Customer Care Account Representative

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?

Desired profile

Qualifications :

Job Summary

Provide support for internal and external customers, including Marriott branded businesses.

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• Make sound and logical decisions choosing appropriate courses of action based on established parameters of empowerment and the situation at hand.

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• Maintain a tradition and attitude of having the desire to provide excellent service to all customers and associates

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which will, in turn, support their efforts to provide excellent service to customers and to other associates of the

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operation.

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• Put forth an ongoing effort to improve the business through personal action and by contributing ideas.

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• Use Standard Operating Procedures of Global Gift Cards Operations, Marriott Corporation Standard Operating Procedures, and any Local Standard Operating Procedures as a guide to the standards and practices which are to be

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followed by all associates in this business and discipline so that questions may be correctly answered, problems may be resolved, and compliance with all laws and company policies may be ensured.

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• Provide excellent service in a courteous, timely and efficient manner.

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• Demonstrate ability to clearly and effectively express information through written or oral means; properly use such technical factors as grammar, punctuation and vocabulary. Be able to prepare and review letters, reports, charts,

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processes and other written materials using a standardized format.

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• Actively listen and respond positively to customer questions, concerns, and requests using brand or property specific guidelines to resolve issues, delight, and build trust.

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• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in

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one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before

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placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

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• Function calmly in a fast paced environment handling multiple prioritiessimultaneously. Respond to situations of a dynamic nature; modify plans, actions, and decisions in light of changing situations and circumstances.

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.