The Reservations Agent is responsible for managing hotel reservations efficiently while providing exceptional guest service, maximising revenue opportunities, and maintaining Marriott brand standards. Serves as the first point of contact for guests booking rooms through phone, email, web, or travel agents.
Key Responsibilities
- Receive, process, and confirm reservations accurately via phone, email, and web portals.
- Provide accurate room availability, rates, and policies to potential guests.
- Handle group, corporate, and leisure bookings according to hotel brand procedures.
- Record special requests and VIP preferences in the system.
- Ensure reservations are updated in real-time to avoid overbooking or errors.
- Promote room types, packages, and special offers to maximise revenue.
- Suggest upsells and cross-sell hotel services (F&B, spa, events).
- Monitor room inventory, rate codes, and availability to support revenue strategies.
- Communicate changes in rates, promotions, or packages to guests and internal departments.
- Provide courteous, accurate, and professional assistance to all guests and travel agents.
- Respond promptly to inquiries, requests, and complaints.
- Handle cancellations, modifications, and no-shows following hotel and Marriott policy.
- Maintain accurate records using Opera PMS, MARSHA, or other hotel systems.
- Update reservations, guest profiles, and loyalty program information.
- Prepare daily, weekly, or monthly reservation reports as required.
About You
- Proven track record of a minimum of 2 years in a Reservations agent role in hotel.
- Proficiency of Online Travel Agency (OTA) extranets, GDS (Global Distribution Systems), and MARSHA/Opera or similar reservations system.
- Professional, friendly, and solution-focused in interactions.
- Clear, polite, and professional verbal and written communication.
- Active listening and empathy toward guest and client concerns.
- Ability to coordinate effectively with internal departments.
- Strong attention to detail and accuracy in data entry and reservation documentation.
- Passion for delivering exceptional guest service and personalised experiences.
Benefits
- Competitive salary
- Discounts on hotel rooms and food and beverage worldwide
- Learning and development opportunities
- Recommend a friend bonus
- Wage stream financial wellbeing program
- Recognition programs
- Wellbeing programs
- Free meals whilst on duty
- Employee assistance programme
- 28 days paid holiday per year (inclusive of bank holidays)
- Team building events
- Monthly Employee Appreciation Lunch
- Paid birthday off
In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.
The Immersive Hospitality Management is an equal opportunity employer. We are committed to promoting equal opportunities in employment. You and any job applicants will receive equal treatment regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation (Protected Characteristics in line with the Equality act 2010).
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