Cluster Reservations Agent

Role overview

This role sits within the reservations function and focuses on handling booking requests, amendments, and cancellations for guests. The position is based in Doha, Qatar, and is a full-time, non-management role.

What you will do

• Handle reservation requests, changes, and cancellations received by phone, fax, or mail.
• Assess guest booking requirements and recommend the most suitable room category.
• Check room type and rate availability before confirming arrangements.
• Clearly explain guarantee rules, special rates, and cancellation terms to callers.
• Record and accommodate special guest requests wherever possible.
• Respond to questions about hotel facilities, services, and room details.
• Use selling techniques to help improve revenue outcomes.
• Enter, update, and retrieve information in the reservation system.
• Apply the correct reservation codes and rates for special booking categories such as complimentary stays, employee discounts, travel agent inspection rates, and wholesale bookings.
• Escalate guest concerns through the correct internal process when needed.

Professional standards

• Follow all company rules, procedures, quality expectations, and brand standards.
• Maintain a neat, professional personal appearance and uniform.
• Safeguard confidential information, company property, and guest and coworker privacy.
• Greet guests warmly and respond to their needs with a service-oriented approach.
• Support guests with disabilities and offer sincere appreciation.
• Communicate clearly and professionally, including proper telephone etiquette.
• Build positive working relationships and cooperate with colleagues to meet shared goals.
• Listen carefully and respond appropriately to the concerns of team members.
• Carry out reasonable additional duties assigned by supervisors.
• Be able to move, lift, carry, push, pull, and place objects up to 10 pounds without assistance.

Preferred qualifications

A high school diploma or GED is preferred. No related work experience, supervisory experience, or certification is required for this position.

Equal opportunity statement

The employer is committed to inclusive hiring and does not discriminate on the basis of disability, veteran status, or any other protected characteristic under applicable law.

Brand context

The role is within Marriott Hotels and the JW Marriott luxury portfolio, both of which emphasize hospitality, colleague wellbeing, training, development, recognition, and guest-centered service.

Additional information

• Job number: 26074788
• Job category: Reservations
• Location: Omar Al Mukhtar Street, Area 61, Al Dafna, Street #850, Doha, Qatar
• Schedule: Full time
• Remote work: No
• Position type: Non-management