Reservations Agent

at  Marriott International Inc

Job Number 24070601
Job Category Reservations
Location Sheraton Grand Mirage Resort Port Douglas, 168-190 Port Douglas Road, Port Douglas, Queensland, Australia VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management

POSITION SUMMARY

At the heart of the community, Sheraton Grand Mirage Resort Port Douglas brings people together — both our guests and our associates. Discover a community-focused work environment where people care about each other and feel a sense of belonging. We invite you to join the Sheraton community as a Reservations & Rooms Control Agent because together, we are better. Start your career local at Sheraton, where you don’t just work - you belong.

• Process all FIT reservations ensuring the completion of daily tasks as required and maintaining daily procedures through the use of checklists, including but not limited to, reservations made prior day, arrivals, no shows & cancellations reports.
• Provide, through a combination of telephone and email skills and in a polite & courteous manner, a high degree of guest satisfaction.
• Respond to all requests within 24 hours.
• Ensure a high level of product knowledge is maintained in order to explain services and facilities to clients as required and develop an awareness of local offerings.
• Liaise with other departments to ensure guest requests are actioned.
• Ensures guest requests are handled with the aim of exceeding guest expectations.
• Identify opportunities for value added services to maximize revenue and anticipate guest needs.
• Assist the Reservations Manager with implementing projects to increase KPI performance for the Reservations department.
• Maintain an up-to-date knowledge of the benefits of the Marriott Bonvoy program & complete enrolments in the effort to exceed Hotel targets.
• Ensure your work area is kept clean at all times and show due care of all equipment, report maintenance issues the Reservations Manager.
• Attend work on time, ensuring that you are ready to perform your role at your workstation in line with your rostered shift time.
• Allocate rooms in PMS according to guest requests and preferences whenever possible including VIP’s, early arrivals and requests.
• Identify oversells by room category and balance accordingly.
• Communicate same day bookings with relevant departments.
• Perform any related tasks/duties as directed by the Reservations Manager.