At a Glance
- Tasks: Manage hotel reservations and provide top-notch guest service while maximising revenue.
- Company: Join a leading hotel brand known for exceptional guest experiences.
- Benefits: Enjoy competitive pay, global discounts, and wellness programmes.
- Other info: Flexible work environment with team-building events and paid birthday off.
- 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 skills.
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 & Guest Experience Specialist employer: HS-Reservation
As a Reservations & Guest Experience Specialist at Marriott, you will thrive in a dynamic and supportive work environment that prioritises exceptional guest service and employee wellbeing. With competitive salaries, extensive learning and development opportunities, and a strong emphasis on team collaboration, Marriott offers a unique culture where your contributions are recognised and valued. Enjoy benefits such as discounts on hotel stays worldwide, paid birthday leave, and monthly appreciation events, all while being part of a globally respected brand committed to inclusivity and personal growth.
StudySmarter Expert Advice🤫
We think this is how you could land Reservations & Guest Experience Specialist
✨Tip Number 1
Get to know the company inside out! Research their values, culture, and recent news. This way, when you chat with them, you can show off your knowledge and enthusiasm for the role.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or in front of the mirror. This will help you feel more confident and articulate when discussing your experience in reservations and guest service.
✨Tip Number 3
Don’t forget to follow up! After your interview, shoot them a quick thank-you email. It shows your appreciation and keeps you fresh in their minds as they make their decision.
✨Tip Number 4
Apply through our website! We love seeing applications come directly from candidates who are excited about joining us. Plus, it gives you a better chance to stand out in the crowd!
We think you need these skills to ace Reservations & Guest Experience Specialist
Some tips for your application 🫡
Show Off Your Experience:Make sure to highlight your previous experience in reservations or guest services. We want to see how you've handled bookings and provided top-notch service in the past!
Be Clear and Concise:When writing your application, keep it clear and to the point. Use professional language but let your personality shine through. We love a friendly tone!
Tailor Your Application:Don’t just send a generic application! Tailor it to the role by mentioning specific skills that match the job description, like your experience with Opera PMS or handling group bookings.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates!
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 experiences where you went above and beyond for a guest. Highlighting your passion for exceptional service will resonate well with the interviewers.
✨Understand Revenue Maximisation
Brush up on strategies for upselling and cross-selling hotel services. Be ready to discuss how you can contribute to maximising revenue opportunities while maintaining brand standards.
