Ambassador Liaison

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

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Job description

Position Responsibilities

 

§  Submit and follow-up on requests sent to hotels by ambassadors to ensure 24-hour response time

§  Cultivate relationships with key hotel personnel to ensure ambassador members receive outstanding service and the utmost personalized services

§  Ensure hotel contact lists are kept up-to-date for ambassador team use

§  Maintain constant communication with hotels to educate and ensure understanding of ambassador Service, proper procedures and the value the service adds to the individual property and Marriott International.

§  Prepare weekly hotel acknowledgment reports and share results with their hotel contacts celebrating great results and reiterating the importance of recognizing these members

§  Resolve member issues using contacts and relationships developed with hotels

§  Assist other departments with special projects, i.e. relocations, natural disasters, etc..

§  Introduce new properties to the service – explaining their role in the success of the hotel to the leadership of the hotel – follow up to the SPG training hotels receive

§  Ensure new associates at the properties are reviewing the on line training. 

§  Ensure Hotel Contact lists are kept up to date in our systems to ensure the right people are informed of ambassador Guests arrivals

§  Coordinate, track and record Surprise and Delight member gifts and provide feedback to ambassador teams and hotels on member reactions. Ensure expenditures are kept within budget and correct processes are used for hotel reimbursement. Process other billing requirements as needed

§  Work closely with ambassador team to research and suggest Surprise and Delight gifts

§  Act as an extension of assigned hotels to ensure all ambassador teams are aware of updates, activities and special services

§  Process special requests in preparation for, during and after the member stay; coordinate with on-property personnel, partners, vendors and others as necessary

§  Maintain and continuously update hotel and destination information

§  Prepare ambassador commendations

§  Assist the Supervisor and Manager in various projects as they arise

§  Other duties as assigned by management

 

Documentation/Reporting

 

§  Organize, secure, and maintain all files and records in accordance with document retention and confidentiality policies and procedures

§  Record, store, and/or analyze information using property software

 

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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