Senior Sales Reservationist

Marriott International is a globally recognized leader in the hospitality industry, offering a wide range of lodging options and exceptional guest experiences. Among its various brands, Gaylord Hotels stands out by providing unique environments, services, and programs that bring people together in extraordinary ways. Located in Nashville, Tennessee, Gaylord Opryland Resort & Convention Center is an iconic destination known for its impressive architecture, lush indoor gardens, and extensive meeting and event spaces. Guests from around the world experience a blend of comfort, luxury, and innovation when they stay at this celebrated venue.

This role is a full-time, non-management position based at the Gaylord Opryland Resort & Convention Center in Nashville, focused on the Reservations department. The hourly pay is set at $20.00, reflecting the company’s commitment to fair and competitive compensation for its employees. Working onsite and not remotely, the position requires handling the complete reservation process for hotel guests. This includes managing room bookings, special requests, modifications, and cancellations received via telephone, fax, or email. The Reservations team is vital in ensuring a smooth and seamless guest experience from the very first point of contact.

As a Reservations Agent, you will be responsible for accurately identifying guest needs regarding their room preferences and matching them to the appropriate room types and rates. You will verify room availability and explain the hotel's policies on guarantees, special rates, and cancellation procedures effectively and professionally. Being knowledgeable about the resort's facilities and amenities will enable you to respond to guest inquiries comprehensively. Additionally, you will utilize sales techniques to maximize revenue, entering data accurately into the reservations system, including special room types such as courtesy rooms, employee discounts, inspection rates from travel agencies, and wholesale bookings.

The role extends beyond transactional tasks, emphasizing exceptional guest service. This includes recognizing and welcoming guests following company standards, anticipating their service needs, providing assistance to people with disabilities, and fostering positive communication among team members. Employees are expected to maintain professional appearance and confidentiality, handle sensitive information with discretion, and support the company’s privacy and security standards. Collaboration within the team and adherence to quality assurance expectations are essential aspects of the job.

Gaylord Hotels, together with Marriott International, values diversity and equal opportunity, creating an inclusive work environment where all associates feel welcomed and valued. The company actively embraces cultural diversity and strives to provide accessible employment opportunities free from discrimination based on disability, veteran status, or other legally protected characteristics.

This position is ideal for individuals who have a high school diploma or equivalent, possess good communication skills, and are eager to contribute to a dynamic team focused on delivering outstanding guest experiences. While prior related experience is not mandatory, strong interpersonal skills, the ability to handle multiple tasks efficiently, and a professional demeanor are crucial for success in this role. Marriott International’s extensive training and development programs offer employees the chance to enhance their skills and grow within the organization.

In summary, the Reservations Agent role at Gaylord Opryland Resort & Convention Center is a great opportunity for anyone passionate about hospitality and customer service. You will play a key role in coordinating room reservations, providing information, and ensuring every guest interaction is handled with care and professionalism. Working in a vibrant environment backed by the resources and reputation of Marriott International, you can build your career in a supportive and diverse workplace while contributing to the remarkable experiences that Gaylord Hotels are known for.