Reservations Agent

4 hours ago

Thessaloniki, Central Macedonia, Greece SWOT Hospitality Management Company Full time
Job Summary

The Reservations Agent is responsible for maximizing hotel revenue through efficient handling of room reservations, rate inquiries, and guest communications. As part of the Monasty Marriott Autograph Collection hotel, this role delivers personalized service aligned with Marriott brand standards while supporting occupancy and revenue goals through accurate booking practices and upselling strategies.

Key Responsibilities
  • Handle all incoming reservation inquiries via phone, email, and Marriott reservation systems in a professional and timely manner
  • Create, modify, and cancel reservations accurately in accordance with hotel policies and Marriott standards
  • Promote hotel services, amenities, room types, and packages to maximize revenue and enhance the guest experience
  • Upsell room upgrades, special offers, and add-on services when appropriate
  • Ensure accurate guest profiles, billing instructions, and special requests are recorded in the system
  • Maintain thorough knowledge of room inventory, rates, promotions, and citywide events affecting demand
  • Coordinate with Front Office, Sales, and Revenue Management to ensure seamless guest experiences
  • Adhere to Marriott Bonvoy loyalty program standards and accurately enroll and recognize members
  • Monitor and follow up on no-shows, cancellations, and waitlists as required
  • Maintain confidentiality of guest information and comply with data protection policies
  • Resolve guest inquiries and concerns courteously, escalating issues when necessary
Requirements
  • Previous experience in hotel reservations, front office, or customer service preferred
  • Experience with Marriott systems (FOSSE, MARSHA, Opera, or similar PMS) is an advantage
  • Strong communication skills with a professional and friendly phone manner
  • Excellent attention to detail and organizational skills
  • Ability to multitask in a fast-paced city hotel environment
  • Sales-oriented mindset with the ability to upsell effectively
  • Knowledge of local attractions, transportation, and city events is a plus
  • Flexible schedule, including evenings, weekends, and holidays
Benefits
  • Competitive salary and benefits
  • Marriott Bonvoy associate travel discounts worldwide
  • Career growth opportunities within SWOT Hospitality
  • Training and development aligned with Marriott brand standards
  • Dynamic work environment in a unique Autograph Collection property

why SWOT…

  • We are a leading Hospitality Management Company in Greece and an approved white flag operator of Hyatt, Marriot International, Accor Hotels, Hilton, Worldwide and IHG Hotels & Resorts.
  • We are laser focused on hospitality strategic and financial advisory with an impeccable trach record.
  • We will give you the opportunity to work with the best practitioners from Greek hospitality market.
  • We offer stability and career prospects in a transparent working environment.
  • We work with the best professionals in the tourism industry.

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