Cluster Reservation Agent

**Job Number** 23207300

**Job Category** Reservations

**Location** The Westin Melbourne, 205 Collins Street, Melbourne, Victoria, Australia VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Non-Management

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Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in reservation system. 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; ensure uniform and 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.

**KEY RESPONSIBILITIES**
- Update information of new guests, ensuring that all address details, room rates, departure dates, marketing statistics (source of business, company name and SET number), travel agency details and codes and method of payment are precise and correct
- Maintain guest history, update and ensure the latest information is recorded
- Processing reservations and inquiries as per Galaxy and TLPe statusing and guidelines
- Ensure the inputting of all reservations is completed in a timely manner
- Process all correspondence in respect of bookings, ensuring prompt attention and filing
- Ensure hotel inventory availability is aligned with CCC and TLPe via IPS reports. All discrepancies are to be actioned on a daily basis
- Adhere to department’s PCI standards and procedures
- Be fully conversant with facilities of the hotel, including room configurations and the operating times of all food and beverage outlets
- Update individual up-sell report on a monthly basis for verification by Cluster Reservations Sales Manager
- Read all communication materials (promotions and inter-office memos) at the commencement of each shift
- Attend all shifts on time in accordance with your roster
- To maintain company confidentiality, ensure that business dealings within the organisation are not discussed with outside parties
- Immediately notify the department manager and Human Resources when contact phone numbers or personal details change
- Actively communicate any associate or guest feedback to your Manager, to seek continual improvements in service and ensure guest satisfaction
- Support the hotel and team members, maintaining a pleasant atmosphere with co-workers at all times
- To demonstrate a high level of product knowledge and job skills, showing enthusiasm to increase this knowledge
- Attend meetings as required

Initials _____
- Work efficiently at all times
- Drive and support departments KPI’s
- Meet the grooming standards of the hotel as set out in the Associate Handbook
- Knowledge and understanding of financial knowledge, controls, inventory, costs, expenses, and all cash handling procedures and policies.
- Be aware of all services and facilities offered by the hotel
- Anticipate guest’s needs through observation and offer prompt, efficient service either personally or through effective communication with other associates
- Demonstrate clear behaviours that align to the Westin Service Culture Standards, the Marriott Journey and Brand Core values
- Comply with and abide by all hotel polices and procedure and information as outlined in Associate handbook
- Comply with Marriott’s Worldwide Code of Business Conduct and Ethics and the Policy against Insider trading at all times
- To work as and where directed by Management plus follow all reasonable requests
- Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any