Assist Associate客户服务管理专员

Job description

Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type. Verify all reservation information with callers to ensure accuracy. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in reservation system. Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system. Perform general office duties related to reservations. Troubleshoot, resolve, and document guest issues and concerns or escalate/refer to appropriate individual.

Assist management in training, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Report accidents, injuries, and unsafe work conditions to manager. 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; 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; provide assistance to coworkers, ensuring they understand their tasks. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards. 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 by Supervisors.

Desired profile

Qualifications :

CRITICAL TASKS


Safety and Security ƒ
Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters). ƒ Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment. ƒ Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor. ƒ Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
Policies and Procedures ƒ
Follow company and department policies and procedures. ƒ Protect the privacy and security of guests and coworkers. ƒ Maintain confidentiality of proprietary materials and information. ƒ Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures. ƒ Perform other reasonable job duties as requested by Supervisors.
Communication ƒ
Provide assistance to coworkers, ensuring they understand their tasks. ƒ Answer telephones using appropriate etiquette including answering the phone within 3 rings, 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. ƒ Speak to guests and co-workers using clear, appropriate and professional language. ƒ Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property. ƒ Talk with and listen to other employees to effectively exchange information. ƒ Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
Working with Others ƒ
Support all co-workers and treat them with dignity and respect.
ƒHandle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality. ƒ Actively listen to and consider the concerns of other employees, responding appropriately and effectively. Quality Assurance/Quality Improvement ƒ Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings. Physical Tasks ƒ Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Analytical Skills ƒ Computer Skills ƒ Learning

Interpersonal Skills ƒ Interpersonal Skills ƒ Team Work ƒ Diversity Relations ƒ Influence

Communications ƒ Communication ƒ Listening ƒ Writing ƒ Telephone Etiquette Skills ƒApplied Reading ƒ English Language Proficiency
Personal Attributes ƒ Integrity ƒ Dependability

Organization ƒ Planning and Organizing

Reservations ƒ Room Information

Sales ƒ Typing

PREFERRED QUALIFICATIONS

Education High school diploma/G.E.D. equivalent

Related Work Experience

At least 1 year of related work experience

Supervisory Experience

No supervisory experience is required

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.