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Company: Marriott Hotels
Job Title: Platinum Elite Desk Associate - Marriott Hotel (16001RVH)
Job Category: Customer Service/Support/Call Center
Job Reference: 16001RVH
Job description:  


It’s a powerful feeling, to belong. It’s inspiring people to do more than they thought they could. It’s leading the way by rolling up your sleeves to accomplish a common goal. It’s taking a passion and turning it into your vision. Belonging is what it feels like to work at Marriott. If this sounds like the place for you, join us.

The Omaha Gbl Sls&Ctmr Care Campus located at 1818 North 90th Street, Omaha, NE, 68114 is currently hiring a Platinum Elite Desk Associate.

Platinum Elite Desk Associate
Responsibilities include: Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type. 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. Follow proper escalation procedures when addressing guest concerns.

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.

SUMMARY DESCRIPTION: The Platinum Elite Sales Associate will assist customers with information regarding the hotel’s accommodations, amenities, surroundings, quality, value and ultimately making reservations using enhanced service skills, and the additional property specific knowledge/tools provided, including offering alternate accommodations if the original request cannot be met.

1. To learn, understand and communicate a thorough knowledge of Marriott philosophies to our customers.
2. To assist Marriott customers in making reservations, providing a level of service which upholds the highest standards and incorporates the Platinum Elite enhanced service skills.
3. To maintain a tradition and attitude of having the desire to provide excellent service to guests and fellow associates. To respond sensitively to the needs and feelings of others, regardless of status or position; to accept interpersonal differences and to maintain rapport.
4. To help create an ongoing effort of improvement for the Platinum Elite Team and Reservation Center through personal action and the contribution of ideas. To aspire to achieve total guest satisfaction on each and every call.
5. To effectively recognize and resolve issues, taking action to overcome challenges to get work done efficiently, with a high degree of quality. To make sound and logical decisions, using good judgment and common sense.
6. To learn and support The Platinum Elite Standards; to strive to eliminate defects and uphold the quality processes of the Platinum Elite Desk. To provide exceptional service to our customers, and fellow associates.
7. You may be asked to act as On-the-Job Trainer (OJT) on the Platinum Elite Desk. This may include, but is not limited to, double-jacking with and “ghosting” during training classes. In addition, Platinum Elite Associates must be willing to train and instruct other members of The Platinum Elite Team by passing along necessary skills and information to assist them in their development and advancement.
8. The Platinum Elite Sales Associate should strive to understand our business, and learn the requirements of the operation to maintain the service and the quality levels of The Platinum Elite Desk.
9. Associates must possess an exceptional knowledge of Marriott Rewards and booking procedures.
10. Associates will be trained to assume elevated responsibility including redeeming and booking Marriott Rewards and handling special requests.
11. To answer all incoming telephone calls efficiently, using professional and courteous verbiage as defined in The Platinum Elite’s current monitoring guidelines. The same verbiage and level of professionalism and courtesy are expected to be used on outbound calls to guests, and hotels and Marriott Rewards.
12. Complete Guest Incident Action forms to assist in addressing guest concerns and complaints (“opportunities”) in a considerate, efficient and thorough manner.
13. Resolve all guest opportunities in accordance with The Platinum Elite Standards regardless of the issue at hand.
14. Record guests’ special service requests and follow through on their completion. The Platinum Elite Associates will attempt to satisfy all special requests, as outlined in their Outbound Call Handling Training.
15. When booking a Marriott Reward Redemption, you must ask the customer if they have ordered their award. If they respond that they have not, you must offer to transfer the customer according to the established transfer guidelines for Platinum Elite Members.
16. The Platinum Elite Desk functions on a seven day per week basis. Associates may be required to work different shifts and schedules to accommodate the changing demands of the business, including Saturdays, Sundays, and holidays. The number of hours worked each week may be adjusted to meet the changing demands of business, which may require working more or less than forty hours in any week.
17. To accept that telephone calls will be monitored frequently and shop calls will be placed often, to ensure that The Platinum Elite standards are being maintained.
18. Handle overflow calls using good listening and communication skills to secure information necessary to complete a reservation.
19. Applies all trained sales techniques to convert calls into reservations while complying with sales strategies identified in training.
20. Handle incoming calls with a seamless transfer for the guest using words like “Our and We”.
21. Have specific knowledge of all represented hotels and knowledge of the difference between brands.
22. Promotes effective cross selling strategy of Marriott hotel products whenever the primary hotel or product line is unable to accommodate a reservation request.
23. Maintain and display a pleasant, helpful, courteous attitude while providing excellent service to all customers and associates in the center. To respond sensitively to the needs and feelings of others, regardless of status or position; to accept interpersonal differences and to maintain rapport.
24. To strive to become an independent associate, able to analyze problems and to formulate plans to overcome challenges to get work done quickly with a high degree of quality. To make sound and logical decisions and to choose appropriate courses of action based on the parameters of the situation at hand and to use the problem solving tools that are available through the Total Quality Management Process.
25. Be familiar and utilize the “INF” mini hotel/Hotel DH Screen, IDIR, and Group Fact Screens for answering guest or hotel questions.
26. Know how to handle and book group reservations; Know when to and not to book a housing protected group booking; Be familiar and utilize the group fact screen.
27. Each associate is expected to carry out all reasonable requests by management which the associate is capable of performing.

To submit your application for this job, please go to: https://marriott.taleo.net/careersection/2/jobdetail.ftl?job=16001RVH

Marriott International is consistently recognized as an employer of choice around the globe by FORTUNE and Working Mother magazines, DiversityInc, Great Places to Work Institute, and the CRF institute among others. Visit our newsroom to learn more: news.marriott.com

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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.


Employment type:
  • Full Time
Salary Range: Unspecified
Job Link: You must first register to view this information.
Other Information
Degree: High School
Experience (year): 0
Job Location: Omaha - Nebraska - USA
Zipcode: 68114
Post Date: 12/01/2016
Contact Information
Company: Marriott Hotels
Contact Name: Chuck Vlasin
Contact E-mail: Send E-Mail Now
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