Customer Care Voice Consultant - Full-time

SUMMARY DESCRIPTION:

The Customer Care Voice Consultant handles all inquiries reported via Global Sales voice channels. Researches and resolves guest concerns / problems related to (but not limited to) reservations, rates, hotels, billing issues, etc, in a timely manner, as outlined in the department's first contact resolution guidelines. They are empowered to offer compensation in accordance with established guidelines and procedures, identifying opportunities to up-sell the customer, and enhancements that would potentially create a better Marriott experience or event. Processes all reservation requests, changes, and performs several functions for Marriott Rewards including redeeming points and updating member files. During a disaster, the Customer Care Voice Consultants respond to customer concerns, questions regarding security breaches, and when activated, manage Marriott's Crisis Line. They also relocate Marriott Rewards Members when a hotel is deflagged.

Training Begins March 9, 2015. The first 3 weeks of training will be Monday-Friday, 8:30am-5pm. The last 2 weeks of training will be Monday-Friday, 3-11pm.

SPECIFIC RESPONSIBILITIES:

1. Research and resolve guest concerns / problems reported via Global Reservation Sales voice channels relating to (but not limited to) reservations, rates, hotels, billing issues, etc, in a timely manner, as outlined in the department's first call resolution guidelines. Respond to all concerns and problems in a professional and courteous manner.
2. Adhere to established department and company procedures to ensure all complaints, problems, staff coverage, calls, etc. are handled. May approve compensation in accordance with resolution guidelines.
3. Follows established escalation procedures when unable to immediately resolve customer concerns.
4. Process and validate service check feedback for sales associates in a manner designed to improve awareness on booking policies, procedures and professional growth.
5. Respond to guest issues requesting assistance via phone, letters and faxes.
6. Document, research and track all guest concerns and comments in the department automated tracking system; ensure all documentation is accurate for resolution purposes, quality control, brand allocation, and Global Reservation Sales and Customer Care reports. Document all guest issues in a professional and timely manner.
7. Provide properties with information on reservations and guest problems that need hotel assistance; coordinate efforts to ensure problem resolution.
8. Follows established processes in order to provide technical service to customers utilizing Marriott.com and educates the customers on how to most effectively use the website.
9. Relocate Marriott Rewards clientele to other Marriott properties in the event of a hotel deflagging.
10. In the event of a disaster (hotel structural damage due to severe weather, fire, terrorism, or other wide scale emergency), provide coverage for the Marriott Crisis Line.
11. In the event of a security breach, handle calls for the Credit Card Privacy Hotline.
12. Fields calls regarding Marriott.com, live chat and Marriott Mobile issues; conducts investigation and research consistent within the established parameters of the team. Identifies customer questions and/or issues regarding the technical scope of Marriott.com and its electronic channels, selects proper course of action and communicates outcome back to the customer.
13. Follows established processes in order to provide technical service to customers utilizing Marriott.com, live chat and Marriott Mobile; educates the customers over the phone on how to most effectively use the website.
14. Follows established escalation procedures when unable to immediately resolve technical customer issues or questions regarding the Marriott.com website.
15. Meets or exceeds individual service levels targets and team goals.
16. Keep Manager and Customer Care Shift Supervisor informed of trends in errors and concerns relating to reservations and / or Marriott.com.
17. Maintain an awareness of all new information and operational changes via computer system messages, Outlook, department intranet, memos, etc.
18. Conduct positive interactions with guests and associates, acting as negotiator to ensure mutual goals are met.
19. Maintain a professional demeanor, both in personal appearance, work area and all interactions with guests, hotels, peers, and management.
20. Attends Customer Care Contact Center team meetings.
21. Maintains privacy and integrity of guest and associate personal information.
22. Applies all sales techniques to convert inquiries into reservations.
23. Perform a variety of other duties as directed by Management

MINIMUM QUALIFICATIONS:
1. Six months employment at Marriott (if applicable).
2. No more than 5 occurrences / 2 active notifications on file at the start of training (if applicable).
3. Must not have received any written warnings within the last year (if applicable).
4. No counseling on file for non-servicing, negative interaction or professional demeanor within the last 12 months (if applicable).

** Marriott standards and minimum policies for posting require that hourly associates remain in their current positions for 6 months prior to posting outside their department. If promoted, hourly associates must remain in the new position 6 months before posting again. Management associates must remain in current position 1 year before posting. **

Marriott International offers you the opportunity to find the hospitality job and career journey that's right for you. With more than 1100 managed properties and 18 brands you'll find us in your neighborhood and in more than 74 countries across the globe. Find Your World at Marriott.



Job Summary

Manage and support all Marriott Hotels and Resorts, Renaissance Hotels and Resorts, Marriott Conference Centers, CFRST properties and their guests in a customer service capacity. Means of support include report analysis, assistance and guidance in issue resolution, and an open communication with property managers and Regional Offices. Areas of focus include: Customer communication both written and oral (resolve and negotiate with all involved parties); trend identification and analysis; customer satisfaction and benefit delivery. Support all corporate Executive offices, Legal, and Claims in areas of guest issue resolution. Act as a resource for companywide information, available to answer any questions posed by our corporate offices. Support all Customer Care departments, assisting in issue resolution and corporate wide effort to decrease customer issues and increase customer satisfaction, as well as sharing best practices. Maintain positive and professional working relationships. Enter, retrieve, and maintain information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservations, and answer inquiries from guests. Transmit information and operate standard office equipment other than computers. Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software. Handle incoming and outgoing mail, including date stamping and distributing incoming mail. Compile, copy, sort, and file records of office activities, business transactions, and other activities. Enter and locate work-related information using computers and/or point of sale systems.

Follow all company and safety and security policies and procedures; ensure uniform and personal appearances are clean and professional. Maintain confidentiality of proprietary information and 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, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Prepare and review written documents accurately and completely; read and visually verify information in a variety of formats. Comply with quality assurance expectations and standards. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of employees. 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.