Customer Service Representative

2 weeks ago


Yantai, Shandong, China Marriott International Full time

Job Summary:

We are seeking a highly skilled Customer Service Representative to join our team as a Reservations Specialist. As a key member of our front office staff, you will be responsible for processing all reservation requests, changes, and cancellations.

Key Responsibilities:

  • Process reservation requests, changes, and cancellations via phone, fax, or mail.
  • Determine appropriate room type and verify availability.
  • Explain guarantee, special rate, and cancellation policies to callers.
  • Accommodate and document special requests.
  • Answer questions about property facilities and room accommodations.
  • Follow sales techniques to maximize revenue.
  • Input and access data in reservation system.
  • Indicate special room reservation types by inputting correct code and rate.
  • Follow proper escalation procedures when addressing guest concerns.

Requirements:

  • Follow company policies and procedures.
  • Maintain confidentiality of proprietary information.
  • Protect company assets and guests' privacy.
  • Welcome and acknowledge guests according to company standards.
  • Anticipate and address guests' service needs.
  • Develop and maintain positive working relationships.
  • Comply with quality assurance expectations.


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