Reservation Agent

Position Overview

The Reservation Agent is responsible for managing all reservation requests, modifications, and cancellations received through phone, fax, or mail. This role requires determining guests' room needs, checking availability, and explaining reservation policies clearly to customers. The agent accommodates special requests and uses the reservation system accurately to record all bookings, including special room types such as complimentary or travel agent rates. Proper escalation of guest concerns and adherence to company standards and policies are essential parts of the role.

Key Responsibilities

• Handle reservation inquiries, changes, and cancellations via multiple communication channels.
• Identify guests' accommodation requirements and allocate appropriate rooms and rates.
• Educate callers on guarantee policies, special rates, and cancellation terms.
• Manage special room codes and rates in the reservation system accurately.
• Maintain company appearance and confidentiality standards, protecting guest and company information.
• Provide excellent guest service by welcoming and assisting all guests, including individuals with disabilities.
• Communicate professionally and effectively using clear language and proper telephone etiquette.
• Collaborate with team members to achieve common goals and respond professionally to coworkers' concerns.
• Ensure compliance with quality assurance standards and perform physical tasks involving light lifting.

Qualifications

• High school diploma or GED equivalent is required.
• No prior experience or supervisory experience is necessary.
• No specific licenses or certifications required.

Company Culture and Commitment

Le Méridien, part of Marriott International, embraces diversity and is an equal opportunity employer. The company values cultural richness and fosters an inclusive environment celebrating the unique backgrounds of its associates. The brand focuses on providing authentic and stylish service experiences that inspire guests to enjoy the destination and savor the good life.