Provide enhanced hospitality expertise to customers from around the world and be a part of their travel journey through complex reservations services and support of elite loyalty and customer care requests using a variety of channels including voice, email, and chat. Handle incoming contacts for a variety of resort and luxury Marriott brands including Atlantis, Gaylord Hotels Brand, Ritz Carlton, St. Regis and other resort and luxury properties. Assist customers with their complex booking needs for reservations, ancillary services, and packages. Utilize proactive selling techniques and handle multifaceted requests through knowledge and service requirements for these brands and properties. Create an effortless experience and build raving brand fans by answering questions about property facilities, services, and room accommodations to support the overall vision to be the world s favorite travel company.
Responsibilities also include servicing reservations and accounts for our most loyal customers. Respond to elite members via phone, email, or chat handling more complex account requests, and escalated guest stay issues and concerns. Identify guest reservation needs, follow sales techniques to maximize revenue, and ensure compliance with policies and procedures for special booking rules and requests, loyalty and case management. Provide customer support through assistance and guidance in issue resolution, and open communication with Marriott properties and related company contacts. Thorough understanding of loyalty benefits and services, Case Management and other company procedures as necessary for this position.
Follow all company policies and procedures; ensure uniform and 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 clear 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.
PREFERRED QUALIFICATIONS
Education: High school diploma or G.E.D. equivalent.
Related Work Experience: No related work experience.
Supervisory Experience: No supervisory experience.
License or Certification: None
