Reservations Agent - W Prague

Job description

Key Responsibilities

           Reservation Services

·  Handle all reservation inquiries, changes, and cancellations received via phone, email, or fax.
·  Accurately identify guest needs and recommend suitable room types and rate options.
·  Confirm room availability and ensure all reservation details are correctly entered into the system.
·  Clearly explain guarantee and cancellation policies to guests.
·  Respond to questions regarding hotel services, amenities, room features, promotions, and availability.
·  Use effective sales techniques to maximize occupancy and revenue, including upselling and promoting alternative dates or sister properties when necessary.
·  Process and document special requests with precision and efficiency.
·  Assign and communicate confirmation or cancellation numbers to guests, offering email or fax confirmation options.
·  Promote guest loyalty by enrolling guests in the Marriott Bonvoy program and recognizing returning guests using appropriate coding.
·  Ensure familiarity with Opera and Empower reservation systems.

Reservation Processing
·  Input and access accurate data in the reservation system, including loyalty program numbers, travel agency details, and rate qualifications.
·  Handle special reservation types (e.g., complimentary stays, employee rates, agent inspection rates) with appropriate coding.
·  Confirm room type, rate, and occupancy before finalizing reservations.
·  Understand and communicate rate eligibility criteria, such as government or corporate discounts.

          Guest Relations

·  Follow established escalation procedures when addressing guest concerns to ensure timely and effective resolution.
·  Deliver exceptional service by anticipating guest needs and handling requests in a professional and courteous manner.

          Candidate Profile

·  Previous experience in a reservation, front desk, or customer service role is a strong advantage.
·  Familiarity with Opera and Empower systems is highly preferred.
·  Strong interpersonal and communication skills.
·  Detail-oriented, with the ability to multitask efficiently in a fast-paced environment.
·  A genuine passion for hospitality and guest satisfaction.
·  Professional proficiency in English (Czech or other languages are a plus).

          Why Join Us?

·  Be part of a vibrant, luxury lifestyle hotel with a strong global brand
·  Work in a culture that values individuality, creativity, and innovation
·  Enjoy a supportive team environment and opportunities for growth within Marriott International
·  Exclusive Marriott associate benefits, including travel perks, wellness initiatives, and learning opportunities

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.