SPG Specialist

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

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Description du poste

 

 

 JOB SCOPE

 

 To provide appropriate second level of Help Desk support to Hotel associates and CCC associates for all escalated SPG member issues and complaints, and resolve within an established time period. Provide excellent internal customer service that will help our front line associates to deliver the right SPG experience. Issues and complaints can include missing stays, award-related questions, profile look up, program content issues, inquiries regarding special promotions etc.

 

 

PRINCIPAL DUTIES & RESPONSIBILITIES

  • Services calls from Starwood hotel associates

 

  • Handle emails from internal (hotels and CCC associates) and external (Customer) source.

 

  • Interacts with Contact Center management staff, SPG trainer, Hotel Font Office or Rooms Division staff in seeking resolution to SPG issues.

 

  • Provide regular communication of all SPG program specifics. Solicit feedback and ideas from all staff with an aim to improve associate and customer perception of the program.

 

  • Research and analyze a variety of SPG issues utilizing various resources and tools. Partner with SPG Trainers and Coordinators based at our CCC to resolve recurring issues. This position is empowered to handle situations using decision-making latitude in solving problems.

 

  • Ensure that all SPG correspondences are handled in a timely manner through distribution to fellow associates while ensuring that necessary monitoring and work performance audits are conducted and necessary additional training is provided to associates.

 

l To support reservation calls during peak periods.

 

l To support the reservation supervisors in SPG related enquiries.

 

l To attend SPG global/Greater China Regional conference calls and gather the latest promotion information for local center sharing.

 

l Participate in ad hoc projects as assigned by Manager.

 

SUPERVISION RECEIVED

Works with minimal supervision from Manager, Customer Contact Center.

 

KEY COMPETENCIES

Communication skills (verbal and non-verbal)

 

Good SPG knowledge (both hotel and corporate level)

Good customer service attitude and attention to detail

Good efficiency

 

Negotiation skills

 

Decision-making latitude

Planning and Organizing

Stress Tolerance

Flexibility

Multitask

Able to work independently and exercise initiative



QUALIFICATION STANDARDS

College diploma and above

Solid SPG (both in customer service center and properties) knowledge and proficient customer service quality

 

2 years of relevant working experience with business techniques, applications as well as analyzing and working with the public due to handling issues above and beyond.

Well-versed in Microsoft Word, Excel, Web and Email applications.

Bilingual with excellent written and verbal communication skills in English and Mandarin.

 

 

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
 
     Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in reservation system. Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system. Follow proper escalation procedures when addressing guest concerns.
 
     Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers. 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; 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. 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 by Supervisors.
 
 
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.

Profil recherché

See description

Contrat
Temps plein
Lieu
Canton, Chine
Département
Réservations
Début
Dès que possible
Durée du contrat
Indéfini

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