- Contact appropriate individual or department (eg, Sales, Data Administration, Accounting) as necessary to resolve guest calls, requests, or problems
- Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott, including up-selling
- Determine and give complimentaries to guests as gifts for their patronage (eg, rewards points, show tickets, gift certificates)
- Promote awareness of brand image internally and externally
- Process requests for redeeming Marriott Rewards points
- Process all reservation requests, changes, and cancellations received by phone, fax, or mail
- Enter Marriott Rewards information into appropriate software when taking guest reservations
- Answer, record, and process all guest calls, requests, questions, or concerns
- Perform general office duties to support Sales & Marketing (eg, filing, sending emails, typing, faxing)
- Assist management in training and motivating employees; serve as a role model
- 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; 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
- Monitor the performance of others to ensure adherence to quality expectations and standards
- Read and visually verify information in a variety of formats
PREFERRED QUALIFICATIONS
Education: High school diploma or G.E.D. equivalent.
Related Work Experience: At least 2-years of related work experience
