Cluster Reservations Sales Agent

About the role

The Cluster Reservations Sales Agent is responsible for handling all reservation inquiries for the Kigali Marriott Hotel. Working in a fast‑paced front‑office environment, you will ensure guests receive accurate information, seamless booking experiences, and exceptional service from the first contact.

Key responsibilities

• Process reservation requests, changes, and cancellations received by phone, fax, or mail.
• Verify room availability, rates, and guarantee policies.
• Explain special rates, cancellation policies, and accommodate special requests.
• Answer guest questions about hotel facilities, services, and room features.
• Apply sales techniques to maximize revenue and upsell appropriate room types.
• Enter and update reservation data accurately in the hotel reservation system.
• Code special room types such as complimentary rooms, employee discounts, and travel‑agent rates.
• Follow escalation procedures for guest concerns and adhere to company policies.
• Maintain a professional appearance, protect guest privacy, and uphold confidentiality.
• Perform light physical tasks, such as moving items up to 10 lb, and assist with other reasonable duties as assigned.

Required profile

• High school diploma or G.E.D. equivalent.
• No prior reservation or sales experience required.
• Strong communication skills and professional telephone etiquette.
• Ability to work full‑time in an onsite hotel environment.
• Capability to lift and move objects weighing up to 10 lb without assistance.

Required skills

• Basic computer and data‑entry proficiency.
• Familiarity with reservation or booking software (any system).
• Customer‑service orientation and sales techniques.
• Clear, professional verbal communication.

What we offer

• Equal‑opportunity employment with Marriott International.
• Training and development in hospitality and sales.
• Inclusive workplace that values diverse backgrounds.