Hotel Reservation Agent (English) – Remote

Über das Unternehmen

Marriott International, Inc. is a leading global lodging company with more than 8,000 properties across 139 countries and territories. Founded by J. Willard and Alice Marriott, the company is headquartered in Bethesda, Maryland, USA. Marriott operates and franchises hotels and licenses vacation ownership resorts worldwide. We are committed to fostering a diverse and inclusive culture, supporting our communities, and providing exceptional experiences for our guests and associates. Join a team where your career can flourish, and you can make a meaningful impact.

Stellenbeschreibung

We are seeking a dedicated and enthusiastic Hotel Reservation Agent fluent in English to join our remote team. As a Hotel Reservation Agent, you will be the first point of contact for guests looking to book their stays with Marriott International. You will provide exceptional customer service, assist with reservation inquiries, modifications, and cancellations, and ensure a seamless booking experience. This is a full-time, 100% remote position, offering the flexibility to work from your home office while contributing to a globally renowned hospitality brand.

Hauptverantwortlichkeiten

• Handle incoming calls and emails from prospective guests regarding hotel reservations, rates, and availability.
• Provide detailed information about Marriott properties, amenities, and services.
• Process new reservations, modifications, and cancellations accurately and efficiently using our reservation systems.
• Assist guests with special requests, such as room preferences, accessible accommodations, or group bookings.
• Identify and seize opportunities to upsell and cross-sell additional hotel services and loyalty programs.
• Resolve guest issues and complaints professionally and empathetically, escalating complex cases when necessary.
• Maintain accurate and organized records of all guest interactions and reservation details.
• Collaborate effectively with hotel front desk teams and other departments to ensure guest satisfaction.
• Adhere to all company policies, procedures, and service standards.
• Continuously update knowledge on hotel promotions, packages, and local attractions.

Erforderliche Fähigkeiten

• Fluent in English, both written and verbal, with excellent communication skills.
• Proven customer service experience, ideally in a call center or hospitality environment.
• Proficiency in using reservation systems and basic computer applications (e.g., Microsoft Office Suite).
• Strong organizational skills and attention to detail.
• Ability to multitask and work efficiently in a fast-paced environment.
• Excellent problem-solving and conflict resolution abilities.
• Self-motivated and able to work independently with minimal supervision in a remote setting.
• Reliable high-speed internet connection and a dedicated quiet workspace.

Bevorzugte Qualifikationen

• Previous experience with Opera PMS or a similar hotel property management system.
• Knowledge of an additional language (e.g., German, French, Spanish) is a plus.
• Experience working remotely.
• High school diploma or equivalent; hospitality certification or degree is a bonus.

Vorteile & Zusatzleistungen

• Competitive salary and performance-based incentives.
• Comprehensive health, dental, and vision insurance options.
• Generous paid time off and holiday schedule.
• Exclusive Marriott associate travel discounts worldwide.
• Opportunities for professional development and career advancement within a global company.
• Employee assistance program.
• 401(k) retirement plan with company match (if applicable based on regional laws).
• Remote work flexibility.

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