Job Number 24003885

　　Job Category Food and Beverage & Culinary

　　Location Johannesburg Marriott Hotel Melrose Arch, 42 The High Street, Melrose Arch, Johannesburg, Gauteng, South Africa

　　Schedule Full-Time

　　Located Remotely? N

　　Relocation? N

　　Position Type Non-Management

　　POSITION SUMMARY

　　Process all group and catering reservation requests, changes, and cancellations received by phone, fax, or email. Identify client needs, determine appropriate room types, venues, and 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. Communicate information regarding designated VIP reservations. Input and access data in reservation systems. Respond to any challenges found for accommodating rooming requests by communicating with appropriate individual or department. Oversee accuracy of group and catering blocks. May be required to input group rooming lists using reservation systems, revise room blocks to maintain the required number of available rooms and keep organized files of all groups.

　　Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all clients and guests according to company standards; anticipate and address clients’ service needs; assist individuals with disabilities; thank clients with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; 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. Read and visually verify information in a variety of formats. 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.

　　CRITICAL TASKS

　　RESERVATION SERVICES

　　Accommodate and document special requests in an accurate and efficient manner.

　　Verify all reservation information with callers to ensure accuracy.

　　Assign confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing and/or faxing these numbers.

　　Explain guarantee and cancellation policies to callers.

　　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).

　　Describe room accommodations and benefit feature sale amenities to guests.

　　Communicate information regarding designated VIP reservations, including VIP name, company, and title to upper-level management.

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

　　Identify repeat guests using appropriate codes.

　　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.

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

　　RESERVATION PROCESSING

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

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

　　Input and access data in reservation system by entering correct information into proper fields, including Marriott Rewards number, and asking for travel agency IATA and FIT numbers (i.e., flags, comments, guest messages).

　　Inform guests of rules and regulations regarding qualifying rates (e.g., government and special corporate rates and discounts).

　　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.

　　INVENTORY/ROOMS CONTROL

　　Oversee accuracy of room blocks and reservations.

　　Respond to any challenges found for accommodating rooming requests by communicating with guest or group contact, Sales Department, or Front Desk.

　　GROUP RESERVATIONS

　　Input group rooming lists using reservation systems (e.g., MARSHA, Fidelio, OPERA).

　　Keep organized files of all groups for easy and accurate reference for an event.

　　Revise room blocks in the reservation system (e.g., MARSHA, Fidelio, OPERA) to maintain the required number of available rooms after rooming lists are entered.

　　RESERVATION BILLING

　　Set-up proper billing accounts (i.e., share-with, room/tax/incidentals, tax exempt, direct/special billing, group bookings) according to accounting policies.POLICIES AND PROCEDURES

　　Maintain confidentiality of proprietary materials and information.

　　Protect the privacy and security of clients, guests and coworkers.

　　Follow company and department policies and procedures.

　　Perform other reasonable job duties as requested by Supervisors.

　　GUEST RELATIONS

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

　　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.

　　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, eye contact, and a friendly verbal greeting, using the guest's name when possible.

　　Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

　　Assist other employees to ensure proper coverage and prompt guest service.

　　Thank guests with genuine appreciation and provide a fond farewell.

　　COMMUNICATION

　　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.

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

　　Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.

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

　　WORKING WITH OTHERS

　　Support all co-workers and treat them with dignity and respect.

　　Develop and maintain positive and productive working relationships with other employees and departments.

　　Partner with and assist others to promote an environment of teamwork and achieve common goals.

　　Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

　　QUALITY ASSURANCE/QUALITY IMPROVEMENT

　　Comply with quality assurance expectations and standards.PHYSICAL TASKS

　　Enter and locate work-related information using computers and/or point of sale systems.

　　Read and visually verify information in a variety of formats (e.g., small print).

　　Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

　　CRITICAL COMPETENCIES

　　Analytical Skills

　　Decision-Making

　　Learning

　　Problem Solving

　　Computer Skills

　　Interpersonal Skills

　　Interpersonal Skills

　　Teamwork

　　Customer Service Orientation

　　Diversity Relations

　　Sales Oriented

　　Communications

　　Communication

　　Listening

　　English Language Proficiency

　　Applied Reading

　　Telephone Etiquette Skills

　　Writing

　　Personal Attributes

　　Integrity

　　Positive Demeanor

　　Presentation

　　Dependability

　　Stress Tolerance

　　Adaptability/Flexibility

　　Initiative

　　Organization

　　Multi-Tasking

　　Time Management

　　Detail Orientation

　　Planning and organizing

　　Computer Skills & Systems

　　Microsoft Office

　　Opera PMS

　　Opera Sales & Catering advantageous

　　MARSHA advantageous

　　SFAWeb advantageous

　　PREFERRED QUALIFICATIONS

　　Education

　　High school diploma/G.E.D. equivalent

　　Related Work Experience

　　At least 1 year of related work experience

　　Supervisory Experience

　　No supervisory experience is required

　　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.

　　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.