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Marcus Careers

Marcus Reservations Administrative Coordinator 1st Shift (Full-Time)

Marcus Hotels - Milwaukee Area

JOB TITLE:   Administrative Agent I - II


DEPARTMENT:  Marcus Reservation and Customer Care Center


SUPERVISOR:            Assistant Manager of Reservations/ Reservations Manager/ Director of Marcus Reservations and Customer Care Center


Position Summary


To accurately and efficiently input and process all manual reservation requests, cancellations and changes received via fax and electronic mail for multiple properties and brands.  Promote and facilitate the Marcus|Rewards Guest Loyalty Program.      



Skill Level Definitions


Level I - Administrative Agent

  • Perform all functions noted in this job description for all properties
  • Can perform all tasks of the Administrative Agent checklist
  • Can work independently


Level II - Administrative Specialist

  • Perform all functions noted in this job description for all departmental data entry tasks
  • Can perform all tasks of the Administrative Agent and Specialist checklists
  • Can work independently
  • Facilitate the training of Administrative Agents
  • Ensure the accuracy of Administrative Agents
  • Manage and distribute workload



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

  • Verify all reservation information to ensure accuracy.
  • Document special requests in an accurate and efficient manner.
  • Identify repeat guests
  • 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 fax or electronic mail.
  • Input any special room requirements or requests into the appropriate areas for multiple reservation systems.
  • Process payments for multiple reservation systems.
  • Input of rooming lists
  • Input of manifests
  • Commission Support



  • Talk with and listen to fellow associates and customers 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


  • Written Communication
  • Verbal Skills – Articulate and Professional




Preferred Qualifications

Education                                High School Diploma/G.E.D equivalent

Related Work Experience       Preferred experience with 10-key and Data Entry Processing

Supervisory Experience          No related work experience is required


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