Position Outline.

The Reservation Agent is responsible for handling all aspects of guest reservation enquiries, processing bookings accurately, and delivering exceptional service in accordance with Marriott International brand standards. This role supports revenue generation through effective communication and upselling while maintaining high levels of guest satisfaction.

Key Responsibilities

• Process reservation requests, modifications and cancellations received by phone, email, and other channels.
• Identify guest needs, determine appropriate room types, and verify availability and rates.
• Explain guarantee, cancellation policies, and special offers to guests clearly.
• Document special requests and ensure accuracy in the reservation system.
• Use sales techniques to maximize revenue, including upselling rooms and hotel services.
• Provide information about hotel facilities, services, and promotions.
• Follow escalation procedures for guest issues and support internal communication.
• Maintain professionalism, confidentiality, and adherence to company policies at all times.

Experience

• 1–3 years of experience in reservations, front office, or guest services in a 4- 5 star hotel environment preferred.
• Experience with hotel reservation systems (e.g., Opera, Marsha) and OTA platforms is an advantage.

Skills & Competencies

• Excellent communication and telephone etiquette.
• Strong customer service and interpersonal skills.
• Attention to detail with accurate data entry skills.
• Ability to multitask, prioritize and work in a fast‑paced environment.
• Sales‑oriented mindset with ability to promote hotel services.
• Professional demeanor aligned with Marriott service standards.

Job Types: Full-time, Contract
Contract length: 24 months