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Additional Information
Job Number 24172119
Job Category Reservations
Location W Barcelona, Placa de la Rosa dels Vents 1, Barcelona, Barcelona, Spain, 8039VIEW ON MAP (https://www.google.com/maps?q=W%20Barcelona%2C%20Placa%20de%20la%20Rosa%20dels%20Vents%201%2C%20Barcelona%2C%20Barcelona%2C%20Spain%2C%208039)
Schedule Full Time
Located Remotely? N
Position Type Non-Management
POSITION SUMMARY
Job Overview:
Process all reservation requests, changes, and cancellations received by phone, mail or other, method in a timely and accurate fashion. Identify guest reservation needs by asking open-ended questions to obtain all necessary information, including Bonvoy status. Determine the most appropriate room type to meet guest requirements and maximize room rate. Verify availability of room type and rate.
Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests when able. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue including personalizing calls, obtaining complete guest needs, suggesting alternate dates or directing guests to sister properties on sold out days.
Follow “up selling” techniques and sales strategies in order to maximize property revenue. Provides guests with information about the Bonvoy loyalty program and processes new enrollments. Input and access data in reservations systems. 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 these numbers. Identify repeat guests using appropriate codes and ensure guest is acknowledged as a repeat. Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesaler reservations) by inputting the correct code and rate into the reservation system. Perform general office duties related to reservations.
Troubleshoot, resolve, and document guest issues and concerns or escalate/refer to appropriate individual. Follow documented escalation procedures when addressing guest concerns.
Assist management in training, motivating, and coaching employees; serve as a role model and first point of contact. Report accidents, injuries, and unsafe work conditions to manager. 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; provide assistance to coworkers, ensuring they understand their tasks. Develop and maintain positive working relationship with others; support team to reach common goals. 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.
Safety and security
+ Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
+ Follow company and department safety and security policies and procedures to ensure a clean, safe and secure environment.
+ Report work related accidents, or others injuries immediately upon occurrence to manager/supervisor.
+ Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
Policies and Procedures
+ Follow company and department policies and procedures.
+ Protect the privacy and security of guests and coworkers.
+ Maintain confidentiality of propriety materials and information.
+ Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
+ Perform other reasonable job duties as requested by Supervisors.
Guest Relations
+ 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.
+ Address guests’ service needs in a professional, positive, and timely manner.
+ 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.
+ Thank guests with genuine appreciation and provide a fond farewell.
+ Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
Communication
+ Provide assistance to coworkers, ensuring they understand their task.
+ Answer telephone using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one’s voice, using the caller’s 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.
+ Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
+ Talk with and listen to other employees to effectively exchange information.
+ Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
Working with Others
+ Support all co-workers and treat them with dignity and respect.
+ Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
+ Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
Quality Assurance/Quality Improvement
+ Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings.
+ Comply with quality assurance expectations and standards.
Candidate’s Profile:
+ Background in the Tourism and/or Hotel industry.
+ Fluency in English and Spanish both verbally as well in writing
+ Knowledge of German, French, Italian, Catalan and any other language is most desirable
+ Knowledge of Opera PMS.
+ Background of Marriott Systems is a plus.
+ Problem resolution and self-motivated.
+ Experience in reservations or customer service is a plus.
+ Attention to detail and with customer focused mindset.
_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._
W Hotels’ mission is to Ignite Curiosity, Expand Worlds.
We are a place to experience life. We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe.
Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W 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.
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