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in Papillion, NE

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Hours Full-time
Location OMAHA, NE
Papillion, Nebraska

About this job



SUMMARY DESCRIPTION: This position currently represents 5 Ritz-Carlton Regional hotels as their in-house reservations department. Assisting the caller with information regarding the hotel's accommodations, amenities, surroundings, quality, value and ultimately making reservations using the additional property specific knowledge and tools provided. In addition, the position also handles 800# Ritz-Carlton reservation calls, servicing over 75 hotels worldwide. This position also handles Platinum Elite call volume as volume allows.

SPECIFIC RESPONSIBILITIES:

*Essential Functions

*1. Handle incoming calls from Ritz-Carlton Regional Hotels or Ritz-Carlton 800# and Platinum Elite Overflow using good listening and communication skills to secure information necessary to complete a reservation.

*2. Applies all trained sales techniques to convert calls into reservations, complying with sales strategies identified in training.

*3. Know and understand all City hotel's selling strategies for maximizing hotel occupancy and revenue.

*4. Handle incoming Ritz-Carlton Regional Hotels calls with a seamless transfer for the guest using words like our" and "we.

*5. Have specific knowledge of all represented hotels and knowledge of the difference between brands.

*6. Promotes effective cross selling strategy of Marriott hotel products whenever the primary hotel or product line is unable to accommodate a reservation request.

*7. Maintain and display a pleasant, helpful, courteous attitude while providing excellent service to all customers and associates in the center. To respond sensitively to the needs and feelings of others, regardless of status or position; to accept interpersonal differences and to maintain rapport.

*8. Demonstrates operational knowledge of the MARSHA/MERLIN computer system and Callmaster telephone console.

*9. To effectively recognize and resolve issues, taking action to overcome challenges to get work done efficiently, with a high degree of quality. To make sound and logical decisions, using good judgment and common sense.

*10. To understand the Reservation Center as a business and the requirements of the operation; maintaining the service levels and quality levels that The Ritz-Carlton Brand has defined, including QTI guidelines and 5 Diamond guidelines.

*11. Be familiar and utilize the INF mini hotel/Hotel DH Screen, IDIR, and Group Fact Screens for answering guest or hotel questions.

*12. Know how to handle and book group reservations; Know when to and not to book a housing protected group booking; be familiar and utilize the group fact screen.

*13. Process force sell reservations for designated properties, based on force sell guidelines.

*14. Provide The Ritz-Carlton Managers with feedback on guest concerns/issues regarding cluster area properties.

*15. Abides by:

a. Information appearing in weekly updates and all employee memos.

b. Policies and procedures identified in the Associate Handbook.

*16 You may be asked to act as On-the-Job Trainer (OJT) for The Ritz-Carlton Desk. This may include, but is not limited to, double-jacking with and ghosting during training classes. In addition, The Ritz-Carlton Ladies and Gentlemen must be willing to train and instruct other members of The Ritz-Carlton Team by passing along necessary skills and information to assist them in their development and advancement.

*17 The Ritz-Carlton Ladies and Gentlemen should strive to understand our business, and learn the requirements of the operation to maintain the service and the quality levels of The Ritz-Carlton Desk.

*18 Complete Guest Incident Action forms to assist in addressing guest concerns and complaints (opportunities) in a considerate, efficient and thorough manner.

*19 Each associate is expected to carry out all reasonable requests by management which the associate is capable of performing.

JOB SPECIFICATIONS:

1. Proven problem-solving skills.

2. Proven oral and written communication skills.

3. Ability to work a flexible schedule between the hours of 0600 - 2330 M-F; 0700-2330 S-S.

Weekends required at this time.

4. Superior customer service skills.

5. Dependable, enthusiastic and determined.

Marriott International offers you the opportunity to find the hospitality job and career journey that's right for you. With more than 1100 managed properties and 18 brands you'll find us in your neighborhood and in more than 74 countries across the globe. Find Your World at Marriott.



Job Summary

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.

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.