Senior Reservations Executive
Nadi, Fiji6d ago
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Key details
- Location
- Nadi, Fiji
- Work style
- Onsite
- Level
- Senior
- Job type
- Full-time
- Experience
- 2–3 yrs
- Function
- other
- Focus area
- other
- Posted
- 6d ago
Skills
About the role
POSITION SUMMARY
Oversee accuracy of room blocks, reservations, and group market codes. Communicate company values and/or culture to new employees. Review and implement new Reservations procedures. 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. Respond to any challenges found for accommodating rooming requests. Set-up proper billing accounts according to Accounting policies. Troubleshoot, resolve, and document guest issues and concerns or escalate/refer to appropriate individual.
Assist management in training, scheduling, counseling, and motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. 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 guests according to company standards; anticipate and address guests’ service needs; thank guests 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. 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.
Key Responsibilities
- Process reservation requests, changes, and cancellations while ensuring accuracy in the reservation system.
- Identify guest needs, recommend appropriate room types, explain policies, and provide clear information on hotel services.
- Apply effective sales and upselling techniques to maximize revenue and document special requests accurately.
- Handle guest concerns professionally, follow escalation procedures, and maintain confidentiality of all guest and company information.
Key Requirements
- Diploma or Bachelor’s degree in Hospitality, Tourism, Business, or related field (preferred but not mandatory).
- Minimum 2–3 years of experience in hotel reservations, front office, call centre, or customer service roles.
- Strong communication skills with a clear, professional telephone manner.
- Proficiency in reservations systems (e.g., Opera or similar PMS) and good computer skills.
- Excellent attention to detail, accuracy, and organizational skills.
- Strong customer service orientation with the ability to handle guest queries professionally.
- Ability to multitask in a fast‑paced environment and work collaboratively with the wider hotel team.
- Sales‑minded with an understanding of upselling and revenue techniques.
- Positive attitude, reliability, and a commitment to delivering high-quality service.
- Must have legal working rights in Fiji.
Benefits
- Exclusive staff discounts on food, beverage, and hotel rooms across the Marriott International portfolio for you, your family, and friends.
- Access to global training programs, professional development, and career advancement opportunities within Marriott.
- Employee Assistance Program supporting physical, emotional, and financial wellbeing.
- Work with the world’s largest hotel group, committed to equality, diversity, and inclusion
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.