- Serve guests from around the world as they embark on their travel journey, creating an effortless experience and building raving brand fans by answering questions about property facilities, services, and room accommodations to support Marriott's vision of being the world's favorite travel company.
- Handle incoming contacts for a variety of Marriott brands and assist customers with their booking needs or questions through preferred channels, including voice, email, and chat.
- Responsibilities include processing reservation requests and supporting basic loyalty and customer care requests, identifying guest reservation needs, and following sales techniques to maximize revenue.
- Ensure compliance with policies and procedures for special booking rules, loyalty guidelines, and case management.
- Provide customer support through assistance and guidance in issue resolution and open communication with Marriott properties, related company contacts, and third parties.
- CANDIDATE PROFILE:
- Education:
- High school diploma or GED equivalent
- Related Work Experience:
- No related work experience required
- Supervisory Experience:
- No supervisory experience required
- CORE WORK ACTIVITIES:
- Serving Guests:
- Answer guest inquiries regarding Marriott property facilities, services, and room accommodations.
- Provide a seamless experience for guests by offering assistance with reservations, loyalty programs, and general inquiries.
- Handling Reservation Requests:
- Process reservation requests and assist with basic loyalty and customer care needs.
- Follow sales techniques to identify guest reservation needs and maximize revenue.
- Handle special booking rules and requests according to Marriott's policies and procedures.
- Guest Service and Issue Resolution:
- Resolve guest issues with effective communication and problem-solving.
- Maintain communication with Marriott properties, company contacts, and third parties to ensure smooth service delivery.
- Maintaining Professionalism:
- Follow all company policies and procedures.
- Ensure personal appearance is clean and professional.
- Protect guest privacy and confidentiality, and safeguard company assets.
- Maintain security and privacy of guest and coworker information.
- Team Collaboration:
- Develop and maintain positive relationships with team members.
- Support the team in achieving common goals and addressing concerns appropriately.
- Adherence to Quality Assurance:
- Ensure adherence to quality assurance expectations and service standards.
- Physical Requirements:
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
- Other Responsibilities:
- Perform other reasonable job duties as requested by supervisors.
- PREFERRED QUALIFICATIONS:
- Education: High school diploma or GED equivalent
- Related Work Experience: None
- Supervisory Experience: None
- 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.
