Reservation Agent Trainee

• Take phone calls and sell hotel rooms for all Marriott establishments in Paris and the South of France, as well as international accommodation products
• Manage all customer requests within deadlines, with courtesy and professionalism
• Maintain the highest possible level of customer service and sales skills
• Provide friendly, helpful service efficiently to customers and associates
• Sell participating hotels, their facilities and have a complete knowledge of hotels, their features and assets
• Respect all procedures in the department: privacy and confidentiality of customer information, reservation procedures, respect of service quality standards
• Customer satisfaction: answer immediately and courteously on the phone
• Process all customer requests (internal and external) in a respectful and courteous manner
• Have a full understanding of the 'Marriott Rewards Loyalty' and 'Marriott Incentive Awards' loyalty programs
• Procedures and rules: protect privacy and ensure the safety of customers and associates
• Respect the confidentiality of proprietary materials and sensitive information
• Follow company and department rules and procedures
• Perform other tasks as required by supervisors
• Reservation service: verify all reservation information with customers to ensure accuracy
• Determine the most suitable accommodation product to meet customer expectations and maximize room rate
• Explain guarantee and cancellation policies to callers
• Describe room features and facility assets to customers
• Check availability of room types, rates and capacity before confirming a reservation
• Process all reservation, modification and cancellation requests made by phone, fax or email
• Use sales techniques during customer assistance when making a reservation
• Answer customer questions about hotel facilities and services
• Provide a confirmation or cancellation number and relay this information clearly to customers
• Identify customer reservation needs by asking open-ended questions
• Follow upselling techniques and sales strategies to maximize sales revenue
• Identify regular customers using appropriate codes
• Customer relationship: listen carefully and respond positively to customer questions, concerns and requests
• Process customer requests in a positive, professional and timely manner
• Anticipate customer needs
• Welcome and advise each customer with a smile and warm speech
• Thank customers with genuine appreciation and a warm goodbye
• Communication: converse with customers and associates using appropriate, professional and clear language
• Answer the phone following protocols
• Communicate and listen with other associates to effectively exchange information

• Baccalauréat or equivalent
• Beginner accepted
• Listening and analytical skills
• French mandatory and fluent English / 3rd language desired
• Sense of welcome and contact
• Mastery of computer tools (Microsoft Office)
• Teamwork
• Availability and responsiveness
• Diplomacy and self-control
• Dynamism

3rd language desired