Marriott Careers

Workforce Specialist

Guangzhou, China

Job Description

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

Posting Date Jun 21, 2018
Job Number 18001QRC
Job Category Administrative
Location China Area Reservations, Guangzhou, China VIEW ON MAP
Brand Corporate
Schedule Full-time
Relocation? No
Position Type Non-Management/Hourly

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§  Responsible for overall call distribution by time of day and day of week.

§  Facilitate changing schedules to meet demand for different times of day.

§  Implements Skills Based Scheduling platform and supporting processes.

§  Analyzes and develops scheduling process improvement recommendations, including new hire/recruiting schedule process and base bid process.

§  Manages short-term day-to-day staffing to achieve call handling goals through the use of downtime and overtime.

§  Tracks and evaluates all sales associate vacations, trades, LOA’s, etc., to determine their effect on staffing requirements.

§  Troubleshoots issues with the scheduling application.

§  Manage the phone and correspondence volumes while attending the Call Management System and communicate with managers as needed.

§  Monitor overall call volumes and monitor and/or investigate associate non-adherence issues.

§  Troubleshoot and report general phone problems and aid in the identification and correction of issues. Attend to and resolve applicable concerns of phone associates, managers and others.

§  Record attendance variations from schedules and update computer system.


Policies and Procedures

§  Follow company and department policies and procedures.

§  Protect the privacy and security of coworkers.

§  Maintain confidentiality of proprietary materials and information.

§  Perform other reasonable job duties as requested.



§  Speak to co-workers using clear, appropriate and professional language.

§  Talk with and listen to other employees to effectively exchange information.

§  Provide assistance to coworkers, ensuring they understand their tasks.


Working with Others

§  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.

§  Support all co-workers and treat them with dignity and respect.

§  Handle sensitive issues with employees with tact, respect, diplomacy, and confidentiality.


Quality Assurance/Quality Improvement

§  Comply with quality assurance expectations and standards.


Physical Tasks

§  Enter and locate work-related information using computers systems.

§  Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.


Education: High school diploma/G.E.D. equivalent
Related Work Experience: At least 1 year of related work 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?

Creates associate schedules through the analysis of statistical data, requirement files, and forecasts to ensure that Customer Engagement Center Key Performance Indicators are achieved. Maintains continuous improvement plans by working closely with individual center leaders. Serve as a point of contact for front-line employees and managers communicating with them by phone, email and face-to-face to respond to questions and requests regarding their future scheduling, attendance and statistical expectations. Enter and retrieve information contained in computer databases. 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.

Report accidents, injuries, and unsafe work conditions to manager. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats; move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance; stand, sit, or walk for an extended period of time. 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.