Job Overview
Employment Type
Full-time
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Training and development opportunities
Diversity and inclusion initiatives
Job Description
Marriott International is a globally recognized leader in the hospitality industry, offering guests exceptional experiences through its extensive portfolio of distinguished hotel brands. Among these brands is JW Marriott, known for its dedication to luxury, elegance, and superior service standards. JW Marriott properties are located in prime cities and resort destinations worldwide, providing guests with a blend of sophistication and comfort. The company's philosophy centers around valuing its employees, believing that happy and engaged staff are the cornerstone of excellent guest experiences and sustained business success.
The position available is for a full-time, non-management Reservations Specialist at the JW Marriott located at 1777 Walker St, Houston, Texas. This role is pivotal in the hotel's operations as it directly interacts with guests and supports the reservation process, ensuring a seamless and satisfying booking experience. The Reservations Specialist serves as the first point of contact for guests seeking to book rooms, modify reservations, or inquire about the hotel's services and accommodations.
In this role, you will be responsible for processing all room reservations, requests, changes, and cancellations received via phone, fax, or email. The specialist must identify guest needs regarding reservations, determine the appropriate room type, and verify availability and rates. Understanding and explaining policies related to guarantees, special rates, and cancellations is essential to maintain clarity and guest satisfaction. Documenting special requests accurately and communicating VIP reservation information are also critical responsibilities.
The position requires proficiency in reservation systems to enter, access, and manage booking data efficiently. You will respond promptly to any difficulties guests encounter regarding their reservations by collaborating with the applicable department or personnel. Supervising and ensuring the accuracy of room blocks and reservations, especially for group bookings, is an integral part of the job. This includes entering group room lists, reviewing room blocks to maintain required availability, and maintaining organized files for all groups. Additionally, setting up proper billing accounts per accounting policies falls under your duties.
As a representative of JW Marriott, you will also uphold all company policies and standards, maintain a professional appearance, and protect proprietary information and company assets. Greet guests following company standards, anticipate their service needs, and offer genuine appreciation to ensure a welcoming atmosphere. Assisting guests with disabilities and communicating professionally and clearly – whether in person, in writing, or over the phone – are foundational to delivering the high level of hospitality expected at JW Marriott.
The Reservations Specialist role is more than just managing bookings; it requires teamwork, positive workplace relationships, and commitment to quality standards. Listening to colleagues, supporting team objectives, and addressing concerns appropriately foster a collaborative environment. The physical aspect includes moving or handling objects up to 10 pounds and performing other reasonable duties as assigned by supervisors.
JW Marriott embraces diversity, equality, and inclusion, promoting a work environment where all associates feel valued, welcomed, and supported. The company is committed to non-discrimination and equal opportunities regardless of disability, veteran status, or any other protected characteristic under applicable laws. Employees enjoy a unique workplace culture that combines the sophistication of luxury hospitality with a focus on holistic well-being, ongoing development, and recognition. Joining JW Marriott means becoming part of a global team dedicated to delivering "A wonderful hotel experience, every time," by anticipating and exceeding guest expectations through genuine and thoughtful service.
The position available is for a full-time, non-management Reservations Specialist at the JW Marriott located at 1777 Walker St, Houston, Texas. This role is pivotal in the hotel's operations as it directly interacts with guests and supports the reservation process, ensuring a seamless and satisfying booking experience. The Reservations Specialist serves as the first point of contact for guests seeking to book rooms, modify reservations, or inquire about the hotel's services and accommodations.
In this role, you will be responsible for processing all room reservations, requests, changes, and cancellations received via phone, fax, or email. The specialist must identify guest needs regarding reservations, determine the appropriate room type, and verify availability and rates. Understanding and explaining policies related to guarantees, special rates, and cancellations is essential to maintain clarity and guest satisfaction. Documenting special requests accurately and communicating VIP reservation information are also critical responsibilities.
The position requires proficiency in reservation systems to enter, access, and manage booking data efficiently. You will respond promptly to any difficulties guests encounter regarding their reservations by collaborating with the applicable department or personnel. Supervising and ensuring the accuracy of room blocks and reservations, especially for group bookings, is an integral part of the job. This includes entering group room lists, reviewing room blocks to maintain required availability, and maintaining organized files for all groups. Additionally, setting up proper billing accounts per accounting policies falls under your duties.
As a representative of JW Marriott, you will also uphold all company policies and standards, maintain a professional appearance, and protect proprietary information and company assets. Greet guests following company standards, anticipate their service needs, and offer genuine appreciation to ensure a welcoming atmosphere. Assisting guests with disabilities and communicating professionally and clearly – whether in person, in writing, or over the phone – are foundational to delivering the high level of hospitality expected at JW Marriott.
The Reservations Specialist role is more than just managing bookings; it requires teamwork, positive workplace relationships, and commitment to quality standards. Listening to colleagues, supporting team objectives, and addressing concerns appropriately foster a collaborative environment. The physical aspect includes moving or handling objects up to 10 pounds and performing other reasonable duties as assigned by supervisors.
JW Marriott embraces diversity, equality, and inclusion, promoting a work environment where all associates feel valued, welcomed, and supported. The company is committed to non-discrimination and equal opportunities regardless of disability, veteran status, or any other protected characteristic under applicable laws. Employees enjoy a unique workplace culture that combines the sophistication of luxury hospitality with a focus on holistic well-being, ongoing development, and recognition. Joining JW Marriott means becoming part of a global team dedicated to delivering "A wonderful hotel experience, every time," by anticipating and exceeding guest expectations through genuine and thoughtful service.
Job Requirements
- High school diploma or equivalent
- At least one year of related work experience
- No supervisory experience required
- No licenses or certifications required
- Ability to communicate in Spanish and English preferred
- Must be able to handle physical tasks up to 10 pounds
- Availability to work full-time at the Houston location
- Commitment to uphold company policies and standards
Job Qualifications
- High school diploma or equivalent
- At least one year of related work experience
- Proficiency in reservation systems and software
- Strong communication and customer service skills
- Ability to work collaboratively in a team environment
- Attention to detail and organizational skills
- Ability to handle guest inquiries professionally and efficiently
Job Duties
- Process all room reservations, requests, changes, and cancellations received by phone, fax, or email
- Identify guest needs related to reservations and determine appropriate room types
- Verify room availability and rates
- Explain guarantee, special rate, and cancellation policies to callers
- Document and manage special requests
- Respond to questions about hotel facilities, services, and accommodations
- Use reservation systems to enter and access booking data
- Resolve reservation difficulties by communicating with appropriate departments
- Supervise accuracy of room blocks and reservations
- Enter group room lists and maintain group booking records
- Set up billing accounts according to accounting policies
- Adhere to company policies and maintain professional appearance
- Greet guests according to company standards and assist guests with disabilities
- Communicate clearly and professionally in person, written, and telephone interactions
- Cultivate positive workplace relationships and support team goals
- Handle physical tasks up to 10 pounds as needed
- Perform other reasonable duties as assigned by supervisors
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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