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Marriott Reservations Supervisor - W Prague - Pre-opening in Prague, Czech Republic

Additional Information EU Nationality or work permit for the Czech Republic needed

Job Number 24025896

Job Category Reservations

Location W Prague, Vaclavske namesti 826/25 Praha 1, Prague, Czech Republic, Czech Republic

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Non-Management

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. With us, there’s always more. We dare to deliver a different kind of luxury. One that revels in bold ideas and indulges in the unexpected. We believe luxury is the freedom to be yourself and explore desires: whatever, whenever. Let go, let loose - that’s half the fun.

Our target consumer is The Connector. Our guests are curious, charismatic, free-spirited, and magnetic. They are the spark that makes it happen. The ones who never stop exploring, pulled to the energy of people and places. True to themselves and open to everything. They make the world their own. They bring the crowd together.

W Prague will feature 161 rooms and suites, a rooftop bar and an outdoor terrace, the perfect location for style-savvy locals and guests to enjoy sweeping cityscape views and a fabulous cocktail and culinary experience. The hotel will feature the W Lounge, the brand’s spin on the hotel lobby, along with several restaurants and bars and some ultra-modern event space. In addition, guests are invited to experience the indoor WET pool deck, FIT fitness center and AWAY Spa. Throughout the hotel, the brand’s unique Whatever/Whenever service is always available, delivering whatever they want, whenever they want it.

W is a destination, more than a hotel. An iconic lifestyle brand, offering guests unprecedented insider access to a world of “Wow” through contemporary cool design, fashion, nightlife, celebrities, and entertainment.

JOB SUMMARY

Oversee the accuracy of room blocks, reservations, and group market codes. Communicate company values and/or culture to new employees. Review and implement new Reservations procedures. Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in the reservation system. Set-up proper billing accounts according to Accounting policies.

Assist management in training, scheduling, counseling, and motivating and coaching employees; serve as a role model and first point of contact. Follow all company policies and procedures; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards. Perform other reasonable job duties as requested by Supervisors.

CORE WORK ACTIVITIES

Reservation Services

  • Verify all reservation information with callers to ensure accuracy.

  • Accommodate and document special requests accurately and efficiently.

  • Assign confirmation/cancellation numbers and relay this information to callers, giving them the option of emailing and/or faxing these numbers.

  • Determine the most appropriate room type to meet guest requirements and maximize room rate.

  • Explain guarantee and cancellation policies to callers.

  • Use sales techniques when assisting guests in making reservations, including personalizing calls, obtaining complete guest needs, suggesting alternate dates or directing guests to sister properties on sold out days.

  • Answer guest questions about property facilities/services (e.g., hours of operation, room availability, restricted dates, rates and room types, packages, promotions, entertainment, restaurants, special events).

  • Describe room accommodations and benefit feature sale amenities to guests.

  • Communicate information regarding designated VIP reservations, including VIP name, company, and title to upper-level management.

  • Identify guest reservation needs by asking open-ended questions to obtain all necessary information, including enrollment in Marriott Rewards program.

  • Identify repeat guests using appropriate codes.

  • Follow “up selling” techniques and sales strategies to maximize property revenue.

Reservation Processing

  • Input and access data in the reservation system by entering correct information into proper fields, including Marriott Rewards number, and asking for travel agency IATA and FIT numbers (i.e., flags, comments, guest messages).

  • Process all reservation requests, changes, and cancellations received by phone, fax, or mail.

  • Verify the availability of room type, rate, and occupancy before confirming any reservations.

  • Inform guests of rules and regulations regarding qualifying rates (e.g., government, entertainment and special corporate rates and discounts).

  • Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system.

  • Document information for manual reservations on designated forms and enter information into the reservation system.

Inventory/Rooms Control

  • Respond to any challenges found for accommodating rooming requests by communicating with guest or group contact, Sales Department, or Front Desk.

  • Oversee accuracy of room blocks and reservations.

  • Remove group room blocks from the general inventory by entering information into the reservation system (MARSHA, OPERA, Empower).

  • Communicate with Sales Coordinators and property staff to resolve errors related to group market codes not matching in the PMS and MARSHA, Empower systems.

Reservation Billing

  • Set up proper billing accounts (i.e., share-with, room/tax/incidentals, tax-exempt, direct/special billing, group bookings) according to accounting policies.

Reservation Training

  • Communicate and instill company values and/or culture to new employees.

  • Review and implement new Reservations procedures.

Guest Relations

  • Troubleshoot and resolve guest issues and concerns or refer to appropriate contacts, based on the type of issue.

  • Follow proper escalation procedures when addressing guest concerns.

CANDIDATE PROFILE

  • 2 years of related work experience in reservation department, preferably in Luxury property

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.

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.

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