Ambassador 24/7

[{{ $ctrl._job.status.name | translate}}] Ambassador 24/7
Starwood CCC-Guangzhou

Posted

Job description

Position Responsibilities

 

§  Travel planning and assistance for members when their personal ambassador is not available

§  Make tailored recommendations for travel and activities based upon customer preferences, special occasions, promotions, etc..

§  Confirm upgrades and other guest arrangements prior to arrival

§  Provide confirmation of customized arrangements

§  Tailor services to member preferences found in their profile.

§  Update member profiles in appropriate systems and files with new information obtained through communication with the member

§  Provide assistance to ambassador and members with on and off property services and activities

§  Work directly with hotels and Liaison to ensure flawless delivery of service and amenities and/or resolve any issues

§  Process special requests in preparation for or during a member’s stay; coordinate with on-property concierges, partners, vendors, and other personnel as necessary

§  Maintain and continuously update hotel and destination information

§  Act as a liaison on behalf of ambassador and Marriott with customers, hotels, partners, and vendors

§  Assist members with account activity, status, promotion participation, redemption threshold activity, elite qualification progress, and other details for Loyalty members

§  Assist members with challenges that may occur while traveling in and outside of the hotel stay

§  Ability to appropriately utilize a small “surprise and delight” fund if the need arises for in and out of stay gestures that deepen customer loyalty, based on learned customer preferences

§  Follow Company policy as it relates to work behavior and work performance in order to maintain a productive work environment and good relations with all Marriott International staff

§  Other duties as assigned by management

 

 

Education

§  High school diploma/G.E.D. equivalent

 

 

Related Work Experience

§  At least 1 year of related work experience

§  Minimum 6 months in current position

§  Loyalty experience required

§  Elite, Platinum Premier or Resort experience required

§  Good standing in performance and attendance

§  Previous experience with account or relationship management preferred

 
 
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?

Job Summary
 
     Marriott Ambassadors deliver extraordinary personal service by promptly and accurately responding to the inquiries of our most loyal guests via phone, mail, email and chat. Ambassadors will anticipate guest, actively listen answer questions and resolve any issues in an efficient and effortless experience. As a dedicated contact for their guests, Ambassadors will be responsible for evaluating and analyzing each guest’s needs and recommending tailored travel solutions that enhance their travel experience, deepening their loyalty to Marriott’s products and services.
 
     Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Report accidents, injuries, and unsafe work conditions to manager. 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; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats; stand, sit, or walk for an extended period of time. 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.
 
 
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.

Requirements

See description

Job type
Fulltime job
Location
Guangzhou, China
Department
Reservations
Starting in
As soon as possible

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