Marriott Careers

Team Leader - Reservation 訂房主任

W Taipei
Taipei, Taipei

Job Description

Check out pictures from associates at this location, and some videos too!

Posting Date Jan 28, 2018
Job Number 18000ACD
Job Category Reservations
Location W Taipei, Taipei, Taipei VIEW ON MAP
Brand W Hotels
Schedule Full-time
Relocation? No
Position Type Non-Management/Hourly

Start Your Journey With Us
Boldly coloring outside the lines of luxury, W turns the traditional notion of the extravagant hotel on its head. Our irreverent attitude and taste for excess redefine revelry for the modern jet set. Our guests have a lust for a life less ordinary that drives them to demand more, experience it all, and hit repeat.
We share our guests’ passions, providing insider access to what’s new and what’s next. Moderation is not in our vocabulary and we know that lust for life demands more, not less. W guests soak it in and live each day with a mantra: Detox.Retox.Repeat. If you’re ready to create the energetic W scene that is magnetic to everyday disruptors around the world, then we invite you to explore a career with W Hotels.

Job Summary
Assist Assistant Manager in managing and ensuring a smooth operation within the department; ensuring outstanding internal customer service and through Customer Contact Center when hotel is on full MARS; managing all Online Travel Agencies and enforce hotel policies and procedures.

Reservation Operations

§  Work with Assistant Manager to develop and maintain all HIDs, encompassing booking process for FIT and Group through various distribution channels.

§  Work with Assistant Manager to constantly pursue overall Operational Excellence of the department.

§  Ensure all Reservation Talent understand Starwood Distribution channel and the programs W Taipei is engaged in.

§  Work with Assistant Manager to ensure calls handled through MARs are effectively represented according to language and style required by W Taipei.

§  Ensure company profile displayed correct information and is maintained through Delphi-Opera interface; and rate codes are updated correctly in both Opera and Valhalla through KAMs activation by Sales Talent.

§  Ensure wholesale and corporate room allotment is managed in accordance to Marriott guideline, with possible maximum room revenue.

§  When necessary, work with Welcome Team to develop and maintain proper standards and ensure proper usage of Opera PMS.

§  Work with relevant departments to develop HIDs on all relevant room packages and promotions.

§  Compile and maintain summary of all packages and promotions, and communicate to all relevant department regularly.

§  Review and ensure all reservations are created in accordance to W Taipei’s standard and guideline.

§  Ensure all reservations are thoroughly reviewed prior to guest arrival.

§  Work with Reservations Manager to ensure hotel information is effectively represented via participating OTAs and Marriott distribution channels.

§  Ensure bookings made through OTAs are checked regularly and retrieve to be updated into Opera PMS accordingly.

Group Management

§  Review Opera to ensure all groups profiles are created in according to W Taipei standard and guideline.

§  According to scheduled dates, follow-up on group status, cut-off date and rooming list with Sales / Event Sales Team to reduce any lost opportunity for maximizing room revenue.

Issue rooming list update and ensure relevant details are follow-up upon and updated in Opera PMS according to W Taipei standard and guideline.


§  Supervise, assign tasks and monitor work load of each Talent to ensure smooth operation of Reservation office.

§  Prepare work schedule to ensure maximum coverage during the required operating hours.

§  Ensure sufficient supply of operating supplies, such as stationary and paper.  Ensure operating equipment are cared for and maintained, such as computer and printer.

§  Maintain an efficient filing system, either manually or electronically, for easy access and retrieval of all reservation related correspondences.

§  Ensure a clean and healthy work environment.

Training and Development

§  Support Reservation Manager with development and maintenance of  on-going training plan to ensure all Reservation Agents are properly trained, ensure high confidence level and optimal customer service.

§  Facilitate Reservation training when required.

§  Assist Reservation Manager with on-going, bi-annual and annual Performance Appraisal according to W Taipei guidelines, and provide constructive feedback for future development and improvement.

§  Promotes a work environment where Talent feels valued, appreciated, involved, equally important and safe.

§  Foster high level of morale among Reservation Talent.

§  Provide training to Sales and Welcome departments when necessary and organize cross training within department when appropriate.


§  Interact with department and hotel Talent in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two-way communication.

§  Demonstrate professional attitude and behavior at all times.

§  Handled elevated customer queries and complaints regarding room Reservations

§  Analyse, evaluate and improve personal performance on a continual basis.

§  Assume other duties as requested by Management. 

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.