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Marriott Bonvoy · Customer Service

Customer Services & Call Centre Agent - Night - MI Regional Office Cape Town

South Africa, Cape Town · Job Posted June 03, 2026

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Job Responsibility

Process all reservation requests, changes, and cancellations received via phone, fax, or email
Identify guest reservation needs and recommend suitable room types and rates
Verify room availability and rates
accurately input data into the reservation system
Explain policies regarding guarantees, special rates, and cancellations
Accommodate and document special requests with precision
Answer guest inquiries about property facilities, services, and room accommodations
Use effective sales techniques to maximize revenue by promoting room features, upselling, and suggesting alternate dates or sister properties when applicable
Assign and clearly communicate confirmation or cancellation numbers, providing guests with the option to receive them via email or fax
Follow escalation procedures for guest concerns and ensure issues are addressed professionally

Requirements

High school diploma or equivalent (G.E.D.)
Proficiency in Microsoft applications
Fluent and well-spoken English is essential
Strong customer service orientation and communication skills
Proficiency in telephone etiquette and clear, professional language
Ability to work collaboratively in a team and maintain positive relationships
Basic computer literacy and ability to learn reservation systems

Nice to have

Previous experience in a similar role is a plus but not required
Familiarity with sales techniques and strategies
Multilingual skills are an advantage

What we offer

Competitive salary and benefits package
A collaborative and supportive work environment
Opportunities for professional growth and development within Marriott International

Marriott Bonvoy - All Job Offers

Cape Town

Customer Services & Call Centre Agent - Night - MI Regional Office Cape Town

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