Sales & Services Associate

POSITION SUMMARY

Serve guests from around the world as they embark on their travel journey. Create an effortless experience and build raving brand fans by answering questions about property facilities, services, and room accommodations to support our overall vision to be the world’s favorite travel company. Handle incoming contacts for a variety of Marriott brands and assist customers with their booking needs or questions through preferred channels including voice, email, and chat. Responsibilities include processing reservation requests and support of basic loyalty and customer care requests. This role will identify guest reservation needs and follow sales techniques to maximize revenue. Ensure compliance with policies and procedures for special booking rules and requests, loyalty guidelines and case management. Provide customer support through assistance and guidance in issue resolution, and an open communication with Marriott properties, related company contacts, and third parties.

Follow all company policies and procedures; ensure 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.

 

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: 2 years work experience.

Supervisory Experience: No supervisory experience.

License or Certification: None

 

CRITICAL TASKS

Policies and Procedures

▪ Protect the privacy and security of guests and coworkers.

▪ Maintain confidentiality of proprietary materials and information.

▪ Follow company and department policies and procedures.

▪ Perform other reasonable job duties as requested by Supervisors.

 

Guest Relations

▪ Deliver an effortless customer experience by responding positively and timely to customer questions, concerns, and requests.

▪ Anticipate customer needs, including asking questions to help discover sales opportunities and overcome objections based on knowing what your customer needs

▪ Provide a personalized service to our customers by recognizing and acknowledging status level and reason for travel

▪ Embrace loyalty and connect them to our brands or hotels at every opportunity.

▪ Support loyalty programs by enrolling customers at every opportunity.

▪ Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the customers' name, transferring calls to appropriate person/department, requesting permission before placing the customer on hold, taking and relaying messages, and allowing the customer to end the contact.

▪ Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

▪ Advocate for your customers and display a true spirit to serve

▪ Demonstrate a global understanding of our brands and embrace the diversity of our guests.

▪ Use your empowerment to solve complex, escalated issues, start with an apology and use First Contact Resolution while addressing customer service needs in a professional, positive, and timely manner

▪ Thank guests with genuine appreciation and provide a fond farewell.

Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

▪ Follow proper escalation procedures when addressing guest concerns.

Reservation Services

▪ Verify all reservation information with customers to ensure accuracy.

▪ Determine the most appropriate room type to meet guest requirements and maximize room rate.

▪  Explain guarantee and cancellation policies to customers.

▪ Describe room accommodations and benefit feature sale amenities to guests.

▪ Assign confirmation/cancellation numbers and clearly relay this information to customers, giving them the option of emailing and/or faxing these numbers.

▪ Inform guests of rules and regulations regarding qualifying rates (e.g., government and special corporate rates and discounts).

▪ Input and access data in reservation system by entering correct information into proper fields.

▪ Process all single property/Guest/Email/OTA reservation requests, changes, and cancellations received by phone, email or chat.

▪ Responsible primarily for NTF (non-luxury) brands, ARSO/SRS, passkey reservations, Hotel Reservation Services (China).

▪ Dedicate or Key Accounts.

▪ Process relocations due to deactivation.

▪ Service Loyalty member accounts including loyalty account services, missing stays, customer care services, password unlocks and resets.

 Understand Case Management essentials.

 

Communication

 

▪ Share process for follow up on any guest case issues to ensure the guest knows what happens next.

▪ Utilize all resources to stay up to date with new standards initiated by CEC

▪ Speak to guests and co-workers using clear, appropriate and professional language.

▪ Talk with and listen to other employees to effectively exchange information.

Working with Others

▪ Support all co-workers and treat them with dignity and respect.

▪ Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

 

Quality Assurance/Quality Improvement

▪ Handle customers with a First Call Resolution mindset based on your level of empowerment and where appropriate transfer for escalated handling of the customer issue.

▪ Comply with quality assurance expectations and standards.

▪ Efficiently navigate all systems.

 

Physical Tasks

▪ Enter and locate work-related information using computers and/or other methods.

▪ Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

 

CRITICAL COMPETENCIES

 

Analytical Skills

▪ Computer Skills

▪ Learning

 

Interpersonal Skills

▪ Customer Service Orientation

▪ Interpersonal Skills

▪ Team Work

▪ Diversity Relations

 

Communications

▪ Telephone Etiquette Skills

▪ English Language Proficiency

▪ Listening

▪ Communication

▪ Applied Reading

 

Personal Attributes

Sales


▪ Integrity

▪ Dependability

▪ Positive Demeanor

▪ Typing

 

PREFERRED QUALIFICATIONS

Education:

High school diploma or G.E.D. equivalent.

Related Work Experience:

No related work experience.

Supervisory Experience: No supervisor