Customer Service & Call Center Agent

Job Number: 24216271

Job Category: Reservations

Location: MI Regional Office Cape Town, Arthur's Road, Western Cape, South Africa, 8005

Schedule: Full Time

Located Remotely? No

Position Type: Non-Management

About Marriott International: Marriott International is a global leader in the hospitality industry, renowned for our commitment to innovation, diversity, and delivering exceptional guest experiences. Join our team and be part of a company that values your contributions and invests in your career development.

Position Summary: As a Customer Service & Call Center Agent, you will play a vital role in ensuring our guests’ travel experiences start on the right note. You will handle reservation requests, changes, and cancellations efficiently while delivering exceptional customer service. Your ability to understand guest needs, provide accurate information, and use sales techniques will directly contribute to maximizing revenue and guest satisfaction.

Key Responsibilities:

1. Process all reservation requests, changes, and cancellations received via phone, fax, or email.
2. Identify guest reservation needs and recommend suitable room types and rates.
3. Verify room availability and rates; accurately input data into the reservation system.
4. Explain policies regarding guarantees, special rates, and cancellations.
5. Accommodate and document special requests with precision.
6. Answer guest inquiries about property facilities, services, and room accommodations.
7. Use effective sales techniques to maximize revenue by promoting room features, upselling, and suggesting alternate dates or sister properties when applicable.
8. Assign and clearly communicate confirmation or cancellation numbers, providing guests with the option to receive them via email or fax.
9. Follow escalation procedures for guest concerns and ensure issues are addressed professionally.

Work Schedule:

1. 5-day workweek with occasional weekend shifts.
2. 2 days off per week.
3. All work is conducted on-site.

Requirements:

1. High school diploma or equivalent (G.E.D.).
2. Proficiency in Microsoft applications; experience with CRM systems is a plus.
3. Fluent and well-spoken English is essential.
4. Strong customer service orientation and communication skills.
5. Proficiency in telephone etiquette and clear, professional language.
6. Ability to work collaboratively in a team and maintain positive relationships.
7. Basic computer literacy and ability to learn reservation systems.

Preferred Qualifications:

1. Previous experience in a similar role is a plus but not required.
2. Familiarity with sales techniques and strategies.
3. Multilingual skills are an advantage.

Opportunities for Growth: This role offers the potential for career advancement within Marriott International and the Customer Service department.

What We Offer:

1. Competitive salary and benefits package.
2. A collaborative and supportive work environment.
3. Opportunities for professional growth and development within Marriott International.

Working at Marriott: At Marriott International, we believe in putting people first. We are committed to creating an inclusive and welcoming workplace where every associate can thrive. Join us and be part of our journey to make every guest experience extraordinary.

How to Apply: To apply, please submit your resume and a brief cover letter highlighting your qualifications for this role. We look forward to welcoming you to #TeamMarriott!

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.

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.