Serve guests from around the world as they embark on their travel journey.
Create an effortless experience and build raving brand fans by answering
questions about property facilities, services, and room accommodations to
support our overall vision to be 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
support of basic loyalty and customer care requests. This role will identify
guest reservation needs and follow sales techniques to maximize revenue. Ensure
compliance with policies and procedures for special booking rules and requests,
loyalty guidelines and case management. Provide customer support through
assistance and guidance in issue resolution, and an open communication with
Marriott properties, related company contacts, and third parties.
Follow all company policies and procedures; ensure personal appearance are clean
and professional; maintain confidentiality of proprietary information; protect
company assets; protect the privacy and security of guests and coworkers.
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 transparent and professional
language; 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. Move, lift, carry, push, pull, and
place objects weighing less than or equal to 10 pounds without assistance.
Perform other reasonable job duties as requested by Supervisors.