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Reservation Sales Agent 2nd Shift (Full-Time)

📁
Revenue/Reservations
💼
Hotels
📅
170000BB Requisition #
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Job Description
JOB TITLE  Reservation Sales Agent I - II - III
DEPARTMENT  Marcus Reservation and Customer Care Center
SUPERVISOR Assistant Manager of Reservations/ Reservations Manager/ Director of Marcus Reservations and Customer Care Center

Position Summary
Input and process all reservation requests, cancellations and changes via phone, for multiple properties and brands.  Actively listen to and engage each guest while utilizing selected sales techniques to determine and meet the needs of each guest.  Maximize room rates and revenue while following implemented sales strategies.  Understand, discuss and sell room accommodations for multiple properties and brands.  Understand, discuss and sell additional services to guests including spa and salon reservations, golf tee times and restaurant reservations.  

Skill Level Definitions  

Level I - Reservation Sales Agent
- Can perform all functions noted in this job description
- Has successfully achieved a complexity score of 12
- Has successfully achieved a minimum score of 70 on departmental scorecard

Level II - Reservation Sales Specialist
- Can perform all functions noted in this job description 
- Has successfully achieved and maintained a complexity score of 20 for  60 days
- Has successfully achieved and maintained a minimum score of 78 on departmental scorecard for 60 days
- Successfully field and service calls for non-hotel queues

Level III ' Senior Reservation Sales Specialist 
- Can perform all functions noted in this job description
- Has successfully achieved and maintained a minimum complexity score of 28 and a maximum score of no more than 40 for 60 days
- Has successfully achieved and maintained a minimum score of 82 on departmental scorecard for 60 days
- Successfully field and service calls for non-hotel queues
- Serves as a member of at least one Departmental Deployment team
- Can perform all tasks of checklist as assigned


Critical Tasks

Policies and Procedures
Protect the privacy and security of guests and coworkers
Maintain confidentiality of proprietary materials and information.
Follow company and department policies and procedures
Comply with quality assurance expectations and standards

Guest Relations, Reservation Services and Processing
Actively listen and respond positively to guest questions, concerns and requests using brand and property specific processes to resolve issues, maintain conversion ratios of the department and up-sell.
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.
Listening to and selling to a guests' preferences whenever possible
Respond to every guest with a smile and friendly greeting while using the guests' name at all times.
Thank guests with genuine appreciation.
Engage guests in conversation with regard to their stay, property services and area offerings.
Actively sell multiple properties and cross sell for multiple properties when one property is fully committed.
Offer and sell multiple services to guests including Spa, Restaurant and Golf Tee times.
Understand and discuss Brand Loyalty programs
Verify all reservation information with callers to ensure accuracy.
Document special requests in an accurate and efficient manner.
Utilizing implemented sales techniques and strategies determine the most appropriate accommodation to meet guest needs and requirements for multiple properties and brands.
Utilizing implemented sales techniques and strategies maximize room rates and revenues for multiple properties and brands.
Describe room accommodations for multiple properties and brands.
Use sales techniques when assisting guests in making reservations including but not limited to: 
o Personalizing calls
o Obtaining complete guest needs
o Suggesting alternate dates or referring to alternate property on sold out dates
o Offering features and benefits for multiple properties such as facility or service information.
o Using open-ended questions to obtain all necessary information from guests

Identify repeat guests
Inform guests of rules regarding negotiated and/or discounted rates
Input and access data in multiple reservation systems
Verify availability of room types, rates and occupancy prior to confirming any reservations
Process all reservation requests, changes and cancellations received via phone
Input any special room requirements or requests into the appropriate areas for multiple reservation systems.
Process payments for multiple reservation systems.
Communication
Speak to guests and co-workers using clear, appropriate and professional language.
Answer all incoming telephone calls using appropriate etiquette including but not limited to:
o Answering the phone within 3 rings
o Answer with a smile in one's voice
o Utilizing the name of each caller
o Transferring of calls to the appropriate person and/or department
o Requesting permission before placing a call on hold
o Taking and relaying messages
o Allowing the caller to end the call.
Talk with and listen to fellow associates to effectively exchange information
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.

Core Competencies
Understanding the Business
Technical Learning
Functional/Technical Skills Solution/Option Provider
Problem Solving
Listening
Patience
Empathy
Creativity
Perspective Communications
Written Communication
Verbal Skills ' Articulate and Professional

Sales 
Interpersonal Savvy
Drive for Results
Perserverance
Negotiating  
Preferred Qualifications
Education    High School Diploma/G.E.D equivalent
Related Work Experience  No related work experience is required
Supervisory Experience  No related work experience is required
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