Marriott Careers

Manager, CEC Ambassador Specialty Services

Guangzhou, China
Reservations


 

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

Posting Date Jan 31, 2019
Job Number 19000AMV
Job Category Reservations
Location Starwood CCC-Guangzhou, Guangzhou, Guangdong VIEW ON MAP
Brand Corporate
Schedule Full-time
Relocation? No
Position Type Management

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KEY ACCOUNTABILITIES


 Work globally with Ambassador Leadership Team to increase guest retention through successful growth of program


 Monitor the level of customer service within the Ambassador Team and upkeep the good reputation of the program by ensuring the team meets the required performance levels set by management team


 Monitor that global SOPs for the program are adhered to and identify procedures that require modification for the local market


 Work closely with Ambassador Leadership Team in innovating new global initiatives


 Assist in event planning for Ambassador guests and ensure smooth execution of the event


 Coach Ambassador Team members regularly  in areas in need of improvement using statistics provided via reports from SGR, KANA, Encompass and phone Occupancy reports


 Identify possible areas of improvement for the Ambassador Team and use ASP tool to influence positive behavior from team members


 Monitor technical systems and work with Global team and other departments within local center in implementing improvements and increasing efficiency within the Ambassador Team


 Guide Ambassador Team in guest issue resolution and work closely with properties to increase guest satisfaction

 
 Coach Ambassador team in enhancing guest stays through constant 2 ways communication and identification of potential Surprise & Delights


 Provide refresher training to Ambassador Team and training on new implementations to the program as required


 Work with WFM in schedule planning for the Ambassador Team


 Work with HR team in the acquiring talent for the Ambassador Team


 Work with other departments within the center to support company objectives as a team


 Utilize PMP and Talent Review tools to shape Team Member’s career paths, assisting them in personal development whilst achieving company objectives for Starvoice


 Any other duties that may be assigned by the Site Director or ambassador Leadership from time to time


 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.


• SUPERVISION EXERCISED: Yes

• SUPERVISION RECEIVED: Yes

TECHNICAL/JOB-SPECIFIC COMPETENCY REQUIREMENTS

Customer Focus

- Listens and responds appropriately to customer issues and works to overcome obstacles.

- Speaks to every guest in a friendly, enthusiastic, professional, courteous tone and manner.

- Demonstrates understanding of guest needs and expectations.

- Ensures an excellent level of service within field of expertise and knowledge.

- Goes beyond what is expected by anticipating guest needs and taking personal responsibility for exceeding expectations.

- Makes customer service a priority.

- Actively explore possibility to make things happen for the guests.

- Establishes long-term, strategic relationships or partnerships with guests.

- Provide guest with regular updates regarding hotel and SPG promotions.
 

 

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?

 


 
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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