Guest Loyalty Representative

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Job description

Position Summary:
To support the Marriott Rewards Department by offering a polite, friendly and helpful services to the guests, answering telephone, mail, fax and E-mail queries on the Marriott Rewards programme; by understanding and resolving problems as they may arise and by assisting all colleagues and working as a team, towards complete customer satisfaction.
Duties and Responsibilities:
• To answer all telephone calls promptly, and to deal with issues resulting in a speedy and satisfactory manner. To offer a polite and helpful service to both Marriott Rewards and Marriott Miles members and general customers as necessary.
• To provide additional phone coverage in times of need for the Resource Desk.
• To update customer records in IMS and input data as necessary, to include (but not exclusive to) enrolments, issuing reward certificates, adding missing stays, printing statements, changing name/address details, etc.
• To respond to faxes and letters in a professional manner and within the set turn-around guidelines using an excellent command of spoken and written English.
• To keep current on all related Marriott Rewards information such as promotions, changes in FIDO, Marriott’s Global Source etc.
• To track guest enquiries/guest transactions for period statistics.
• To maintain an orderly filing system, both manual and electronic.
• To demonstrate initiative in solving customer concerns by way of empowerment.
• To maintain a tradition and attitude of having the desire to provide excellent service to all customers and associates within the Centre which will, in turn, support their efforts to provide excellent service to customers and to other associates. To respond sensitively to the needs and feeling of others regardless of status or position; to accept interpersonal differences and to maintain rapport
• Keep current on all policies and procedures ensuring that they are strictly adhered to.
• Keep current on all computer system and telephone related upgrades and enhancements.
• To consistently seek to improve the department through personal action and by contributing ideas.
• To maintain a clean, neat, well organised work place which projects a professional atmosphere which supports the general goals of the Marriott Rewards Department which is to be a preferred employer and provider of a desirable work place.
• To maintain a working knowledge of other functions within the department in order to assist as and when required.
• To assist with any other responsibilities as assigned by management.
Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed.  We believe a great career is a journey of discovery and exploration.  So, we ask, where will your journey take you?

• Fluency in English, both written and spoken.
• Second Level/Leaving Certificate equivalent.
• At least 1 year related work experience.
• A minimum of 6 months tenure in current role with Marriott International.
• No active written warnings at time of application.
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.


See description

Job type
Cork, Ireland
Starting in
As soon as possible

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