Program Services Associate

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?

This role is responsible for processing Members and Internal SPG Inquiries such as missing stays, name changes, missing Starpoints, posting errors, transfers, mismergers, etc. The Associate will be required to utilize all available tools including Navigator Valhalla, and SPG Centro, SPGLink, Microstategy, Kana, Outlook, Microsoft, SPG.com and other approved systems.

Desired profile

Qualifications :

Job Summary
·  Assist with research and correspond to emails/Calls received from Hotels, Members, Partners and Member Services Teams.
·  Handle research per the hotel's request including but not limited to: Invoice discrepancies, Miscalculated reimbursement amount or no reimbursement paid, No award ordered.
·  Use the Affinity system to credit points/transactions to member accounts. Transactions are monitored and we are accountable for incorrect or inappropriate entries.
·  Research and analyze a variety of issues utilizing various resources and tools including the established Program Services Guidelines. All members of the Program Services Department are empowered to handle situations above and beyond a Member Services Associate using decision-making latitude in solving situations presented.
·  Researching escalated issues, which include complaints, account discrepancies and other Starwood Preferred Guest member issues.
·  Generating correspondence to Starwood Preferred Guest members using proper business letter composition, spelling and grammar skills.

Qualification

·  Excellent communication skills in English and Mandarin
·  Trained in our SPG loyalty program
·  Ability to work independently
·  Experience with Microsoft Word and Excel, Internet and e-mail necessary
·  Excellent written and grammatical skills required
·  Strong Math Skills: Must be able to quickly figure out percentages, averages, currency calculations etc.

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.