Franchised Reservations Agent Job at Marriott International, Inc – Sandton, Gauteng

Job Number 22125256

Job Category Reservations

Location Protea Hotel Johannesburg Balalaika Sandton, Maude Street, Sandton, South Africa, South Africa VIEW ON MAP

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Non-Management

Additional Information: This hotel is owned and operated by an independent franchisee, Protea Hospitality Group (Pty) Ltd. The franchisee controls all aspects of the hotel’s employment policies and practices, including the selection and hiring process. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International.


All in-coming calls are answered within 3 rings as well as emails and dealt with in a prompt, efficient and friendly manner and calls other than reservations enquiries are dealt with in the appropriate.

  • Dealing with incoming enquiries regarding accommodation availability, room types, rates, etc. within the required turnaround time.
  • Speak to GUESTS and Co-workers using clear, appropriate and professional language.
  • Identify guest reservations needs by asking open ended questions and determine appropriate room types and maximize room rate.
  • Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
  • Enrolling guests to be Marriott Bonvoy members.
  • The highest possible number of in-coming reservations calls, and emails are converted to a guaranteed reservation (i.e. conversion rate is achieved).
  • Process all reservation requests, changes and cancellations received by phone and email.
  • Explain guarantee, special rate and cancellation policies to GUESTS via all modes of communication.
  • Verify and record reservation information accurately as well as locate historic information should there be available to ease the GUEST experience.
  • Accommodate and document special requests as well as sharing with the relevant affected department.
  • Answer questions about property facilities/services and room accommodations.
  • Follow sales techniques to maximize revenue by upselling rooms and promoting hotel restaurants and other services and facilities to guests.
  • All reservations to be checked daily to ensure sufficient preparation and payments.
  • Input and access data into reservation systems (Opera and Marsha).
  • Identify and record special billing instructions.
  • Pre-block all special requests or VIP accommodation accurately.
  • Contribute to maximum occupancy of the hotel by assisting in maintaining accurate inventory control for rooms.
  • Acknowledge assigned reservation messages.
  • Following up and conversion of enquiries is of utmost importance.
  • Responsible for tidy administration, including keeping accurate records of all paper transactions, and file all reservations in a systematic order for easy referral.
  • Dealing with pro-forma invoices and following-up on payment and vouchers.
  • Responsible for online bookings (Third Party Websites).
  • Responding to email queries.

Set up proper billing accounts (i.e. share-wit, room/tax/incidentals, tax exempt, direct/

special billing, group bookings) according to accounting policies.

  • Responsible for Morning Reports, working out reservations statistics and balancing the

hotel inventory.

  • Prepare and review written documents as departmentally required including proof

reading and editing written information to ensure accuracy and completeness.

  • Work with relevant TEAMS to discuss and formulate budgets, rates and availability for all

groups and individuals.

  • Assisting with Group & Conferencing enquiries by email or telephonically.
  • Overseeing and completing all groups from time of bookings till departure. Pre, during

and post event activities relevant to the department to be executed. Reconciling

invoices upon departure and ensuring payments and contracts are signed as per

company policy.

  • Respond to any challenges found for accommodation rooming requests by

communicating with GUEST or group contacts or relevant hotel departments.

  • Accurate input of room blocks and reservations.
  • Remove group rooms blocks from general inventory by entering information into

reservations systems (MARSHA, Fidelio, Opera).

  • Communicate with relevant management to assist when groups codes provide errors.
  • Conversion efforts and site inspection to be done to assist with group conversions.
  • Assisting with Airlines Blocks, rooming lists and splitting of airline reservations.
  • Comply with quality assurance expectations and standards.
  • Protect the privacy and security of guests and coworkers.
  • Maintain confidentiality of proprietary materials and information.
  • Updating and sharing of available rates with relevant TEAMS to ensure correct rate


  • Essential information required by the organization is accurately communicated to the

appropriate personnel and any differences of opinion with other members of STAFF are

dealt with in a manner that maintains goodwill and respect and avoids offence and


  • Partner with and assist others to promote an environment of teamwork and achieve

common goals.

  • Management is kept informed in an appropriate level of detail about activities, progress

and results and information and advice on matters within allocated area of responsibility

is sought from supervisor when necessary.

  • Instructions from Supervisors & Management are treated constructively and acted upon.


One year’s prior and recent experience in a Protea Hotel would be beneficial.

  • Previous experience in Reservations would be advantageous.
  • Good working knowledge of Opera and Marsha will be a distinctive advantage.
  • Understanding of BAR (Best Available Rate).
  • Experience in MS Word, Outlook & Excel.
  • An excellent telephone manner.
  • pleasant disposition.
  • Adaptable to change.
  • Be self-motivated and be able to take initiatives.
  • Be committed to the precise & thorough following of reservations systems & procedures.
  • Planning, organizational and time management skills.
  • Ability to work accurately under pressure.
  • Support all co-workers and treat them with dignity and respect.
  • TEAM player with a positive attitude.

This company is an equal opportunity employer.


Protea Hotels by Marriott® is the leading hospitality brand in Africa and one of the most widely recognized hospitality brands on the continent, with over 90 hotels across South Africa, Zambia, Nigeria, Namibia, Ghana, Tanzania and Uganda. If you have a passion for delivering every guest a personalized service experience and desire to be part of the ‘Coolest Hotel Brand in South Africa’, join the Protea Hotels by Marriott® team today!

About the Company

Company: Marriott International, Inc –

Company Location:  Sandton, Gauteng

Estimated Salary:

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About Marriott International, Inc -