Worldwide Reservation Sales Specialist- (Night Training Start Date March 12th)

Posting Date Feb 27, 2018

Job Number 18000D28

Job Category Reservations

Location Omaha Gbl Sls&Ctmr Care Campus, Omaha, Nebraska VIEW ON MAP

Brand Corporate

Schedule Full-time

Position Type Non-Management/Hourly

Start Your Journey With Us

Marriott International is the world's largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?

As a FORTUNE Best Place to Work 20 years in a row – you can't go wrong! We are recruiting for an upcoming training class:

Class Start Date: Monday, March 12th, 2018

Training Class Schedule: This class will be held from March 12th- April 20th, Monday through Friday from 6pm-11pm

Anticipated Shift After Completion of Training: multiple shifts- day, nights, weekends from 6am until 2am

Location: Onsite Premise Position

• Marriott is a drug free workplace.*

Compensation includes paid training, competitive salary, incentives, and shift differentials where applicable. We also offer a competitive benefit package including medical, dental, vision, 401(k), TRAVEL DISCOUNTS and more.

If this training class schedule or shift is not a great match for you, stay in touch with us as we frequently recruit for additional classes. Share your contact information here .

Job 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.

Specific\nResponsibilities

• To answer\n incoming calls efficiently and in a courteous manner, according to\n Marriott Reservation Sales Standards. \n Unless otherwise instructed by management, a primary responsibility\n of this position is to be at workstation available to accept and properly\n process calls when scheduled to do so.
• To assist\n Marriott guests in making reservations; provide customer service and\n assist with problem resolution in a professional manner. To identify different types of guests\n and adjust selling skills appropriately to capture the sell.
• Demonstrate\n competent operation of the Merlin and MARSHA computer systems and\n telephone console.
• Maintain updated\n knowledge and understanding of all Marriott Lodging Brands and programs.
• Maintain updated\n knowledge and understanding of all hotel-selling strategies to maximize\n hotel occupancy and revenue.
• Maintain\n continuous improvement in conversion, Calls per Hour and Revenue per call.
• Displays a\n pleasant, helpful and courteous attitude toward customers and fellow\n associates.
• To advocate the\n Spirit-to-Serve program and the 20 basics in the workplace.
• To be aware of\n all existing accident prevention and safe work practice programs in the\n center and to work in a manner free from unsafe acts and to create a safe\n environment in which others may work.
• Each associate\n is expected to carry out all reasonable requests by management which the\n associate is capable of performing.

CRITICAL TASKS

Guest\nRelations

• Actively listen and respond positively to guest questions,\nconcerns, and requests using brand or property specific process (e.g., LEARN,\nPLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
• Address guests' service needs in a professional, positive, and\ntimely manner.
• Anticipate guests' service needs, including asking questions of\nguests to better understand their needs and watching/listening to guest\npreferences and acting on them whenever possible.
• Welcome and acknowledge each and every guest with a smile, eye\ncontact, and a friendly verbal greeting, using the guest's name when possible.
• Thank guests with genuine appreciation and provide a fond\nfarewell.
• Engage guests in conversation regarding their stay, property\nservices, and area attractions/offerings.

Communication\n

• Speak to guests and\nco-workers using clear, appropriate and professional language.
• Answer telephones using\nappropriate etiquette including answering the phone within 3 rings, answering\nwith a smile in one's voice, using the callers' name, transferring calls to\nappropriate person/department, requesting permission before placing the caller\non hold, taking and relaying messages, and allowing the caller to end the call.\n
• Talk with and listen to\nother employees to effectively exchange information.

Working\nwith Others

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

Quality\nAssurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Reservation\nServices

• Verify all reservation information with callers to ensure\naccuracy.
• Accommodate and document special requests in an accurate and\nefficient manner.
• Determine the most appropriate room type to meet guest\nrequirements and maximize room rate.
• Explain guarantee and cancellation policies to callers.
• Describe room accommodations and benefit feature sale amenities to\nguests.
• Use sales techniques when assisting guests in making reservations,\nincluding personalizing calls, obtaining complete guest needs, suggesting\nalternate dates or directing guests to sister properties on sold out days.
• Answer guest questions about property facilities/services (e.g.,\nhours of operation, room availability, restricted dates, rates and room types,\npackages, promotions, entertainment, restaurants, special events).
• Assign confirmation/cancellation numbers and clearly relay this\ninformation to callers, giving them the option of emailing and/or faxing these\nnumbers.
• Identify guest reservation needs by asking open-ended questions to\nobtain all necessary information, including enrollment in Marriott Rewards\nprogram.
• Follow "up selling" techniques and sales strategies in order to maximize\nproperty revenue.
• Identify repeat guests using appropriate codes.

Reservation\nProcessing

• Utilize computer system to Inform guests of rules and regulations\nregarding qualifying rates (e.g., government and special corporate rates and\ndiscounts).
• Input and access data in computer reservation system by entering\ncorrect information into proper fields, including Marriott Rewards number, and\nasking for travel agency IATA and FIT numbers (i.e., flags, comments, guest\nmessages).
• Verify availability of room type, rate, and occupancy in computer\nsystem before confirming any reservations.
• Process in the computer system all reservation requests, changes,\nand cancellations received by phone, fax, or mail.
• Indicate special room reservation types (e.g., complimentary\nrooms, employee discounts, travel agent inspection rates, and wholesale\nreservations) by inputting the correct code and rate into the computer\nreservation system.

Guest\nRelations

• Follow proper escalation procedures when addressing guest concerns.\n

CRITICAL COMPETENCIES

Analytical Skills

• Learning and retention of learning.
• Problem solving

Interpersonal Skills

• Customer Service Orientation
• Interpersonal Skills
• Team Work
• Diversity Relations

Communications

• Telephone Etiquette Skills
• English Language Proficiency
• Listening
• Communication
• Applied Reading\n

Personal Attributes

• Integrity
• Dependability
• Positive Demeanor

Sales

• Typing

Computer Skills

Input data into computer

Utilize computer to find data

Utilize Internet

PREFERRED QUALIFICATIONS

Related\n Work Experience

No related work\n experience is required

Supervisory\n Experience

No supervisory\n experience is required

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.