Dec 07, 2018Job Number
Starwood CCC-Cork, Cork, Cork VIEW ON MAPBrand
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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?
The successful applicant will join a team who is tasked with closely monitoring and responding to online communications and conversations relating to the legacy Starwood Hotels & Resorts in the social media space. Our objective is to help maintain Marriott+Starwood as a leader in this area. The goal of the Social Care & Crisis team is to provide 24/7/365 social media coverage together with teams located in our NAD and AP Divisions.
The ideal applicant should to be tech-savvy, innovative and highly motivated with a talent for providing superior customer service. We are seeking multitaskers who thrive on working in a very dynamic environment within a global team. Strong analytical skills and the ability to work with multiple stakeholders across the organization are essential. This includes being up to date on world news that can potentially impact our guests/colleagues/properties worldwide. To this end, the team utilizes a variety of social media monitoring platforms and legacy Starwood data systems.
This position is intended to assist our German-speaking customer base. The successful applicant will also support our global team in monitoring English language content and provide customer service to English speaking guests.
Customer Service: Leverage social media to engage proactively with guests in order to maintain/recover loyalty with transparent two-way dialogue, including surprise & delight.
Crisis & Reputation Management: Proactive monitoring and analysis of social media and news channels relating to our brands and hotels. This is in order to address inaccuracies and misrepresentation as well as being an opportunity to positively engage with satisfied customers and brand advocates. Stay up to date on world news that may potentially impact our brands and hotels to be able to alert the right stakeholders within a short timeframe.
Content Management: Moderating Instagram guest galleries on hotel pages, increasing engagement on selected corporate Instagram accounts, moderating guest reviews and review snippets.
It is not the intent of this job description to cover all aspects of the position but to highlight the most important areas of responsibility.
SPECIFIC JOB KNOWLEDGE, SKILLS/QUALIFICATIONS:
- High level of proficiency in verbal and written German
- High level of proficiency in verbal and written English is mandatory
- Must be customer service oriented with an ability to communicate clearly and effectively
- Excellent organisational skills to be able to perform a variety of duties independently and make sound decisions under pressure and scrutiny
- Must be able to cope with a high volume of information daily
- Embrace frequent change and work in a global team
- Ability to engage online audiences both reactively and proactively
- Proven creative problem solving skills
- Must demonstrate flexibility in terms of working a variety of shifts (including weekends and holidays)
- An enthusiasm for keeping up to date with breaking news worldwide, social media trends, to learn facts and a desire to self-educate is important to be effective in this role
- SPG and/or CCS knowledge is preferred
- Understanding of Social Media tools - blogging, microblogging, social networking sites, travel review sites, video and image sharing is an asset
- Additional language is an advantage (verbal and written)
- Advanced knowledge of Microsoft Office is an asset
- Business/Marketing/E-Commerce qualification or experience is an advantage
If you are interested in this role and you meet the criteria, please apply via HOT Careers with Cover Letter and updated CV by December 17th, 2018.
This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.
We are an Equal Opportunities Employer
Provide online technical customer assistance and support to customers of Marriott.com by responding to emails in an efficient manner with high quality. Respond to high volume "routine" emails utilizing established tools and processes to attain maximum levels of productivity. Individuals need to be detail oriented, process driven, and thrive within a team environment. Identify guest reservation needs by asking open-ended questions to obtain all necessary information, including enrollment in Marriott Rewards program. Use sales techniques when assisting guests in making reservations, including personalizing calls, obtaining complete guest needs, suggesting alternate dates or directing guests to sister properties on sold out days. Answer guest questions about property facilities/services (e.g., hours of operation, room availability, restricted dates, rates and room types, packages, promotions, entertainment, restaurants, special events). Verify all information with customers to ensure accuracy. Process all reservation requests, changes, and cancellations received by email. Input and access data in reservation system by entering correct information into proper fields, including Marriott Rewards number, and asking for travel agency identification numbers (i.e., flags, comments, guest messages).
Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. 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; prepare and review written documents accurately and completely; 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. Read and visually verify information in a variety of formats. Enter and locate work-related information using computers and/or point of sale systems. 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.