Intermediary Partner Care Specialist - Full-time / Part-time

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SUMMARY DESCRIPTION: The basic function of this job is to provide customer service to travel agents/agencies relative to commission requests, problems, and concerns. The IPC Specialist also answers questions regarding the Famtastic Program, IATA questions, and various travel industry issues.

Job Summary

Perform general office duties to support Sales & Marketing (e.g., filing, sending emails, typing, faxing, copying). Prepare sales-related documents throughout the sales process (e.g., proposals, contracts, or banquet event orders). Promote awareness of brand image internally and externally. Gather materials and assemble information packages (e.g., brochures, promotional materials). Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott. Enter, retrieve, reconcile, and verify information (e.g., commissions, leads, third parties) in software involved in the sales process. Answer guest questions about property facilities/services (e.g., hours of operation, rates and room types, packages, promotions, entertainment, restaurants, special events). Serve as the point of contact for clients and communicate with them by phone and email to respond to questions and requests.

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; 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. 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.

SPECIFIC RESPONSIBILITIES:

1.Researches and resolves routine travel agent/agency commission requests, problems and concerns.

2. Assists travel agents/agencies by answering questions regarding all IPC related computer systems, including MARSHA, CTAC and OSCAR.

3. Provides support and assistance for the PTA and Hotel Excellence programs.

4. Responsible for managing a region of approximately ninety (90) Marriott and Ritz-Carlton properties. Conducts audits and monitors hotels to ensure all past and present commission payments are being made.

5. Educates assigned hotels on all Marriott standard operating procedures relating to commission payments.

6. Assists travel agencies with questions regarding their ARC, IATA, TSI or TIDS accreditation.

7. Communicates and promotes Marriott services and programs to travel agencies including new and existing promotions and system enhancements.

8. Assists with various ongoing surveys and audits for corporate and IPC department that measure internal/external service levels.

9. Handles projects from manager and travel industry customers as needed.

10. Each associate is expected to carry out all reasonable requests by management, which the associate is capable of performing.

JOB SPECIFICATIONS:

1. Accurate typing skills.

2. Excellent oral and written communication skills.

3. Ability to operate general office equipment.

4. One year experience with Marriott worldwide Reservation Center preferred.

5. No customer complaints on file within the last year.

6. Most recent Performance Appraisal will be evaluated and an overall "Meets Expectations" or better job performance rating is preferred.

MINIMUM QUALIFICATIONS:

1. Minimum of three (3) months' work experience with Marriott Global Sales and Customer Care Center, or at least (6) six months experience in a customer service capacity in a hotel call center or travel agency.

2. No more than five (5) occurrences / or two (2) active notifications.

3.No written warnings on file in any area within the last twelve (12) months.

4.No Verbal Warnings on file for non-servicing, negative interaction or professional demeanor within the last twelve (12) months.

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 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.