Sales & Services Associate (e)

[{{ $ctrl._job.status.name | translate}}] Sales & Services Associate (e)
India Reservations

Posted
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Job description

Sales and Service Specialist – Non Voice

Job Family: Reservations Sales

POSITION SUMMARY

 

Process all loyalty program and sales reservation requests, changes, and cancellations received by email, chat or fax. Enter and retrieve information contained in the reservation system to update records, files and reservations. Transmit information or documents using a computer, or facsimile machine, including proofreading and editing written information to ensure accuracy and completeness.  Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Provide written explanation of guarantee, special rate, and cancellation policies to guests. Accommodate and document special requests. Respond to questions about property facilities/services and room accommodations. 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. Follow proper escalation procedures when addressing guest concerns.

 

Follow all company policies and procedures; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Communicate with others using clear and professional language; answer emails, chat and faxes using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards.  Ensure personal appearance is clean and professional; Perform other reasonable job duties as requested by Supervisors.

CRITICAL TASKS

 

Policies and Procedures

 

Protect the privacy and security of guests and coworkers.

 

Maintain confidentiality of proprietary materials and information. Follow company and department policies and procedures.

 

Perform other reasonable job duties as requested by Supervisors.

 

Guest Relations

 

Actively review and respond positively to guest questions, concerns, and requests using brand or property specific process 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 identifying guest preferences and acting on them whenever possible.

 

Communicate with each and every guest in a friendly manner.

 

Thank guests with genuine appreciation and provide a fond farewell.

 

 

Communication

 

Communicate with guests and co-workers using clear, appropriate and professional language. 

 

Prepare and review written documents (e.g., reservation confirmations, inquiry responses, business letters), including proofreading and editing written information to ensure accuracy and completeness.

 

Talk with and listen to other employees to effectively exchange information.

 

Working with Others

 

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.

 

Quality Assurance/Quality Improvement

 

Comply with quality assurance expectations and standards.

 

 

 


 

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Sales and Service Specialist – Non Voice

Job Family: Reservations Sales

 

Reservation and Loyalty Program Services

 

Verify all reservation information with guests to ensure accuracy.

 

Accommodate and document special requests in an accurate and efficient manner.

 

Determine the most appropriate room type to meet guest requirements. Provide written explanation of guarantee and cancellation policies.

Describe room accommodations and benefit feature sale amenities to guests.

 

Use sales techniques when assisting guests in making reservations, including personalizing emails and faxes, 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 guests.

 

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.

Assist Loyalty members with their inquiries about the program and proactively render assistance to their needs.

Reservation Processing

 

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, missing stays, membership status changes received by email, chat or fax.

 

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.

Guest Relations

 

Follow proper escalation procedures when addressing guest concerns.

 

CRITICAL COMPETENCIES

 

 

Analytical Skills

Interpersonal Skills

Communications

 

Computer Skills

 

Customer Service Orientation

 

Written Etiquette Skills

 

Learning

 

Interpersonal Skills

 

English Language Proficiency

 

 

 

Team Work

 

Listening

 

 

 

Diversity Relations

 

Communication

 

 

 

 

 

Applied Reading

Personal Attributes

Sales

 

 

 

Integrity

 

Attentive to Detail

 

 

 

Dependability

 

Organized

 

 

 

Positive Demeanor

 

 

 

 


 

 

 

 

 

 

 

 

                                                                                                                                                           


Serve guests from around the world as they embark on their travel journey. Create an effortless experience and build raving brand fans by answering questions about property facilities, services, and room accommodations to support our overall vision to be the world’s favorite travel company. Handle incoming contacts for a variety of Marriott brands and assist customers with their booking needs or questions through preferred channels including voice, email, and chat. Responsibilities include processing reservation requests and support of basic loyalty and customer care requests. This role will identify guest reservation needs and follow sales techniques to maximize revenue. Ensure compliance with policies and procedures for special booking rules and requests, loyalty guidelines and case management. Provide customer support through assistance and guidance in issue resolution, and an open communication with Marriott properties, related company contacts, and third parties.

Follow all company policies and procedures; ensure personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. 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. Perform other reasonable job duties as requested by Supervisors.
 
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

Requirements

See description

Job type
Fulltime job
Location
Gurugram, India
Department
Reservations
Starting in
As soon as possible

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