Sales & Services Associate (v)
Check out pictures from associates at this location, and some videos too!
Job Number 19000NJ5
Job Category Reservations
Location Starwood CCC-Guangzhou, Guangzhou, Guangdong VIEW ON MAP
Position Type Non-Management/Hourly
Start Your Journey With Us
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.
Policies and Procedures
Protect the privacy and security of guests and coworkers.
Maintain confidentiality of proprietary materials and information.
Follow company and department policies and procedures.
Perform other reasonable job duties as requested by Supervisors.
Deliver an effortless customer experience by responding positively and timely to customer questions, concerns, and requests.
Anticipate customer needs, including asking questions to help discover sales opportunities and overcome objections based on knowing what your customer needs
Provide a personalized service to our customers by recognizing and acknowledging status level and reason for travel
Embrace loyalty and connect them to our brands or hotels at every opportunity.
Support loyalty programs by enrolling customers at every opportunity.
Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the customers' name, transferring calls to appropriate person/department, requesting permission before placing the customer on hold, taking and relaying messages, and allowing the customer to end the contact.
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
Advocate for your customers and display a true spirit to serve
Demonstrate a global understanding of our brands and embrace the diversity of our guests.
Use your empowerment to solve complex, escalated issues, start with an apology and use First Contact Resolution while addressing customer service needs in a professional, positive, and timely manner
Thank guests with genuine appreciation and provide a fond farewell.
Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
Follow proper escalation procedures when addressing guest concerns.
Verify all reservation information with customers to ensure accuracy.
Determine the most appropriate room type to meet guest requirements and maximize room rate.
Explain guarantee and cancellation policies to customers.
Describe room accommodations and benefit feature sale amenities to guests.
Assign confirmation/cancellation numbers and clearly relay this information to customers, giving them the option of emailing and/or faxing these numbers.
Inform guests of rules and regulations regarding qualifying rates (e.g., government and special corporate rates and discounts).
Input and access data in reservation system by entering correct information into proper fields.
Process all single property/Guest/Email/OTA reservation requests, changes, and cancellations received by phone, email or chat.
Responsible primarily for NTF (non-luxury) brands, ARSO/SRS, passkey reservations, Hotel Reservation Services (China).
Dedicate or Key Accounts.
Process relocations due to deactivation.
Service Loyalty member accounts including loyalty account services, missing stays, customer care services, password unlocks and resets.
Understand Case Management essentials.
Share process for follow up on any guest case issues to ensure the guest knows what happens next.
Utilize all resources to stay up to date with new standards initiated by CEC
Speak to guests and co-workers using clear, appropriate and professional language.
Talk with and listen to other employees to effectively exchange information.
Working with Others
Support all co-workers and treat them with dignity and respect.
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
College Degree and above.