Marriott Careers

Intraday Specialist

Guangzhou, China
Administrative


Job Description

Check out pictures from associates at this location, and some videos too!

Posting Date Jun 21, 2018
Job Number 18001QRA
Job Category Administrative
Location Starwood CCC-Guangzhou, Guangzhou, China VIEW ON MAP
Brand Corporate
Schedule Full-time
Relocation? No
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.

Guest Relations

§  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.

 

Communication

§  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.

Quality Assurance

§  Comply with quality assurance expectations and standards.

Computers/Software

§  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.

Office Equipment

§  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.

Physical Tasks

§  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

 

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?

Analyzes Customer Engagement Center (CEC) call-handling performance and makes strategic, real-time staffing and routing decisions across the CEC, while ensuring that budgeted and forecasted service level goals are met. Monitor overall call volumes and monitor and/or investigate associate non-adherence issues. Attend to and resolve applicable concerns of customer facing associates, managers and others. Record attendance variations from schedules and update computer system. Generate attendance and payroll reports. Prepare, maintain, analyze, develop and distribute statistical reports for use with daily reporting, monthly budgeting, end-of-year budgeting and call center productivity. Prepare ad hoc reports or statistics as requested by management. Enter and retrieve information contained in computer databases. Transmit information and operate standard office equipment other than computers. Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software. Handle incoming and outgoing email. Create and maintain computer and paper-based filing and organization systems for records, reports, documents, etc. Compile, copy, sort, and file records of office activities, business transactions, and other activities. Enter and locate work-related information using computers.

Follow all company and safety and security policies and procedures; ensure uniform and personal appearances are clean and professional. Maintain confidentiality of proprietary information and protect company assets. Report accidents, injuries, and unsafe work conditions to manager. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Prepare and review written documents accurately and completely; read and visually verify information in a variety of formats. Comply with quality assurance expectations and standards. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of employees. 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.
 
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.