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Reservations Agent

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Marriott Bonvoy

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Location:
South Africa , Sandton

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Category:
Hospitality and Tourism

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The above-mentioned position is currently available within the Reservations Department at Protea Hotel by Marriott Johannesburg Balalaika Sandton. The successful candidate will be responsible for the following...

Job Responsibility:

  • Greetings guests over the phone in a friendly, courteous manner (within 3 rings)
  • Identify guest reservations needs by asking open ended questions and determine appropriate room types and maximize room rate
  • Dealing with incoming enquiries regarding accommodation availability, room types, rates, etc. within the required turnaround time
  • Process all reservation requests, changes and cancellations received by phone & email
  • Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust
  • Enrolling guests to be Marriott Bonvoy members
  • Explain guarantee, special rate and cancellation policies to callers
  • Verify and record reservation information accurately
  • Accommodate and document special requests
  • Answer questions about property facilities/services and room accommodation
  • Follow sales techniques to maximize revenue by upselling rooms and promoting hotel restaurants and other services and facilities to guests
  • Input and access data into reservation systems (Opera, Marsha and Empower Reservations)
  • Identify and record special billing instructions
  • Pre-block all special requests or VIP accommodation accurately
  • Contribute to maximum occupancy of the hotel by assisting in maintaining accurate inventory control for rooms
  • Acknowledge assigned reservation messages
  • Following up and conversion of enquiries is of utmost importance
  • Responsible for tidy administration, including keeping accurate records of all paper transactions, and filing all reservations in a systematic order for easy referral
  • Dealing with pro-forma invoices and following up on payment and vouchers
  • Responsible for online bookings (Third Party Websites)
  • Responding to email queries
  • Responsible for Morning Reports, working out reservations statistics and balancing the hotel inventory
  • Booking of Leisure Groups and STO Series Blocks
  • Booking of Airlines Blocks and splitting of airline reservations
  • Assisting with Group & Conferencing enquiries and willing to learn the duties of this role
  • Comply with quality assurance expectations and standards
  • Protect the privacy and security of guests and coworkers
  • Maintain confidentiality of proprietary materials and information
  • Perform other reasonable job duties as requested by Supervisors and Managers

Requirements:

  • At least one year’s previous and recent experience required in Reservations or Front Office in a hotel
  • Experience in a Protea or Marriott Hotel would be beneficial
  • Good working knowledge of Opera, Marsha and Empower Reservations will be a distinctive advantage
  • Understanding of Retail Rates (Best Available Rate)
  • Experience in MS Word, Outlook & Excel
  • An excellent telephone manner
  • A pleasant disposition
  • Adaptable to change
  • Be self-motivated and be able to take initiative
  • Be committed to the precise & thorough following of reservations systems & procedures
  • Planning, organizational and time management skills
  • Ability to work accurately under pressure
  • Support all co-workers and treat them with dignity and respect
  • TEAM player with a positive attitude

Additional Information:

Job Posted:
May 15, 2026

Expiration:
May 15, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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