What are the responsibilities and job description for the Luxury Services Associate (v) position at Marriott International, Inc?
JOB SUMMARY
Provide personalized service to global customers, supporting complex reservations including adhering to loyalty program requirements, resort and luxury service standards, and customer care through various channels including voice, email, and chat for a portfolio of Marriott’s luxury and resort brands. Create an effortless experience by leading the conversation, anticipating guest needs, and answering questions about property facilities, services, and room accommodations, focused on converting the contact into sales. Provide customers with recommendations for ancillary services and packages to enhance their experience and drive incremental revenue to the company. Utilize proactive selling techniques and handle multifaceted requests through knowledge and service requirements for these brands and properties. Identify guest reservation needs, follow sales techniques to maximize revenue, and ensure compliance with policies and procedures for special booking rules and requests, loyalty, and case management. Show genuine care and concern for the guest and provide thoughtful and anticipatory service in effort to build customer trust and brand loyalty.
Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers. 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; 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. 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.
Preferred Qualifications
Education: High school diploma/G.E.D., secondary education, certificate or local equivalent.
Related Work Experience: At least 1 year of Resort or Luxury brand experience.
Supervisory Experience: No supervisory experience required,
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.