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Marriott Agent, Reservations in Macau

Job Number 21139281

Job Category Reservations

Location Sheraton Grand Macao, The Londoner Macao, Macau SAR, China, China

Brand Sheraton Hotels & Resorts

Schedule Full-Time

Relocation? N

Position Type Non-Management

Located Remotely? N

When you join the Sheraton family, you become a member of its global community. We’ve been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We welcome guests through engaging experiences and thoughtful service. If you’re a team player who is excited to deliver a meaningful guest experiences, we encourage you to explore your next career opportunity with Sheraton.

When you join the Sheraton family, you become a member of its global community. We’ve been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We welcome guests through engaging experiences and thoughtful service. If you’re a team player who is excited to deliver a meaningful guest experiences, we encourage you to explore your next career opportunity with Sheraton.

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.

Core work activities include:

  • Follow company and department policies and procedures

  • Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust

  • Address guests' service needs in a professional, positive, and timely manner

  • Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible

  • Respond efficiently to guests’ queries and uphold consistent levels of customer satisfaction

  • Follow proper escalation procedures when addressing guest concerns

  • Demonstrate self-awareness, recognizing and managing emotions and building positive working relationships

  • Foster passion, ownership and personal commitment. Modify behaviour based on feedback to continuously learn and develop

  • Demonstrate awareness to accuracy and attention to detail during the reservation process

  • 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

  • Identify guest reservation needs by asking open-ended questions to obtain all necessary information, including enrollment in Marriott Rewards program

Minimum Job requirements:

  • High school diploma/G.E.D. equivalent

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.

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