Reservation Sales Agent

Marcus Hotels & Resorts is looking for a Reservations Sales Agent to join our Marcus Reservation Sales and Customer Care team (MR3C). This role offers the flexibility of working remotely to support a dynamic portfolio that includes our independent hotels, restaurants, golf courses, and spas across the country. As a Reservations Sales Agent, you’ll be the first point of contact for our guests and guide them through reservations, changes, and cancellations across multiple properties. With every interaction, you’ll listen attentively, uncover guest needs, and use your sales expertise to match them with the perfect experience. You will create memorable first impressions, maximize revenue opportunities, and deliver service that goes above and beyond.

A division of The Marcus Corporation, Marcus Hotels & Resorts has a rich 60-year history of operational and service excellence. We are “People Pleasing People” who strive daily to create extraordinary experiences for guests and associates alike. Focused on expanding our U.S.-based portfolio of 15 hotels and resorts, our properties are known for their unique character and style.

What you will be doing:

·         Actively listen and engage with each guest to determine their needs and provide tailored solutions.

·         Input, modify, and manage all reservations, cancellations, and changes into the property management system with accuracy and in a timely manner for multiple properties. 

·         Understand, discuss, and sell room accommodations to match guest preferences and expectations while maintaining up-to-date knowledge of property features, packages, promotions, and local area offerings.

·         Personalize calls by identifying repeat guests, recognizing preferences, and building guest loyalty.

·         Communicate special room requirements and obtain complete guest needs to ensure accurate and satisfying arrangements.

·         Utilize sales strategies to maximize room rates, promote and book additional services including spa and salon appointments, golf tee times, dining reservations, and guest experience offerings to enhance overall revenue while maintaining guest satisfaction.

·         Collaborate with hotel teams (Front Desks, Sales, Marketing, Food & Beverage) to ensure seamless guest experiences.

·         Other duties as assigned.

What we are looking for:

·         Previous experience in hospitality, reservations, or call centers preferred; strong customer service background with a guest-focused approach.

·         Tech-savvy and adaptable, with the ability to quickly learn new systems and software; proficiency in cloud-based phone systems, communication platforms, and related technology are preferred.

·         Fluent in English with excellent verbal and written communication skills.

·         Strong active listening, problem-solving, and interpersonal skills; clear, pleasant, and professional speaking voice.

·         Positive, customer-oriented attitude with a polished demeanor

·         Detail-oriented, organized, and committed to delivering outstanding guest service

·         High school diploma or GED required; some college or advanced education preferred

What’s in it for you?

·         Discounts at Marcus Hotels & Resorts, Restaurants, Golf & Spa operations

·         “Two for one” movie theater coupons at Marcus Theatres

·         Ability to grow your career and transfer from one property to another

·         Paid time off

·         Medical, dental, and vision insurance (offered after 30 days of employment), company-paid life insurance, employee assistance program offer, and 401k with employer match

·         And more!

Pay Estimate: $XX

Note: This document describes the general nature and level of work required of people in the job. It is not intended to be an all-encompassing list of responsibilities, duties, and skills.

Marcus Hotels & Resorts is an equal opportunity employer.