Job Description/Specification:
Autograph Collection Hotels by Marriott International is seeking a customer-focused and detail-oriented Reservations Agent to join its Reservations team in Doha, Qatar. This role is responsible for managing guest reservation requests, providing accurate information about hotel accommodations and services, and ensuring a seamless booking experience that reflects Marriott's world-class hospitality standards.
The successful candidate will process reservations through multiple communication channels, assist guests with booking inquiries, recommend suitable room options, maximize revenue through effective sales techniques, and maintain accurate reservation records. This is an excellent opportunity for hospitality professionals who enjoy customer interaction, sales, and delivering exceptional guest experiences.
About This Role
As a Reservations Agent, you will manage hotel reservations from inquiry to confirmation while ensuring guests receive accurate information regarding room availability, rates, hotel facilities, and booking policies. You will support revenue generation through upselling opportunities, maintain reservation system accuracy, and collaborate with Front Office and Revenue Management teams to deliver outstanding guest service.
Key Responsibilities
Reservation Management
- Process reservation requests received via telephone, email, fax, and other booking channels.
- Handle reservation modifications, cancellations, and booking confirmations accurately.
- Verify room availability and recommend suitable room categories based on guest requirements.
- Maintain accurate reservation records within the hotel's reservation system.
- Record special requests, guest preferences, and reservation notes.
Guest Service
- Respond professionally to guest inquiries regarding room availability, rates, and hotel services.
- Explain booking guarantees, cancellation policies, promotional offers, and special rates.
- Assist guests in selecting accommodation that best meets their needs.
- Handle guest concerns professionally and escalate complex issues when required.
- Deliver exceptional customer service throughout the reservation process.
Revenue & Sales Support
- Apply effective upselling and cross-selling techniques to maximize hotel revenue.
- Promote premium room categories, packages, and hotel services.
- Apply the correct reservation codes, corporate rates, travel agent rates, and promotional discounts.
- Support occupancy and revenue objectives through effective reservation management.
Reservation Administration
- Enter and update reservation information accurately.
- Maintain confidentiality of guest information and booking records.
- Ensure reservation data complies with company standards and policies.
- Support reservation reporting and administrative tasks as required.
Team Collaboration & Compliance
- Work closely with Front Office, Sales, Revenue Management, and other hotel departments.
- Follow Marriott policies, quality standards, and operational procedures.
- Maintain a professional appearance and positive working relationships with colleagues.
- Support departmental objectives and assist with additional operational duties when required.
Minimum Requirements
Education
- High School Diploma, General Education Diploma (GED), or equivalent qualification.
Experience
- Previous experience in reservations, front office, customer service, hospitality, or call center operations is preferred but not mandatory.
- Fresh graduates and entry-level hospitality professionals are encouraged to apply.
Preferred Skills
- Excellent customer service and communication skills.
- Strong telephone etiquette and interpersonal abilities.
- Good organizational and multitasking skills.
- Attention to detail and data accuracy.
- Basic sales and upselling skills.
- Ability to work effectively in a fast-paced hospitality environment.
- Good English communication skills; additional languages are an advantage.
Technical Skills
- Hotel Reservations
- Reservation Systems
- Customer Service
- Front Office Operations
- Telephone Etiquette
- Data Entry
- Sales & Upselling
- Microsoft Office Suite
- Booking Administration
- Hospitality Operations
Core Competencies
- Customer Focus
- Communication Skills
- Attention to Detail
- Teamwork
- Organization Skills
- Time Management
- Problem Solving
- Professionalism
- Adaptability
- Relationship Building
- Positive Attitude
- Accountability
- Service Excellence
- Confidentiality
- Results Orientation
Who Can Apply?
This opportunity is suitable for professionals currently working as:
- Reservations Agent
- Reservations Executive
- Hotel Reservations Officer
- Front Office Agent
- Guest Service Agent
- Reservation Coordinator
- Customer Service Representative
- Call Center Executive
- Hotel Receptionist
- Booking Executive
Professionals from hotels, resorts, hospitality groups, serviced apartments, travel agencies, airlines, tourism companies, and customer service environments are encouraged to apply. Fresh graduates with a passion for hospitality are also welcome to apply.
CV Tips
To improve your chances of being shortlisted, ensure your CV highlights:
- Reservations or customer service experience.
- Front office or hospitality operations knowledge.
- Experience using hotel reservation or Property Management Systems (PMS), if applicable.
- Telephone communication and guest interaction skills.
- Sales, upselling, or booking management experience.
- Data entry accuracy and administrative skills.
- Knowledge of hotel services and hospitality operations.
- Customer satisfaction achievements or service excellence recognition.
Application Tips
- Research Marriott International and the Autograph Collection brand before your interview.
- Highlight your customer service, communication, and reservation management experience.
- Prepare examples of how you handled booking inquiries, guest requests, or customer concerns.
- Demonstrate your ability to multitask while maintaining accuracy and professionalism.
- Showcase your sales mindset by discussing upselling or revenue-generating opportunities.
- Emphasize your teamwork, attention to detail, and commitment to delivering exceptional guest experiences.
- Maintain a professional appearance and demonstrate confidence, courtesy, and enthusiasm throughout the interview.
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