Loyalty Ambassador

Job description

KEY ACCOUNTABILITIES:

· Travel Planning and Assistance
· Work with StarGuest to build customer profiles
· Use Kana to communicate with guest and hotels
· Provide custom confirmations of arrangements made
· Exceptionally confirm reservations in sold out situations
· Contact the hotels to follow-up on accommodations made
· Outbound calling of approx. 60%, inbound contact approx. 40%
· Act as a liaison for customers and hotels, partners, and vendors
· Learn individual preferences of customers and tailor services accordingly
· Offer assistance with on or off property services or activity arrangements
· Work with hotel teams to ensure delivery of services and to resolve any issues
· Monitor customer travel and re-arrange in cases of delay, weather, and other disruptions
· Research, confirm, change, and cancel hotel reservations including paid and SPG award rates
· Maintain and continuously update hotel and destination information to quickly respond to inquiries
· Make recommendations for leisure travel based on customer preferences, special occasions, and offers/promotions
· Proactively contact members to arrange on or off property services or activities for reservations booked through non-CCC channels
· Working with hotel sales teams, arrange small groups, meeting or social functions, and other in-hotel meeting and convention services
· Contact the member for special occasion greetings, reminders of upcoming special events, and travel ideas related to their hobbies and interests
· Proactively contact customers to introduce our services, solicit information to gain understanding of preferences, and determine contact protocols
· Monitor account activity, status, promotion participation, redemption threshold activity, elite qualification progress, and other details for SPG members
· Process special requests in preparation for, or during a guest's stay; coordinate with on-property concierges, partners, vendors, and other personnel as necessary
· Manage, account for, and appropriately utilize a small “surprise and delight” fund for in and out of stay gestures that deepen customer loyalty, based on learned customer preferences
· Follow Company policy as it relates to work behavior and work performance in order to maintain a productive work environment and good relations with all Starwood Hotels & Resorts staff
· Assist customers with expected challenges that may occur while traveling including but not limited to: lost/stolen wallet/purse, lost/stolen travel documents, illness while traveling, emergency change of travel plans, contact of family while traveling during natural disasters and other emergencies, etc.

QUALIFICATION STANDARDS:

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College degree and above with at least 1 year working experience, customer service experience preferred

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Good command of English in listening, speaking, reading and writing, TEM – 8 preferred (China candidates)

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Familiar with Microsoft Word, Excel, internet and emails applications

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Willing to take shift duty including weekend and public holidays

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Enjoy working together as a team and possess initiative to take care of things

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Multi-task handling skill, can work under high pressure environment

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Enjoy working in team environment with members from different nationalities and cultural backgrounds

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

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.

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.