SPG Specialist

Job description

PRINCIPAL DUTIES & RESPONSIBILITIES
· Services calls from Starwood hotel associates
对酒店员工提供电话协助。

· Handle emails from internal (hotels and CCC associates) and external (Customer) source.
处理来自于内部（酒店和CCC员工）及外部（客人）的邮件。

· Interacts with Contact Center management staff, SPG trainer, Hotel Font Office or Rooms Division staff in seeking resolution to SPG issues.
与呼叫中心的管理层，SPG培训师，酒店前台，客房部等部门的员工紧密地联系，解决客户所关注的问题。

· Provide regular communication of all SPG program specifics. Solicit feedback and ideas from all staff with an aim to improve associate and customer perception of the program.
对于SPG的条款细节进行定期的回顾，收集各方面的反馈从而提升客户的满意度。

· Research and analyze a variety of SPG issues utilizing various resources and tools. Partner with SPG Trainers and Coordinators based at our CCC to resolve recurring issues. This position is empowered to handle situations using decision-making latitude in solving problems.
善用各种资源和工具来分析SPG相关的问题。与SPG培训师协同去解决日常所遇到的难题。善用自己的判断能力去处理突发的情况。

· Ensure that all SPG correspondences are handled in a timely manner through distribution to fellow associates while ensuring that necessary monitoring and work performance audits are conducted and necessary additional training is provided to associates.
确保所有SPG的沟通往来能及时的解决，运用监控与培训相结合的手段来提升员工水平。
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 :

QUALIFICATION STANDARDS
任职条件

College diploma and above
大专或以上文凭

Solid SPG (both in customer service center and properties) knowledge and proficient customer service quality
扎实的SPG知识和高度专业的客户服务水平

2 years of relevant working experience with business techniques, applications as well as analyzing and working with the public due to handling issues above and beyond.
商务及应用分析，客户服务等相关工作两年以上优先考虑。

Well-versed in Microsoft Word, Excel, Web and Email applications.
精通微软的Word, Excel, Wed以及邮件功能。

Bilingual with excellent written and verbal communication skills in English and Mandarin.
良好的英语与普通话的口头表达能力，书写能力。

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.