Reservations agent

Job Number 26109620

Job Category Reservations

Location Calea 13 Septembrie 90, Bucharest, Romania, Romania, 50726VIEW ON MAP

Schedule Full Time

Located Remotely? N

Position Type Non-Management

Position Summary

In this role, you will drive the effectiveness of the Reservations department by ensuring flawless daily operations, impeccable communication, and unwavering alignment with JW Marriott's luxury standards.

Key responsibilities:

• Process all reservation requests, modifications, and cancellations received via phone, e-mail or OTAs (Online Travel Agencies
• Explain guarantee, special rate, and cancellation policies to callers; accommodate and document special requests
• Answer questions about property facilities/services and room accommodations
• Identify guest needs to determine the optimal room type and utilizing intuitive sales techniques to maximize hotel revenue, such as upselling suites or exclusive packages
• 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.
• Manage communications, including calls, emails, and guest interactions
• Ensure compliance with Marriott Operating Standards to maintain brand integrity
• Handle incoming calls, messages, and correspondence efficiently and professionally

Would you like to be part of a company that offers:

• 🌍 Discounted accommodation in over 10,000 hotels worldwide – yes, over 10,000!
• ✈️ Unlimited career opportunities, both locally and internationally
• 🍽️ Meal vouchers
• 🏥 Medical benefits package
• ☕ €5 breakfast when staying in any of our European hotels
• 🍷 Discounts on food and beverages in all our restaurants and bars
• 👨‍👩‍👧‍👦 Special rates for friends and family
• 🧘 Wellness and mental health programs
• 🌴 21 days of annual leave, increasing with length of service
• 🎓 World-class training and development opportunities
• 🎉 Memorable associates’ events and celebrations
• 💰 Referral bonuses when you recommend friends to join our team

We are looking for a highly organized and proactive Reservations Agent who thrives in a dynamic, fast-paced luxury hospitality environment.

Key qualifications and skills:

• Native or professional fluency in Romanian (written and spoken) is a mandatory requirement for this role
• Fluent written and spoken English, paired with clear, professional telephone etiquette
• Timeless and accurate in work and assignments
• Proficiency with standard MS Office programs
• Prior experience using Opera PMS or Marriott's MARSHA system represents a plus

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.