Marriott Careers

Sales & Services Associate (v)

Guangzhou, China
Reservations


Job Description

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

Posting Date Nov 23, 2018
Job Number 180037CA
Job Category Reservations
Location Starwood CCC-Guangzhou, Guangzhou, Guangdong VIEW ON MAP
Brand Corporate
Schedule Full-time
Relocation? No
Position Type Non-Management/Hourly

Start Your Journey With Us

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?


Job Description 工作描述

Serve guests from around the world as they embark on their travel journey. Create an effortless experience and build raving brand fans by answering questions about property facilities, services, and room accommodations to support our overall vision to be the world’s favorite travel company. Handle incoming contacts for a variety of Marriott brands and assist customers with their booking needs or questions through preferred channels including voice, email, and chat. Responsibilities include processing reservation requests and support of basic loyalty and customer care requests. This role will identify guest reservation needs and follow sales techniques to maximize revenue. Ensure compliance with policies and procedures for special booking rules and requests, loyalty guidelines and case management. Provide customer support through assistance and guidance in issue resolution, and an open communication with Marriott properties, related company contacts, and third parties.

 

为全世界的客户在旅途中提供优质的服务。通过回答关于酒店设施、服务和客房住宿的问题,为客人带来轻松愉悦的体验,建立顾客忠诚度,以支持万豪致力于成为全球最受欢迎的旅游公司的愿景。通过电话、电子邮件和线上交流等方式,为万豪旗下各大品牌酒店处理与客户沟通事宜,并协助客户解决预订需求。主要职责包括处理预订,通过提供优质的预订服务来建立客户长期的品牌忠诚度。此岗位需根据客人不同的预订需求,为他们定制个性化服务,通过优质的销售技巧以获得最大的收益。确保提供的服务符合政策和程序,给予客人最贴心的服务。协助解答客户不同疑问,并与万豪旗下不同酒店、第三方机构进行及时有效的沟通。

 

Job Duties 工作职责

 

1.Deliver an effortless customer experience by responding positively and timely to customer questions, concerns, and requests.

通过积极、及时地响应客户的问题、疑问和请求,以提供轻松的客户体验。

2.Anticipate customer needs, including asking questions to help discover sales opportunities and overcome objections based on knowing what your customer needs

预测客户需求,包括提出问题以帮助发现销售机会,并在了解客户需求的基础上说服客户预订。

3.Support loyalty programs by enrolling customers at every opportunity.

抓住每一个机会吸引客户加入忠诚度计划。

4.Explain guarantee and cancellation policies to customers.

向客户解释预付定金及取消条例

5.Assign confirmation/cancellation numbers and clearly relay this information to customers, giving them the option of emailing and/or faxing these numbers.

为客户清晰地发送酒店确认/取消预订号码,并提供电子邮件/传真等方式作为选择

6.Input and access data in reservation system by entering correct information into proper fields.

在预订系统正确位置输入准确的数据

7.Process all single property/Guest/Email/OTA reservation requests, changes, and cancellations received by phone, email or chat.

通过电话/邮件/在线聊天等方式处理酒店/宾客服务/邮件/旅行社预订需求,变更及取消

8.Responsible primarily for NTF (non-luxury) brands, ARSO/SRS, passkey reservations, Hotel Reservation Services (China).

主要负责NTF(非豪华)品牌,ARSO/SRS,万能钥匙预订,酒店预订服务(中国)

 

Job Requirement:

 

1.English Language Proficiency

英语流畅

2.Telephone Etiquette Skills

电话礼仪技巧

3.Computer Skills

电脑技能

4.Typing

打字速度

5.College or above diploma

大专及以上文凭

 
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.



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