Job Description/Specification:
Marriott International is looking for a Reservations Agent to join its hospitality team in Doha. This is a full-time, non-management position based at Salwa Road and offers an opportunity for candidates to build a career in hotel reservations and guest services.
The role focuses on managing room bookings, changes, cancellations, guest requests, room availability, rates, and reservation-related inquiries. Strong communication, attention to detail, and a professional approach to customer service are important for this position.
Key Responsibilities
- Process room reservations, modifications, and cancellations received through phone, fax, or email.
- Identify guest requirements and recommend the most suitable room type based on availability.
- Check room availability and applicable rates before confirming reservations.
- Clearly explain guarantee requirements, special rates, and cancellation policies to guests.
- Record and follow up on special guest requests accurately.
- Provide information about hotel facilities, services, room types, and accommodation options.
- Apply appropriate sales techniques to maximize room revenue and identify suitable upselling opportunities.
- Enter, update, and retrieve booking information through the hotel reservation system.
- Process special reservation categories, including complimentary rooms, employee discounts, travel-agent inspection rates, and wholesale bookings.
- Ensure the correct reservation codes and rates are entered into the system.
- Follow established escalation procedures when handling guest concerns or service issues.
- Maintain accurate and confidential guest information.
- Follow company policies, quality standards, and established hotel procedures.
- Welcome and acknowledge guests professionally while anticipating and responding to their needs.
- Maintain professional telephone etiquette and clear communication with guests and colleagues.
- Build positive working relationships and support colleagues in achieving team objectives.
- Assist guests with disabilities and provide appropriate support when required.
- Perform other reasonable duties assigned by supervisors.
Candidate Requirements
This position is open to candidates with a high school diploma or G.E.D. equivalent. Previous related work experience is not required, and there is no supervisory experience requirement.
Candidates should have a customer-focused attitude and the ability to communicate clearly and professionally. Since the position involves handling reservations, rates, guest requests, and booking information, accuracy and attention to detail are essential.
Basic computer skills and the ability to learn hotel reservation systems will also be useful.
Skills That Can Help You Succeed
Successful candidates should demonstrate:
- Excellent verbal and written communication.
- Professional telephone and guest-service etiquette.
- Strong attention to detail.
- Ability to accurately enter and manage reservation information.
- Confidence when explaining hotel policies, rates, and services.
- Ability to handle multiple requests in an organized manner.
- A positive and professional approach to guest interactions.
- Strong teamwork and interpersonal skills.
- Ability to maintain confidentiality and protect guest information.
- Willingness to follow quality, safety, and company standards.
Work Environment
The Reservations Agent works closely with guests and other hotel departments, making teamwork and clear communication important parts of the role. The position also requires maintaining a professional appearance and following established hospitality standards.
The role may involve handling a range of guest requests, including changes to reservations, special requirements, questions about hotel services, and concerns that may need to be escalated to a supervisor.
Career Opportunity
For candidates looking to start a career in Qatar's hospitality sector, this Reservations Agent position provides practical exposure to hotel booking operations, guest communication, room inventory, rates, revenue-focused sales techniques, and customer service.
Working within the Marriott International and Westin environment can also provide valuable experience in a global hotel organization while developing skills that can support future opportunities in reservations, front office, guest services, and hotel operations.