Cluster Events Bookings Centre Executive

2 weeks ago

Johannesburg, Gauteng, South Africa Marriott International, Inc Full time

Job Number

Job Category Food and Beverage & Culinary

Location Johannesburg Marriott Hotel Melrose Arch, 42 The High Street, Melrose Arch, Johannesburg, Gauteng, South Africa VIEW ON MAP

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Non-Management

***Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all clients and guests according to company standards; anticipate and address clients' service needs; assist individuals with disabilities; thank clients with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; 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. Read and visually verify information in a variety of formats. 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.

CRITICAL TASKS

RESERVATION SERVICES

  • Accommodate and document special requests in an accurate and efficient manner.
  • Verify all reservation information with callers to ensure accuracy.
  • Explain guarantee and cancellation policies to callers.
  • 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 upperlevel management.
  • Determine the most appropriate room type to meet guest requirements and maximize room rate.
  • Identify repeat guests using appropriate codes.
  • 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 openended questions to obtain all necessary information, including enrollment in Marriott Rewards program.

RESERVATION PROCESSING

  • 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.
  • 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).
  • 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.
INVENTORY/ROOMS CONTROL

  • Oversee accuracy of room blocks and reservations.
  • Respond to any challenges found for accommodating rooming requests by communicating with guest or group contact, Sales Department, or Front Desk.

GROUP RESERVATIONS

  • Input group rooming lists using reservation systems (e.g., MARSHA, Fidelio, OPERA).
  • Keep organized files of all groups for easy and accurate reference for an event.
  • Revise room blocks in the reservation system (e.g., MARSHA, Fidelio, OPERA) to maintain the required number of available rooms after rooming lists are entered.

RESERVATION BILLING

  • Setup proper billing accounts (i.e., sharewith, room/tax/incidentals, tax exempt, direct/special billing, group bookings) according to accounting policies.

POLICIES AND PROCEDURES

  • Maintain confidentiality of proprietary materials and information.
  • Protect the privacy and security of clients, guests and coworkers.
  • Follow company and department policies and procedures.
  • Perform other reasonable job duties as requested by Supervisors.

GUEST RELATIONS

  • Address clients and guests' service needs in a professional, positive, and timely manner.
  • 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.
  • 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.
  • Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name

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