The Reservations Department at the Marriott International Venice Cluster, formed by The Gritti Palace, the Hotel Danieli and The St. Regis Venice, is currently recruiting for a Multi-Property Reservation Agent.

Based in the heart of Venice, steps away from St. Mark’s Square, the role reports to the Reservation Manager. The ideal candidate shows a strong understanding of customer service within luxury hospitality along with advanced English language skills and preferably other foreign languages.

The main responsibilities are:

• 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 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.
• Perform other reasonable job duties as requested by Supervisors.

Requirements

• Ideally, knowledge of Marriott Systems i.e. Opera and Marsha

• Fluent English and at least another language

• Knowledge of luxury hospitality

• Strong communication skills and attention to details

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.