Intern - Reservations Agent Sept.25 H/F Marriott

JOB SUMMARY

·Accept telephone calls and sell hotel rooms for all Marriott's properties in Paris and in the South of France. Handle all customer inquiries in a timely, courteous and professional manner and maintain the highest possible standard of customer services and sales skills.

·Provide friendly, efficient and helpful service to customers and colleagues, both internal and external. Sell the participating hotels, their facilities and have full product knowledge of the hotels and their features and benefits.

·Respect all the procedures in place within the department: privacy and confidentiality of the guest information, reservations procedure, respect of the quality of service standards.

Location : Paris La Défense, France.

CORE WORK ACTIVITIES

Guest satisfaction

· To answer phones in a prompt and courteous manner.

· To treat all customers (internal and external) with courtesy and respect, and to refer to them by name and ensure that any customer concerns are handled in a timely manner.

· To have a thorough understanding of both Marriott Rewards Loyalty programs and Marriott Incentive Awards programs.

Policies and procedures

· Protect the privacy and security of guests and coworkers.

· Maintain confidentiality of proprietary materials and information.

· Follow company and department policies and procedures.

· Perform other reasonable job duties as requested by Supervisors.

Reservations services

· Verify all reservation information with callers to ensure accuracy.

· Determine the most appropriate room type to meet guest requirements and maximize room rate.

· Explain guarantee and cancellation policies to callers.

· Describe room accommodations and benefit feature sale amenities to guests.

· Verify availability of room type, rate, and occupancy before confirming any reservations.

· Process all reservation requests, changes, and cancellations received by phone, fax, or mail.

· 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, 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 reservation needs by asking open-ended questions to obtain all necessary information, including enrollment in Marriott Rewards program.

· Follow up selling techniques and sales strategies in order to maximize property revenue.

· Identify repeat guests using appropriate codes.

Guest relations

· Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.

· Address guests' service needs in a professional, positive, and timely manner.

· Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

· Welcome and acknowledge each and every guest with a smile, and a friendly verbal greeting, using the guest's name when possible.

· Thank guests with genuine appreciation and provide a fond farewell.

Communication

· Speak to guests and co-workers using clear, appropriate and professional language.

· Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

· Talk with and listen to other employees to effectively exchange information.

CANDIDATE PROFILE

Experience

·High School Diploma or equivalent required

·No experience in a reservation center required

Skills and Knowledge

Skills

·Communication: Ability to listen and communicate

·French mandatory and English fluent, a third language would be appreciated

Adaptability

Customer service orientation

Computer skills (Microsoft office)

Personal attributes

Team work

Integrity

Positive attitude

Motivated

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Marriott International is the world's largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work, begin your purpose, belong to an amazing globalteam, and become the best version of you.