Marriott Careers

Sales & Marketing - Reservation Agent

Shanghai, China

Job Description

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

Posting Date Feb 21, 2018
Job Number 18000ITH
Job Category Reservations
Location Shanghai Marriott Hotel City Centre, Shanghai, China VIEW ON MAP
Brand Marriott Hotels Resorts /JW Marriott
Schedule Full-time
Position Type Non-Management/Hourly

Start Your Journey With Us
Marriott Hotels, Marriott International’s flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.
Construction of the largest full-service Marriott-branded hotel in Shanghai, Shanghai Marriott Hotel City Centre opened its doors on 24 November, 2011. Located aside People's Square and Park on Xi Zang (Middle) Road, the Shanghai Marriott Hotel City Centre enjoys a premium downtown location. Nanjing Pedestrian Street is a 30 second stroll from the hotel's street entrance. The BUND, Suzhou Creek and the lively Xintiandi are all within easy walking distance.

  • Handle all reservation requests via telephone, fax, mail and Internet in a friendly, efficient and prompt manner. 
  • Answer the incoming phone calls 3 rings follow the Marriott 3-steps sales process.
  • Handle the incoming faxes/mails/emails reservation inquires within 24 hours according to the hotel standard on a daily basis. 
  • Perform and complete the Reservation Sales Office daily shift duties.
  • Maintaining a high level of quality within the reservation sales department.
  • Understand the importance of servicing internal customers as well as external.
  • Answer all phone calls promptly and in a friendly manner
  • Ensure the phone calls are answered within 3 rings whenever possible and that following the standards of a Marriott Reservation call
  • Handle incoming calls using good listening and communication skills to secure information necessary to complete a reservation
  • Handle all incoming faxes and reply to customer in a courteous manner
  • Process and respond to reservation requests efficiently and effectively, all reservation confirmation requests should be handle within 24 hours              
  • Handle reservation requests from other departments
  • Understand the hotel’s policy in cancellation, no-show and credit facilities
  • Check and follow all traces on a daily basis
  • Check and file all necessary reports on a daily basis
  • Be aware at all times of the selling status, rates, packages and groups coming into the hotel
  • Know and understand the hotel selling strategy for maximizing hotel occupancy and revenue.  Strive to follow the strategy when selling the hotel to prospective guests by using feature and benefit sales skills
  • Complete understanding of MARSHA, Oscar and Fidelio Front Office systems
    完全了解酒店的系统,包括MARSHA, Oscar 和 Fidelio
  • Be able to clear the error log & Marsha queues
    能够很好地处理误差登记和Marsha Q
  • Be knowledgeable of Marriott Rewards program and Frequent Flyer programs and the reservation procedures applicable to that program
  • Have specific knowledge of hotel layout and design of each guestroom.  Be familiar with the surrounding area as well as other Marriott hotels in the area
  • Understand how the Sales, Event Management and Front Desk relate to the Reservations Department
  • Understand how the Worldwide Reservation Centers function in relation to the hotel.
  • Liaise with colleagues in a helpful, friendly and courteous manner
  • Maintain a neat and clean appearance in your dress code as well as in your work area
  • Perform the Reservation Sales Office daily shift duties and all reasonable requests of 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.