- Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
- Address guests' service needs in a professional, positive, and timely manner.
- Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
- Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
- Thank guests with genuine appreciation and provide a fond farewell.
- Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
- Speak to guests and co-workers using clear, appropriate and professional language.
- Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
- Talk with and listen to other employees to effectively exchange information.
- Support all co-workers and treat them with dignity and respect.
- Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
- 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.
- Verify all reservation information with callers to ensure accuracy.
- Accommodate and document special requests in an accurate and efficient manner.
- Determine the most appropriate room type to meet guest requirements and maximize room rate.
- Explain guarantee and cancellation policies to callers.
- Describe room accommodations and benefit feature sale amenities to guests.
- Use sales techniques when assisting guests in making reservations, including personalizing calls, obtaining complete guest needs, suggesting alternate dates or directing guests to sister properties on sold out days.
- Answer guest questions about property facilities/services (e.g., hours of operation, room availability, restricted dates, rates and room types, packages, promotions, entertainment, restaurants, special events).
- Assign confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing and/or faxing these numbers.
- Identify guest reservation needs by asking open-ended questions to obtain all necessary information, including enrollment in Marriott Rewards program.
- Follow "up selling" techniques and sales strategies in order to maximize property revenue.
- Identify repeat guests using appropriate codes.
- Inform guests of rules and regulations regarding qualifying rates (e.g., government and special corporate rates and discounts).
- Input and access data in reservation system by entering correct information into proper fields, including Marriott Rewards number, and asking for travel agency IATA and FIT numbers (i.e., flags, comments, guest messages).
- Verify availability of room type, rate, and occupancy before confirming any reservations.
- Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
- Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system.
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Reservations Trainee - Barcelona, España - Marriott
Descripción
Job Number
Job Category Management Development Programs/Interns
Location The Barcelona EDITION, Avinguda de Francesc Cambo 14, Barcelona, Barcelona, Spain
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management
You will learn first-hand about a hotel's operations. Our Hotel Internship Program allows you to truly experience the industry from the ground up, where our founders and many of our leaders began. You will get immersed in Marriott's culture and business and find your true calling in the travel industry. Our internships are typically available in many different areas of the hotel. By gaining hands-on experience in the exciting world of hotel management, you'll be better prepared to pursue opportunities post-graduation. Here's to exploring, kickstarting your dream career, and joining us on your journey
Guest Relations
Communication
Working with Others
Quality Assurance/Quality Improvement
Physical Tasks
Reservation Services
Reservation Processing
EDITION Hotels combine the visionary genius of boutique hotelier Ian Schrager, the service delivery of a world-class luxury hotel, and the global reach of Marriott International to create an entirely new experience in the world of hospitality. EDITION delivers the best of both worlds in a delicate balancing act – polish with personality, perfectionism with individualism, and comfort with charisma and charm. The brand targets sophisticated, knowledgeable consumers who understand quality, originality, design, and service excellence, but who want it without limitations – breaking the bounds of convention and demanding an attitude and a feeling wrapped in a package that showcases the exceptional.
But to create this magical experience, we need you. We are looking for outgoing, authentically amazing people who are looking for a place to work that inspires them, challenges them and makes them proud to come to work. A place where service comes from the heart, not from a handbook. A place that delivers a never-ending theatrical performance that continuously delights and enchants each and every one of our guests.
We invite you to join us today. In joining EDITION, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
