Reservations Agent

About the role

The Reservations Agent works closely with the Sales and Event Planning team to manage group room pick‑up, turn‑downs and individual bookings. You will handle reservations across multiple channels, providing professional service via phone and email while promoting hotel outlets, facilities and promotions. The role is full‑time and includes weekend work.

Key responsibilities

• Process reservation requests, changes and cancellations received by phone, fax or mail.
• Identify guest needs, verify room availability and rates, and explain guarantee, special rate and cancellation policies.
• Accommodate and document special requests and answer questions about property facilities and services.
• Apply sales techniques to maximize revenue and input data into the reservation system.
• Code special room types (complimentary, employee discounts, travel‑agent rates, wholesale) correctly in the system.
• Follow escalation procedures for guest concerns and answer telephones with proper etiquette.
• Perform other reasonable duties as requested by supervisors.

Required profile

• Professional phone etiquette and high‑volume call‑centre experience.
• Group/FIT reservations experience (highly desirable).
• Familiarity with Opera Version 5 and Opera Cloud (highly desirable).
• Proficiency with Microsoft Word, Excel and Outlook.
• Active listening skills and a positive response to guest inquiries.

Required skills

• Opera Version 5
• Opera Cloud
• Microsoft Word
• Microsoft Excel
• Microsoft Outlook

What we offer

• Unlimited strategic development and career opportunities.
• Generous accommodation and food‑and‑beverage discounts across all Marriott properties.
• Recognition programs to keep you motivated.
• Comprehensive hotel training opportunities.
• Wellbeing and mindfulness programs to support health.