· Proactive Monitoring and Analysis: Manage workflow within global tracking tools that facilitate the global monitoring and analysis of customer activity.
· Conflict Resolution: Recognize the emerging trend towards guest outreach via social media channels and proactively address relevant comments.
· Service Recovery: Leverage social media to engage dissatisfied guests and recover loyalty via a transparent 2 way dialogue.
· Reputation Management: Monitor online communications relating to our brands in order to address inaccuracies and misrepresentation as well as an opportunity to positively engage with satisfied customers and brand advocates.
· Brand Consistency: Be highly cognisant of Marriott’s brand values and positioning and immediately identify hotels that are acting outside of the global and/or brand guidelines.
technical/Job-specific Competency requirements
§ College degree and above preferred.
§ Understanding of Social Media tools - blogging, microblogging, social networking sites, travel review sites, video and image sharing – a distinct advantage.
§ Must be Customer Service oriented with an ability to communicate clearly and effectively.
§ High level of proficiency in verbal and written Chinese is vital.
§ Proficient in both written and spoken English.
§ Proven creative problem solving skills.
§ SPG and/or CCS knowledge preferred.
§ Must be able to perform a variety of duties and multi-task.
§ Advanced knowledge of Microsoft Office an asset
§ Ability to engage online audiences - both reactively and proactively.
§ Detail oriented with excellent organizational skills.
§ An ability to work cohesively in a team.
§ Ability to work independently and make sound decisions under pressure and scrutiny.
§ Must demonstrate the flexibility to work shifts as well as weekends and holidays.
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?
Provide online technical customer assistance and support to customers of Marriott.com by responding to emails in an efficient manner with high quality. Respond to high volume "routine" emails utilizing established tools and processes to attain maximum levels of productivity. Individuals need to be detail oriented, process driven, and thrive within a team environment. Identify guest reservation needs by asking open-ended questions to obtain all necessary information, including enrollment in Marriott Rewards program. Use sales techniques when assisting guests in making reservations, including personalizing calls, obtaining complete guest needs, suggesting alternate dates or directing guests to sister properties on sold out days. Answer guest questions about property facilities/services (e.g., hours of operation, room availability, restricted dates, rates and room types, packages, promotions, entertainment, restaurants, special events). Verify all information with customers to ensure accuracy. Process all reservation requests, changes, and cancellations received by email. Input and access data in reservation system by entering correct information into proper fields, including Marriott Rewards number, and asking for travel agency identification numbers (i.e., flags, comments, guest messages).
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; assist individuals with disabilities; 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. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats. Enter and locate work-related information using computers and/or point of sale systems. 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.