Reservations Agent – Hotel Front Desk

About the role

The Reservations Agent is responsible for handling all guest reservation requests, changes, and cancellations for a Marriott International property in Singapore. You will work directly with guests via phone, fax, and mail, ensuring accurate bookings and delivering excellent service.

Key responsibilities

• Process reservation requests, changes, and cancellations received by phone, fax, or mail.
• Identify guest needs, determine appropriate room type, and verify availability and rates.
• Explain guarantee, special rate, and cancellation policies to callers.
• Document special requests and accommodate them where possible.
• Answer questions about property facilities, services, and room accommodations.
• Apply sales techniques to maximize revenue.
• Enter and retrieve data in the reservation system, including special room types and rates.
• Follow escalation procedures for guest concerns and adhere to company policies.
• Maintain a professional appearance, protect confidential information, and uphold guest privacy.

Required profile

• High school diploma or G.E.D. equivalent.
• No prior related work experience required.
• Strong verbal communication and telephone etiquette.
• Ability to lift and move objects up to 10 lb without assistance.
• Willingness to follow quality standards and company policies.

Required skills