Reservations Agent

The Reservations Agent is responsible for processing reservation enquiries, bookings, amendments, and cancellations through various communication channels, including telephone and email. The role involves identifying guest needs, confirming room availability and rates, promoting hotel products and services, maintaining accurate reservation records, and supporting revenue generation through effective sales and upselling techniques. The successful candidate will provide professional customer service while maintaining confidentiality, accuracy, and compliance with hotel policies and procedures.

Accurately process reservation requests, amendments, cancellations, and enquiries received via telephone, email, and other reservation channels. Verify room availability, rates, packages, and special offers, ensuring all reservations are entered correctly into the reservation system. Provide guests with information regarding accommodation, hotel facilities, services, promotions, and special packages. Prepare and issue booking confirmations, payment documentation, and reservation correspondence in a timely and professional manner. Identify guest needs and recommend suitable room types, packages, and additional services to maximize guest satisfaction and revenue opportunities. Apply upselling and suggestive selling techniques to promote hotel products, services, transfers, tours, and other value-added offerings. Manage waitlists, special requests, group bookings, and special billing arrangements accurately and efficiently. Process reservation modifications, including extensions, early departures, and special accommodation requests. Monitor and assist with the management of no-show reservations and reservation discrepancies. Maintain accurate reservation records and prepare reports as requested by management. Communicate effectively with other departments to ensure guest requirements are clearly understood and fulfilled. Follow hotel policies, quality standards, privacy requirements, and workplace health and safety procedures at all times.

Completion of Grade 12 or a Certificate/Diploma in Tourism, Hospitality, Business Administration, or a related field would be advantageous. Previous experience in hospitality, customer service, reservations, front office, sales, or administration is desirable but not essential. Strong verbal and written communication skills with a professional telephone manner. Excellent customer service skills and a genuine passion for creating positive guest experiences. Good computer literacy, including experience with reservation systems, Microsoft Office, and email correspondence. Strong attention to detail with the ability to maintain accuracy when processing bookings and guest information. Ability to work in a fast-paced environment while managing multiple tasks and deadlines. Good organizational and time management skills. Ability to work collaboratively as part of a team and build positive working relationships across departments. Knowledge of hotel operations, revenue management principles, and sales techniques would be an advantage. Flexible and willing to work shifts, weekends, and public holidays as required.

MUST HAVE WORKING RIGHTS IN PAPUA NEW GUINEA

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.