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**_Position Description:_**
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To serve as a resource and contact between wholesalers, travel agents, hotels, and the Regional Reservations Centre in regard to all matters involving the regional cluster’s wholesaler/travel agent programmes and hotel requirements.
To support special corporate accounts within the regional cluster.
**_Responsibilities_**
1. Serve as the point of contact for clients and communicate with them by phone and email to respond to questions and requests.
2. To process all reservation requests, changes, and cancellations received by phone, fax or mail following sales techniques to maximise revenue.
* 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 bookers.
* 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, specific contracted and allocation rates, restaurants, special events).
* Assign confirmation/cancellation numbers and clearly relay this information to bookers, giving them the option of emailing and/or faxing these numbers.
* Identify guest reservation needs and being able to interpret these needs by paper
* 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 contracted corporate rates and wholesaler rates.
* 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 all details provided to you via fax/e-mail of room availability, 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.
3. To assist external wholesalers, participating regional hotels and reservations centres with any hotel wholesale enquiries e.g. resolving problems, answering queries. To act as primary point of contact for hotel administration or wholesale issues.
4. To ensure clarity and consistency of wholesaler rates/facts pages in MARSHA. To contact individual properties to communicate any inconsistencies and trends.
5. To communicate information regarding hotel wholesalers and hotel specific information in a timely manner and to ensure and monitor understanding of information communicated.
6. To act as a support to the Regional Reservations Sales Agents and to respond to any questions or queries from aforementioned associates concerning hotel wholesalers or any administration work provided by the team.
7. To have a full working knowledge of, and be able to promote and sell the regional hotels.
8. To respond to telephone, fax, email and hotel wholesaler and administration enquiries on behalf of the hotels in a timely manner and make reservations accordingly.
9. To treat all customers (internal and external) with courtesy and respect, and to refer to them by name.
10. To answer all phone calls promptly and in a courteous manner.
11. To have a working knowledge of the credit policies of the participating regional hotels and their direct billing procedures on guaranteed no-shows and assured reservations.
12. To assist regional properties in any transient hotel wholesaler and administration bookings.
13. To file all processed reservations, correspondence etc and ensure that all files are current and in order.
14. To have a working knowledge of the hotels’ sales and front desk areas and how they relate to reservations.
15. To support the Regional Reservations Centre during peak times by assisting with queue calls.
16. To support the Regional Administration, Wholesale and Golf team as and when required.
17. To have an awareness of the sales strategies of the hotels, average room rates, performance and groups coming into the hotels.
18. To promote at all times a professional image to internal and external customers and to adhere to the rules of the company’s handbook.
19. To maintain a clean and neat appearance at all times in your dress as well as your work area.
20. To perform any reasonable request as directed by management.
21. To have a thorough knowledge all bookings systems; Pure, Marsha and Concept.
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**_Job Pre-requisites_**
§ A minimum of 6 months tenure with Marriott International.
§ Positive and friendly attitude at all times to both colleagues and visitors.
§ Ability to function in a fast-paced environment, handling multiple priorities simultaneously.
§ To be able to deal with situations of a dynamic nature; to be able to modify plans, actions and decisions in light of changing situations and circumstances.
§ Excellent proficiency in both spoken and written English.
§ Excellent proficiency in both spoken and written French or German.
§ Demonstrated good analytical, problem-solving skills and attention to detail.
§ Strong organisational skills – able to demonstrate self-managing and operate within a team.
*Job:* Administration
*Primary Location:* IRL-Cork-Cork-Cork GRSCC
*Organization:* Corporate
*Schedule:* Full-time
*Job Posting:* Apr 1, 2014, 4:26:20 AM
*Req ID:* 14000MBJ