Ambassador Liaison

Job description

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?

The ambassador Liaison is responsible for assisting ambassadors with building trusted, long lasting, personal connections with Marriott's most important members, by facilitating their personal experiences both in and out of stay. By caring holistically for these members one to one, we will generate unprecedented customer satisfaction and increased profit across our family of brands. It is the responsibility of the ambassador Liaison to be a dedicated contact between the ambassador and hotel personnel. Acting as a dedicated contact for the hotel, the ambassador Liaison will proactively ensure that all stays at Marriott properties meet the individual need of the ambassador member. The ambassador Liaison will build a business relationship with the hotel in order to best understand capabilities of the hotel to respond to member requests and ensure all customized member requests are successfully fulfilled on property for our most valued and profitable members. As ambassadors develop relationships with their members, Liaisons will develop similar relationships with hotel personnel so they gain a complete understanding of the profitability of the ambassador member and their value to the organization.

Desired profile

Qualifications :

Job Summary

Marriott Ambassadors deliver extraordinary personal service by promptly and accurately responding to the inquiries of our most loyal guests via phone, mail, email and chat. Ambassadors will anticipate guest, actively listen answer questions and resolve any issues in an efficient and effortless experience. As a dedicated contact for their guests, Ambassadors will be responsible for evaluating and analyzing each guest's needs and recommending tailored travel solutions that enhance their travel experience, deepening their loyalty to Marriott's products and services.

Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; 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; 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; 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; stand, sit, or walk for an extended period of time. 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.

Position Responsibilities
·  Submit and follow-up on requests sent to hotels by ambassadors to ensure 24-hour response time
·  Cultivate relationships with key hotel personnel to ensure ambassador members receive outstanding service and the utmost personalized services
·  Ensure hotel contact lists are kept up-to-date for ambassador team use
·  Maintain constant communication with hotels to educate and ensure understanding of ambassador Service, proper procedures and the value the service adds to the individual property and Marriott International.
·  Prepare weekly hotel acknowledgment reports and share results with their hotel contacts celebrating great results and reiterating the importance of recognizing these members
·  Resolve member issues using contacts and relationships developed with hotels
·  Assist other departments with special projects, i.e. relocations, natural disasters, etc..
·  Introduce new properties to the service – explaining their role in the success of the hotel to the leadership of the hotel – follow up to the SPG training hotels receive
·  Ensure new associates at the properties are reviewing the on line training.
·  Ensure Hotel Contact lists are kept up to date in our systems to ensure the right people are informed of ambassador Guests arrivals
·  Coordinate, track and record Surprise and Delight member gifts and provide feedback to ambassador teams and hotels on member reactions. Ensure expenditures are kept within budget and correct processes are used for hotel reimbursement. Process other billing requirements as needed
·  Work closely with ambassador team to research and suggest Surprise and Delight gifts
·  Act as an extension of assigned hotels to ensure all ambassador teams are aware of updates, activities and special services
·  Process special requests in preparation for, during and after the member stay; coordinate with on-property personnel, partners, vendors and others as necessary
·  Maintain and continuously update hotel and destination information
·  Prepare ambassador commendations
·  Assist the Supervisor and Manager in various projects as they arise
·  Other duties as assigned by management

Documentation/Reporting
·  Organize, secure, and maintain all files and records in accordance with document retention and confidentiality policies and procedures
·  Record, store, and/or analyze information using property software

Computers/Software
·  Transmit information or documents using a computer
·  Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservation and answer inquiries from members
·  Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software

Communication
·  Answer inbound and place outbound telephone calls using appropriate etiquette
·  Speak to members and co-workers using clear, appropriate and professional language
·  Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness
·  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
·  Develop and maintain positive and productive working relationships with other employees and departments
·  Partner with and assist others to promote an environment of teamwork and achieve common goals
·  Handle sensitive issues with employees and/or members with tact, respect, diplomacy, and confidentiality

Physical Tasks
·  Enter and locate work-related information using computers and/or point of sale systems.
·  Read and visually verify information in a variety of formats (e.g., small print)
·  Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance

Policies and Procedures
·  Maintain confidentiality of proprietary materials and information
·  Protect the privacy and security of members and coworkers
·  Follow company and department policies and procedures
·  Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures
·  Perform other reasonable job duties as requested by Supervisors
·  Adhere to schedule requirements

PREFERRED QUALIFICATIONS

Education

High school diploma/G.E.D. equivalent

Related Work Experience

At least 1 year of related work experience
Minimum 6 months in current position
Loyalty experience required
Elite, Platinum Premier or Resort experience required
Good standing in performance and attendance
Previous experience with account or relationship management preferred

Supervisory Experience

No supervisory experience is required


CRITICAL COMPETENCIES

Analytical Skills
·  Computer Skills
·  Learning

Interpersonal Skills
·  Interpersonal Skills
·  Team Work
·  Customer Service Orientation
·  Diversity Relations

General Administration
·  Typing
·  Basic Computer Skills
·  Multi-Line Phones

Personal Attributes
·  Integrity
·  Dependability
·  Positive Demeanor
·  Presentation
·  Initiative
·  Stress Tolerance
·  Adaptability/Flexibility

Organization
·  Detail Orientation
·  Multi-Tasking
·  Time Management
·  Planning and Organizing

Communications
·  Telephone Etiquette Skills
·  Email Etiquette Skills
·  English Language Proficiency
·  Communication
·  Writing
·  Listening

Computer Software
·  Microsoft Office
·  Empower, CRIS and/or other Internal Loyalty Systems

Applied Reading

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.