Intermediary Partner Care FastPay Specialist

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 customer service to travel agents/agencies relative to commission requests, problems, and concerns. Assists travel agencies with questions regarding their ARC, IATA, TSI or TIDS accreditation. Act as a resource for all product lines in researching commission inquiries and utilizing the CTAC system. Answer questions regarding the Famtastic Program, IATA questions, and various travel industry issues. Maintain and update all wholesaler computer database information, including assigning wholesaler identification numbers and entering address changes. Monitor wholesaler production for room night compliance. Ensure clarity and consistency of wholesaler facts/rate pages in MARSHA/Merlin computer system. Provide customer service to group intermediary partners relating to the Meetings Excellence program on inquiries via automated e-mail (AVAYA). Provide service support for inquiries on the Plantastic Program.

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; assist individuals with disabilities; 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. Read and visually verify information in a variety of formats. 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.

SPECIFIC RESPONSIBILITIES :

·  Facilitates all components of Top 4 group intermediary partners (HelmsBriscoe, ConferenceDirect and Experient) Invoices by research, tracking and resolution of advance commission payments through MBS and CTAC.
·  Notifies FastPay properties via e-channels of FastPay advance and final payment of commissions.
·  Records and Tracks all FastPay Events from advance invoices to final commission payments via CTAC. Responsible for ensuring all payments are reconciled and closed.
·  Processes advance commission payments for FastPay Events via CTAC.
·  Processes deductions of Advance commission payments for each Event via CTAC through the commission batch and releases CTAC batches.
·  Monitors to ensure advance payments have been returned to properties as needed.
·  Uploads Group Event Stays from MRDW on IATA added Events.
·  Responds to partners and properties on FastPay group and properties (Marriott brands) on centralized group commission via e-channels and voice utilizing commission, PeopleSoft, reservations and sales support systems – CTAC, CPS, OSCAR, MARSHA, SFA, Query/Studio.
·  Educates and is a champion of the Centralized FastPay group commission program and promotes the benefits of the program to our intermediary partners and properties.
·  Activates and Approves Centralized Group Events.
·  Loads and updates GIATAs for future Group Events in MARSHA Mini Hotels for futures properties (Fosse) when needed.
·  Monitors and tracks trends and issues from our intermediary partners and properties of the Centralized group program and is a champion of enhancements to provide continued service excellence to our partners and properties.
·  Educates and supports properties on Marriott Centralized Group Commission Standard Operating Procedures and Preferred Partners policies and procedures.
·  Researches commission revenue utilizing Peoplesoft/MBS in support of properties when needed.
·  Researches and support projects from department head and corporate headquarters as needed.
·  Each associate is expected to carry out all reasonable requests by management, which the associate is capable of performing.
JOB SPECIFICATIONS :
·  Excellent oral and written communication skills.
·  Excellent customer services skills.
·  Strong organizational and time management skills to prioritize work and meet deadlines.
·  Six months customer service experience preferred.
·  One year experience with Marriott Global Reservation Sales and Customer Care preferred.
·  Analytical and math aptitude preferred.
·  Strong attention to detail required.
·  Strong problem solving and judgment skills.
·  Ability to meet and exceed deadlines.
·  Ability to adapt to change as business needs demand.
·  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.
Critical Tasks :


Policies and Procedures

·  Maintain confidentiality of proprietary materials and information
·  Protect the privacy and security of customers and co-workers
·  Follow company and department policies and procedures
·  Research questions and problems; refer complex issues to supervisor
·  Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures
·  Perform other reasonable job duties as requested by supervisors
Customer Relations
·  Address customers' service needs in a professional, positive, and timely manner
·  Actively listen and respond positively to customers' questions, concerns, and requests of others
·  Assist other associates to ensure proper project and program coverage and service.
Communication:
·  Discuss work topics, activities or problems with co-workers, supervisors, or managers using proper discretion.
·  Answer telephones using appropriate etiquette, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
·  Speak to customers and co-workers using clear, appropriate and professional language.
Working with Others:
·  Treat all employees and customers 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
·  Actively listen to and consider the concerns of other employees, responding appropriately and effectively
·  Handle sensitive issues with employees and/or guests with tact, respect, diplomacy and confidentiality
·  Display excellent people skills (Team Orientation, Judgment, Interpersonal Relations, Results/Goal Orientation, and Resilience/Adaptability.)
·  Work with a diverse group of individuals
·  Be flexible with multiple changes and different situations.
Physical Tasks:
·  Enter and locate work-related information using computers and/or other methods
·  Move, life, carry, push, pull, and place objects weighing less than 10 pounds without assistance.
Quality Assurance:
·  Comply with quality assurance expectations and standards.
Documentation/Reporting
·  Maintain computer and paper-based filing and organization systems for records, reports, documents, etc.
Computers:
·  Use computer systems and software packages to input, access, modify, store or output information
·  Enter and retrieve data from computer systems using a keyboard, mouse or trackball.
Office Equipment
·  Transmit information or documents using mail, scanner or facsimile machine
·  Operate standard office equipment other than computers such as telephone, typewriter, scanner, fax, photocopier, calculator and electronic peripherals
·  Keep office equipment in working order and contact appropriate representatives to correct problems with office equipment, including following-up to ensure problem is corrected
·  Maintain office areas neatly.

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



Minimum Qualification

·  No more than five (5) occurrences or two (2) active notifications.
·  No Commitment to Correct(s) on file for non-servicing, negative interaction or professional demeanor within the last twelve (12) months.
·  No Written Warning(s) on file for any area 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. **




Additional criteria: Unless listed under "Minimum Qualifications", the criteria listed below are not a requirement to post for this position. This criteria will be used is used to help evaluate what additional skills a candidate can bring to the position.

1. Systems Knowledge: (based on 1 months experience)

CTAC
OSCAR
MARSHA
JULIET

2. Software Knowledge: (based on 1months experience)

Microsoft Word

Microsoft Excel

3. Customer Service Experience:

Three (3) months experience as an Intermediary Partner Care Specialist for Groups Backup in the IPC department (defined as Department 38 – Intermediary Partner Care - working full time in the IPC Desk for Centralized Group CTAC)

One (1) months experience as an Intermediary Partner Care Specialist in the IPC department (defined as Department 38 – Intermediary Partner Care) within the last year

Three (3) months experience in a Customer Service role within Marriott International

Six (6) months experience in a Customer Service role outside of Marriott

Completion of DDI's Service Plus training

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 law