Customer Service & Call Centre Agent – Day Shift (Cape Town)

About the role

As a Customer Service & Call Centre Agent at Marriott International, you will be the first point of contact for guests, handling reservations, changes, and cancellations. This day‑shift position ensures that every guest’s travel experience begins smoothly and positively.

Key responsibilities

• Process reservation requests, changes, and cancellations received via phone, fax, or email.
• Identify guest needs, recommend appropriate room types and rates, and verify availability.
• Enter accurate data into the reservation system and explain policies on guarantees, special rates, and cancellations.
• Document special requests, answer inquiries about property facilities, and use sales techniques to upsell or suggest alternatives.
• Provide confirmation or cancellation numbers and follow escalation procedures for guest concerns.

Required profile

• High school diploma or equivalent (G.E.D.).
• Fluent, well‑spoken English.
• Strong customer‑service orientation and professional telephone etiquette.
• Ability to work collaboratively in a team and maintain positive relationships.
• Basic computer literacy and willingness to learn reservation systems.

Required skills

• Proficiency in Microsoft Office applications.
• Experience with CRM systems (preferred but not mandatory).

What we offer

• Competitive salary and benefits package.
• Collaborative and supportive work environment.
• Opportunities for professional growth within Marriott International.