Cluster Senior Reactive Sales Executive Marriott Hotel Melrose Arch
Job in
Johannesburg, 2000, South Africa
Listing for:
Marriott International
Full Time
position
Listed on 2026-01-28
Job specializations:
-
Hospitality / Hotel / Catering
Customer Service Rep
-
Customer Service/HelpDesk
Customer Service Rep, Bilingual
Job Description & How to Apply Below
POSITION SUMMARY
Process transient, group and event sales requests, changes, and cancellations received by phone, fax, or email. Identify guest, and client enquiry needs and determine appropriate room type, including group and catering blocks. Verify availability of room type, event space 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 property management systems. Indicate special room reservation types (., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct codes and rate into the property management 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.
RESERVATION SERVICES
Verify all enquiry 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 and client requirements and maximize room rate.Explain guarantee and cancellation policies to callers.Describe room accommodations and benefit feature sale amenities to guests and clients.Use sales techniques when assisting guests and clients in making reservations, including personalizing calls, obtaining complete guest and client needs, suggesting alternate dates or directing guests and clients to sister properties on sold out days.Answer guest and client questions about property facilities/services (., 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 callers, giving them the option of emailing and/or faxing these numbers.Identify guest and client enquiry needs by asking open-ended questions to obtain all necessary information, including enrollment in Marriott Bonvoy program.Follow “up selling” techniques and sales strategies in order to maximize property revenue.Identify repeat guests and clients using appropriate look up procedures.RESERVATION PROCESSING
Inform guests of rules and regulations regarding qualifying rates (., government and special corporate rates and discounts).Input and access data in property management system by entering correct information into proper fields, including Marriott Bonvoy number, and asking for travel agency IATA and TIDS numbers (., flags, comments, guest messages).Verify availability of room type, event space, rate, and occupancy before confirming any reservations and enquiries.Process all enquiry requests, changes, and cancellations received by phone, fax, or email.Indicate special room reservation types (., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct codes and rate into the property management system.GUEST RELATIONS
Follow proper escalation procedures when addressing guest concerns.POLICIES AND PROCEDURES
Protect the privacy and security of guests and coworkers.Maintain confidentiality of proprietary…
Position Requirements
10+ Years
work experience
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