Cluster Reservation Agent Saudi National Only

About the Role

Courtyard by Marriott is seeking a Cluster Reservation Agent to join our team in Riyadh. This full-time position is open exclusively to Saudi Nationals and requires 0-1 years of experience. The role focuses on providing exceptional guest experiences and supporting reservation operations within a dedicated team.

Company Overview

At Courtyard, we are committed to meeting the needs of travelers by providing an empowering guest experience. This hotel is owned and operated by an independent franchisee, FAS Hospitality Company ***, which is a separate entity from Marriott International, Inc. Employment at this hotel will be with the franchisee, which independently manages all employment policies and practices.

Key Responsibilities

• Process all reservation requests, changes, and cancellations received via phone, fax, or mail.
• Identify guest reservation needs and determine appropriate room types, verifying availability and rates.
• Explain guarantee, special rate, and cancellation policies to callers.
• Accommodate and document special requests, answering questions about property facilities, services, and room accommodations.
• Follow sales techniques to maximize revenue and input/access data in the reservation system.
• Set up proper billing accounts according to Accounting policies.
• Troubleshoot, resolve, and document guest issues or escalate them to the appropriate individual.
• Oversee the accuracy of room blocks, reservations, and group market codes.
• Review and implement new reservation procedures.
• Maintain confidentiality of proprietary information and protect company assets.
• Welcome and acknowledge all guests according to company standards, anticipating and addressing service needs.
• Communicate professionally and prepare accurate written documents.
• Develop and maintain positive working relationships with colleagues.
• Comply with quality assurance expectations and standards.

Guest Service and Team Collaboration

• Address guests' service needs in a professional, positive, and timely manner.
• Actively listen and respond positively to guest questions, concerns, and requests to resolve issues and build trust.
• Anticipate guests' service needs by asking questions and observing preferences.
• Assist other employees to ensure proper coverage and prompt guest service.
• Engage guests in conversation regarding their stay, property services, and local attractions.
• Answer telephones using appropriate etiquette, including answering within three rings and transferring calls correctly.
• Provide assistance to coworkers, ensuring task comprehension.
• Exchange information with other employees using electronic devices.
• Prepare and review written documents, including proofreading for accuracy and completeness.
• Discuss work topics discreetly with coworkers, supervisors, or managers.
• Coordinate tasks with other departments to ensure efficient operations.
• Support and treat all coworkers with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Partner with and assist others to promote teamwork and achieve common goals.
• Actively listen to and consider the concerns of other employees, responding appropriately.

Qualifications and Requirements

• 0-1 years of experience in a related field.
• Saudi National Only.
• Ability to read and visually verify information in various formats.
• Capability to move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Adherence to all company policies and procedures, including maintaining a clean and professional appearance.
• Proficiency in entering and locating work-related information using computers and/or point-of-sale systems.

Work Environment

This is a full-time position based in Riyadh. The role involves working as part of a team, contributing to a professional and guest-focused environment. The Cluster Reservation Agent will also assist management in training, scheduling, counseling, and motivating employees, serving as a role model and initial point of contact for fair treatment policies.