FLEX IPC Travel Agency Desk Specialist

Job description

This is a temporary position. 

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 internal travel agent training Fam-tastic Program and Preferred Travel Agent Program, IATA commission questions, and various travel industry issues.

Specific Responsibilities

·  Researches and resolves routine travel agent/agency commission requests, problems and concerns.
·  Assists travel agents/agencies by answering questions regarding all IPC related computer systems, including MARSHA, Juliet, CTAC and OSCAR.
·  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.
·  Educates assigned hotels on all Marriott standard operating procedures relating to commission payments.
·  Assists travel agencies with questions regarding their ARC, IATA, TSI or TIDS accreditation.
·  Communicates and promotes Marriott services and programs to travel agencies including new and existing promotions and system enhancements.
·  Processes various Marriott directory/brochure requests made by travel agents/agencies.
·  Assists with various ongoing surveys and audits for corporate and IPC department that measure internal/external service levels.
·  Handles projects from manager and travel industry customers as needed.
·  Each associate is expected to carry out all reasonable requests by management, which the associate is capable of performing.

Job Specifications

·  Accurate typing skills.
·  Excellent oral and written communication skills.
·  Ability to operate general office equipment.
·  One-year experience with Marriott worldwide Reservation Center preferred.
·  No customer complaints on file within the last year.
· 
Most recent Performance Appraisal will be evaluated and an overall “Meets Expectations” or better job performance rating is preferred.

 

Minimum Qualifications

·  Minimum of three (3) months’ work experience with Marriott Customer Engagement Center, or at least three (3) months experience in a customer service capacity in a hotel call center or travel agency.
·  No more than five (5) occurrences / or two (2) active notifications.
·  No written warnings on file in any area within the last twelve (12) months.
·  No Commitment to Correct(s) on file for non-servicing, negative interaction or professional demeanor within the last six (6) months.

 

Critical Competencies

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

Interpersonal Skills
Team Work
Customer Service Orientation
Diversity Relations

Communications
Telephone Etiquette Skills
English Language Proficiency
Communication
Writing (and email)
Listening
Applied Reading

Organization
Detail Orientation
Multi-Tasking
Time Management
Planning and Organizing

Analytical Skills
Computer Skills

Learning

Problem Solving Skills

Math Aptitude

General Administration
Typing

Filing

Computer
Microsoft Office

 

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.  We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. 

All locations offer 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts.  Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others. Click here  to learn more.

Full-time positions also offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, and paid parental leave. 

Washington Applicants Only : Employees will accrue paid sick leave, 0.0384 PTO balance for every hour worked and be eligible to receive minimum of 9 holidays annually. 

Marriott HQ is committed to a hybrid work environment that enables associates to Be connected.  Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,​ begin  your purpose,  belong  to an amazing global​ team, and  become  the best version of you.