Ticketing Systems Agent

POSITION SUMMARY

Answer and assist incoming calls from both individual and group clients inquiring about hotel room reservations, attractions or packages for multiple properties. Take incoming calls from employees needing assistance via a special systems phone queue. Code reservations and evaluate all package bookings that are taken through the call center for accuracy for multiple properties. Report statistics and data to appropriate parties on package sales and price. Configure, test sale and document all new products and services, packages and/or changes to processes in the Ticketing System (for multiple properties). Monitor the third-party online reservation mailboxes (Travelocity, Hotels.com, etc.) and incoming faxes for multiple properties so that orders can be entered and confirmed in a timely manner. Confirm and maintain prize winner bookings that Public Relations and Marketing extend to companies and radio stations as trades (for multiple properties).

Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats. Move, lift, carry, push, pull, and place objects weighing less than or equal to 26 pounds without assistance. Perform other reasonable job duties as requested.

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: At least 2 years of reservations experience.

Supervisory Experience: No supervisory experience.

License or Certification: None

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. Why have less when you can have MORE - all under one roof? Rooted in our expertise and leadership in meetings and experiences, Gaylord Hotels intentionally deliver environments, services and programming that bring people together in an extraordinary way. The heart of our brand are STARs, who are creative, entrepreneurial and dedicated to providing thoughtful, big-hearted service to guests. At Gaylord, we provide STARs with opportunities well beyond that of a traditional hotel - offering you endless career opportunities, the extras, and MORE. In joining Gaylord, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.