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Room Reservation Agent

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Marriott Bonvoy

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Location:
Japan , Tokyo

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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:

Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in reservation system.

Job Responsibility:

  • Actively listen and respond positively to guest questions, concerns, and requests to resolve issues
  • Address guests' service needs in a professional, positive, and timely manner
  • Anticipate guests' service needs
  • Welcome and acknowledge each guest with a smile, eye contact, and friendly verbal greeting
  • Thank guests with genuine appreciation
  • Engage guests in conversation regarding their stay
  • Verify all reservation information with callers to ensure accuracy
  • Determine most appropriate room type to meet guest requirements and maximize room rate
  • Describe room accommodations and benefit feature sale amenities
  • Use sales techniques when assisting guests in making reservations
  • Answer guest questions about property facilities/services
  • Assign confirmation/cancellation numbers and relay information
  • Identify guest reservation needs by asking open-ended questions
  • Follow “up selling” techniques and sales strategies to maximize property revenue
  • Identify repeat guests
  • Inform guests of rules and regulations regarding qualifying rates
  • Verify availability of room type, rate, and occupancy before confirming reservations
  • Process all reservation requests, changes, and cancellations

Requirements:

  • Process reservation requests, changes, and cancellations received by phone, fax, or mail
  • Identify guest reservation needs and determine appropriate room type
  • Verify availability of room type and rate
  • Explain guarantee, special rate, and cancellation policies
  • Accommodate and document special requests
  • Answer questions about property facilities/services and room accommodations
  • Follow sales techniques to maximize revenue
  • Input and access data in reservation system
  • Indicate special room reservation types (e.g., complimentary rooms, employee discounts) by inputting correct code and rate
  • Follow proper escalation procedures for guest concerns
  • Follow all company policies and procedures
  • Ensure uniform and personal appearance are clean and professional
  • Maintain confidentiality of proprietary information
  • Protect company assets
  • Protect privacy and security of guests and coworkers
  • Welcome and acknowledge all guests according to company standards
  • Anticipate and address guests’ service needs
  • Assist individuals with disabilities
  • Thank guests with genuine appreciation
  • Speak with others using clear and professional language
  • Answer telephones using appropriate etiquette
  • Develop and maintain positive working relationships
  • Support team to reach common goals
  • Listen and respond appropriately to concerns of other employees
  • Comply with quality assurance expectations and standards
  • Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance

Additional Information:

Job Posted:
April 12, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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