담당 채용 직급
ㆍ대리급 : 호텔 객실 / 예약 관련 경력자 / 경력 7년 이상자
자격요건 ㆍ학력 : 학력무관 / 호텔 관련 학과 졸업 (예정) 자 ㆍ경력 : 경력직 채용 (대리급) / 인터네셔널 호텔 경력자
우대사항 ㆍ영어가능자 우대 ㆍ메리어트 예약 시스템 사용 가능자 우대
ㆍ유관업무 경험자(인턴·알바) / 경력자 우대 ㆍ즉시출근 가능자
ㆍ인터네셔널 호텔 체인 경력자 가산점
CRITICAL TASKS Reservation Services - Verify all reservation information with callers to ensure accuracy. - Accommodate and document special requests in an accurate and efficient manner. - Assign confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing and/or faxing these numbers. - Determine the most appropriate room type to meet guest requirements and maximize room rate. - Explain guarantee and cancellation policies to callers. - Use sales techniques when assisting guests in making reservations, including personalizing calls, obtaining complete guest needs, suggesting alternate dates or directing guests to sister properties on sold out days. - Answer guest questions about property facilities/services (e.g., hours of operation, room availability, restricted dates, rates and room types, packages, promotions, entertainment, restaurants, special events). - Describe room accommodations and benefit feature sale amenities to guests. - Communicate information regarding designated VIP reservations, including VIP name, company, and title to upper level management. - Identify guest reservation needs by asking open-ended questions to obtain all necessary information, including enrollment in Marriott Rewards program. - Identify repeat guests using appropriate codes. - Follow “up selling” techniques and sales strategies in order to maximize property revenue. Reservation Processing - Input and access data in reservation system by entering correct information into proper fields, including Marriott Rewards number, and asking for travel agency IATA and FIT numbers (i.e., flags, comments, guest messages). - Process all reservation requests, changes, and cancellations received by phone, fax, or mail. - Verify availability of room type, rate, and occupancy before confirming any reservations. - Inform guests of rules and regulations regarding qualifying rates (e.g., government and special corporate rates and discounts). - 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. - Document information for manual reservations on designated forms and enter information into the reservation system. Inventory/Rooms Control - Respond to any challenges found for accommodating rooming requests by communicating with guest or group contact, Sales Department, or Front Desk. - Oversee accuracy of room blocks and reservations. - Remove group room blocks from general inventory by entering information into reservation system (MARSHA, Fidelio, OPERA). - Communicate with Sales Coordinators and property staff to resolve errors related to group market codes not matching in the PMS and MARSHA systems. Reservation Billing - Set-up proper billing accounts (i.e., share-with, room/tax/incidentals, tax exempt, direct/special billing, group bookings) according to Accounting policies. Reservation Training - Communicate and instill company values and/or culture to new employees. - Review and implement new Reservations procedures. Guest Relations - Troubleshoot and resolve guest issues and concerns or refer to appropriate contacts, based on the type of issue. - Follow proper escalation procedures when addressing guest concerns. CRITICAL COMPETENCIES Interpersonal Skills - Customer Service Orientation - Interpersonal Skills - Team Work - Diversity Relations Communications -Telephone Etiquette Skills - English Language Proficiency - Communication - Listening - Applied Reading - Form, Report, and Log Completion - Writing Reservations - Reservation Policy - Reservation Procedures - Reservation Software | 