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Job Number 18001QRA
Job Category Administrative
Location Starwood CCC-Guangzhou, Guangzhou, China VIEW ON MAP
Position Type Non-Management/Hourly
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Customer Engagement Center (CEC) Operations
§ Analyze and execute intraday staffing and routing decisions based on CEC performance, including scheduling according to call volume to maximize potential revenue, issuing downtime to minimize costs, and issuing same-day overtime when not meeting performance goals.
§ Executes changes in call distribution through network systems used by CEC.
§ Initiate managerial communications with each center to ensure intraday staffing meets call volumes.
§ Implement appropriate emergency procedures when necessary.
§ Proactively monitor and report national events such as weather and political activities that may impact the network call volume, both domestic and International to CEC Leadership.
§ Build and maintain agent CMS logins to ensure that they have the appropriate skill set for the agent’s desk.
§ Prepare, maintain, analyze, develop and distribute statistical reports for use with daily reporting, monthly budgeting, end-of-year budgeting and call center productivity.
§ Address customers' service needs in a professional, positive, and timely manner.
§ Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
§ Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
§ Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
§ Thank guests with genuine appreciation and provide a fond farewell.
§ Assist other employees to ensure proper coverage and prompt guest service.
§ 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.
§ Discuss work topics, activities, or problems with co-workers, supervisors, or managers using proper discretion.
§ Speak to guests and co-workers using clear, appropriate and professional language.
§ Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
§ Talk with and listen to other employees to effectively exchange information.
§ Compose routine correspondence or documents, such as, form letters, travel itineraries or meeting agendas.
Working with Others
§ Treat all employees and customers with dignity and respect.
§ Develop and maintain positive and productive working relationships with other employees and departments.
§ Partner with and assist others to promote an environment of teamwork and achieve common goals.
§ Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
§ Handle sensitive issues with employees and/or guests with tact, respect, diplomacy and confidentiality.
§ Comply with quality assurance expectations and standards.
§ Use computer systems and software packages to input, access, modify, store, or output information
§ Enter and retrieve information contained in computer databases.
§ Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software.
§ Transmit information or documents using mail, scanner, or facsimile machine.
§ Operate standard office equipment other than computers such as telephone, typewriter, scanner, fax, photocopier, calculator, and electronic peripherals.
§ Keep office equipment in working order and contact service representatives to correct problems with office equipment, including following-up to ensure problem is corrected.
§ Maintain office areas (e.g., cubicles, storerooms, conference rooms, etc.), including calling housekeeping and maintenance when needed.
§ Enter and locate work-related information using computers and/or other methods.
§ Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Policies and Procedures
§ Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
§ Maintain confidentiality of proprietary materials and information.
§ Protect the privacy and security of customers and co-workers.
§ Follow company and department policies and procedures.
§ Perform other reasonable job duties as requested.
Education: High school diploma/G.E.D. equivalent
Related Work Experience: 6 months experience related experience