At a Glance
- Tasks: Manage hotel reservations and provide top-notch guest service while maximising revenue.
- Company: Join a leading hotel brand known for its exceptional service and inclusive culture.
- Benefits: Enjoy competitive pay, global discounts, free meals, and 28 days holiday.
- Other info: Great opportunities for learning, team events, and employee recognition.
- Why this job: Be the first point of contact for guests and create memorable experiences.
- Qualifications: 2 years in a reservations role with strong communication and attention to detail.
The predicted salary is between 25000 - 32000 £ per year.
The Reservations Agent is responsible for managing hotel reservations efficiently while providing exceptional guest service, maximising revenue opportunities, and maintaining Marriott brand standards. Serves as the first point of contact for guests booking rooms through phone, email, web, or travel agents.
Key Responsibilities
- Receive, process, and confirm reservations accurately via phone, email, and web portals.
- Provide accurate room availability, rates, and policies to potential guests.
- Handle group, corporate, and leisure bookings according to hotel brand procedures.
- Record special requests and VIP preferences in the system.
- Ensure reservations are updated in real-time to avoid overbooking or errors.
- Promote room types, packages, and special offers to maximise revenue.
- Suggest upsells and cross-sell hotel services (F&B, spa, events).
- Monitor room inventory, rate codes, and availability to support revenue strategies.
- Communicate changes in rates, promotions, or packages to guests and internal departments.
- Provide courteous, accurate, and professional assistance to all guests and travel agents.
- Respond promptly to inquiries, requests, and complaints.
- Handle cancellations, modifications, and no-shows following hotel and Marriott policy.
- Maintain accurate records using Opera PMS, MARSHA, or other hotel systems.
- Update reservations, guest profiles, and loyalty program information.
- Prepare daily, weekly, or monthly reservation reports as required.
About You
- Proven track record of a minimum of 2 years in a Reservations agent role in hotel.
- Proficiency of Online Travel Agency (OTA) extranets, GDS (Global Distribution Systems), and MARSHA/Opera or similar reservations system.
- Professional, friendly, and solution-focused in interactions.
- Clear, polite, and professional verbal and written communication.
- Active listening and empathy toward guest and client concerns.
- Ability to coordinate effectively with internal departments.
- Strong attention to detail and accuracy in data entry and reservation documentation.
- Passion for delivering exceptional guest service and personalised experiences.
Benefits
- Competitive salary
- Discounts on hotel rooms and food and beverage worldwide
- Learning and development opportunities
- Recommend a friend bonus
- Wage stream financial wellbeing program
- Recognition programs
- Wellbeing programs
- Free meals whilst on duty
- Employee assistance programme
- 28 days paid holiday per year (inclusive of bank holidays)
- Team building events
- Monthly Employee Appreciation Lunch
- Paid birthday off
In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.
The Immersive Hospitality Management is an equal opportunity employer. We are committed to promoting equal opportunities in employment. You and any job applicants will receive equal treatment regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation (Protected Characteristics in line with the Equality act 2010).
Reservations Agent employer: HS-Reservation
As a Reservations Agent at Marriott, you will thrive in a dynamic and supportive work environment that prioritises exceptional guest service and employee growth. With competitive salaries, extensive learning opportunities, and a strong emphasis on team building and wellbeing, Marriott offers a unique workplace culture that values each employee's contributions while providing generous benefits such as discounts on hotel stays and meals. Join us in creating memorable experiences for our guests while enjoying a fulfilling career in the heart of the hospitality industry.
StudySmarter Expert Advice🤫
We think this is how you could land Reservations Agent
✨Tip Number 1
Get to know the company inside out! Research Marriott's values and brand standards so you can show off your knowledge during interviews. This will help us see that you're not just another candidate, but someone who genuinely cares about the role.
✨Tip Number 2
Practice your communication skills! As a Reservations Agent, you'll be the first point of contact for guests. Role-play with a friend or family member to nail down your phone and email etiquette. We want to hear you sounding professional and friendly!
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experience where you handled guest complaints or tricky reservations. We love candidates who can think on their feet and provide exceptional service under pressure.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you're proactive and really interested in joining our team. Don’t miss out on this opportunity!
We think you need these skills to ace Reservations Agent
Some tips for your application 🫡
Show Off Your Experience:Make sure to highlight your previous experience as a Reservations Agent. We want to see how you've managed bookings, handled guest inquiries, and maximised revenue opportunities in your past roles.
Be Clear and Professional:Since communication is key in this role, ensure your written application is clear, polite, and professional. Use proper grammar and spelling to reflect your attention to detail, just like you would when communicating with guests.
Tailor Your Application:Don’t just send the same application everywhere! Tailor your CV and cover letter to match our job description. Mention specific skills like your proficiency with reservation systems or your ability to handle special requests.
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to showcase your application in the best light!
How to prepare for a job interview at HS-Reservation
✨Know Your Systems
Familiarise yourself with Opera PMS, MARSHA, and any other relevant reservation systems. Being able to discuss your experience with these tools will show that you're ready to hit the ground running.
✨Master the Art of Communication
Practice clear and polite communication, both verbal and written. Role-play common scenarios you might encounter, like handling guest inquiries or complaints, to demonstrate your professionalism during the interview.
✨Showcase Your Guest Service Skills
Prepare examples from your past experience where you provided exceptional guest service. Highlight how you handled difficult situations with empathy and active listening, as this is crucial for a Reservations Agent.
✨Understand Revenue Maximisation
Brush up on strategies for upselling and cross-selling hotel services. Be ready to discuss how you can promote room types and special offers effectively to maximise revenue opportunities for the hotel.
