accurately.
• Determine appropriate room types to meet guest and client needs and maximize revenue.
• Explain guarantee and cancellation policies.
• Describe room amenities and sale benefits.
• Use sales techniques to assist guests and clients, including personalizing calls, obtaining complete needs, suggesting alternate dates, and directing to sister properties on sold-out days.
• Answer questions about property facilities/services (hours, availability, rates, packages, promotions, entertainment, restaurants, events).
• Assign confirmation/cancellation numbers and relay to guests via email or fax.
• Identify guest and client needs with open-ended questions, including enrollment in Marriott Bonvoy.
• Follow up with sales strategies to maximize revenue.
• Identify repeat guests using lookup procedures.

RESERVATION PROCESSING

• Inform guests of rate rules and regulations (e.g., government, corporate discounts).
• Input and access data accurately in the property management system, including Marriott Bonvoy numbers, travel agency IATA, and TIDS numbers.
• Verify room type, event space, rate, and occupancy before confirming reservations.
• Process all enquiries, changes, and cancellations received by phone, fax, or email.
• Indicate special reservation types with correct codes and rates.

GUEST RELATIONS

• Follow escalation procedures for guest concerns.

POLICIES AND PROCEDURES

• Protect guest and coworker privacy and security.
• Maintain confidentiality of proprietary info.
• Follow company and department policies.
• Perform other duties as requested.

GUEST RELATIONSHIP MANAGEMENT

• Listen actively and respond positively using brand-specific processes to resolve issues and build trust.
• Address guest needs professionally and promptly.
• Anticipate guest needs by asking questions and observing preferences.
• Welcome guests warmly, acknowledge with a smile and eye contact, and thank them sincerely.
• Engage guests in conversation about their stay, services, and local attractions.

COMMUNICATION

• Use clear, appropriate, and professional language with guests and coworkers.
• Answer phones with proper etiquette: answer within 3 rings, smile in voice, use caller's name, transfer calls appropriately, take messages, and allow callers to end calls.
• Exchange information effectively with colleagues.

WORKING WITH OTHERS

• Support and respect coworkers; handle sensitive issues tactfully and confidentially.

QUALITY ASSURANCE / IMPROVEMENT

• Adhere to quality standards and expectations.

PHYSICAL TASKS

• Move, lift, carry, push, pull, and place objects weighing ≤10 pounds without assistance.

CRITICAL COMPETENCIES

Analytical Skills

• Decision Making
• Learning
• Problem Solving
• Computer Skills

Interpersonal Skills

• Interpersonal Skills
• Teamwork
• Customer Service Orientation
• Diversity Relations

Communications

• Communication
• Listening
• English Proficiency
• Reading
• Telephone Etiquette
• Writing

Personal Attributes

• Integrity
• Positive Demeanor
• Presentation
• Dependability
• Stress Tolerance
• Flexibility
• Initiative

Organization

• Multitasking
• Time Management
• Attention to Detail
• Planning and Organizing

Computer Skills & Systems

• Microsoft Office
• Opera PMS
• MARSHA

PREFERRED QUALIFICATIONS

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

Related Work Experience: Minimum 1 year as Reservations Agent in hotel reservations or events booking.

Supervisory Experience: Not required.

Marriott International is an equal opportunity employer committed to diversity and inclusion, and does not discriminate on any protected basis.

LIOnsite

LITK1

Required Experience: Unspecified seniority

Key Skills

Corrosion Inspection, Data Entry, Elevator Maintenance, AC Maintenance, Jboss

Employment Type : Full-Time

Experience : years

Vacancy : 1