Reservations Agent

The Ritz-Carlton Hotel Company

About the job

At more than 80 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. As the premier worldwide provider of luxury experiences, we set the standard for rare and special luxury service the world over. We invite you to explore The Ritz-Carlton.

Owned by multinational developer, Far East Consortium, The Ritz-Carlton, Perth is a prominent anchor point within Perth’s Elizabeth Quay development. Sitting just 30 metres from the waterfront, the 205-room hotel occupies a 28-storey tower, which also includes a selection of impressive residential apartments. The Ritz-Carlton, Perth, together with The Towers at Elizabeth Quay, an upscale residential development located beside the hotel, sits atop exclusive retail space, fine-dining experiences, and waterfront access. The Ritz-Carlton, Perth also offers guests world-class amenities, including four distinctive restaurants and bars. The hotel is also ideally positioned to accommodate conference and meeting space demand in the city with 2,000 square metres of conference space, including a spacious 572 square metres ballroom fitted with the latest AV technology. Other facilities at the hotel include a Fitness Centre, which offers a gym, spa, and outdoor infinity swimming pool, while an open-roof courtyard with tropical, landscaped gardens creates a resort feel in a bustling city.

Position 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. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

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