Marriott Careers

E-Communications Specialist(v)

Guangzhou, China
Reservations


 

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

Posting Date Apr 16, 2019
Job Number 190013EE
Job Category Reservations
Location Starwood CCC-Guangzhou, HNA Level 3/F, Guangzhou, Guangdong, China VIEW ON MAP
Brand Corporate
Schedule Full-time
Relocation? No
Position Type Non-Management/Hourly

Start Your Journey With Us

RESPONSIBILITIES:

  • Handle guest’s online pre-sales consulting, sales and after-sales service via WangWang;
  • Handle guest’s inquiry, reservation request and complaint via call;
  • Handle exchange of mails and correspondence between hotels, guest and other department promptly;
  • Provide reservations administrative support including hotel information updates and audits;
  • Support to take FIT calls and emails/faxes when needed;
  • Any other duties that may be assigned by leader from time to time.

REQUIREMENTS:

  • College above, with hotel, tourism or customer service experience preferred;
  • Good command of English speaking, reading and writing, CET-6 with passing score and above is preferred;
  • Good customer service skills, detail orientated, patient, well organized;
  • Enjoy working together as a team and possess initiative to take care of things;
  • Able to multi-task and can work under high pressure environment; Able to support working overtime when needed.
  • Able to work shift duty including weekend and public holiday;
  • Good Typing skills and familiar with Windows Office (Word, Excel).

工作职责:

  • 处理万豪天猫旗舰店的旺旺售前咨询,销售和售后跟进;
  • 接听万豪天猫旗舰店客户的咨询、预订和投诉等相关电话;
  • 处理与万豪天猫旗舰店预订相关的电子邮件;
  • 为运营部门的日常运作提供所需协助,包括处理酒店资料的更新与审核等;
  • 根据运营需要,协助处理电子邮件/传真,接听电话等
  • 完成组长安排的其它任务或工作。

 

工作要求:

  • 大学以上学历,具备酒店、旅游业、淘宝客服或其它电商客服经验者优先;
  • 英语阅读书写熟练,大学英语四级合格或以上优先;
  • 具备良好的礼仪,工作细致,耐心,富有条理;
  • 乐于与团队共同工作,同时能够积极主动,愿意接受改变,具备主人翁精神;
  • 能够同时应对多项任务,适应在富有压力的环境中工作;能够根据工作需要进行加班;
  • 能够适应轮班工作制度,可在周末及公众节假日上班;
  • 擅长电脑操作,打字速度快;熟练运用Windows Office (Word, Excel) 办公软件;


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?

Provide world class customer service to all internal and external customers by managing customer inquiries through the appropriate Marriott e-communications platform. Assist and resolve customer inquiries and utilize company promotions as needed. Investigate, respond to and resolve customer inquiries in a timely manner while utilizing creative problem solving, customer service and negotiating skills to reduce cost whenever possible. Liaise with properties to answer any questions about e-communications platforms or promotions. Maintain positive and professional working relationships with colleagues. Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservations, and answer inquiries from guests. Transmit information or documents using a computer, mail, or facsimile machine. Operate standard office equipment other than computers. Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software. Handle incoming and outgoing mail, including date stamping and distributing incoming mail. 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 and/or point of sale systems.

Follow all company and safety and security policies and procedures; make certain that uniform and personal appearances are clean and professional. Maintain confidentiality of proprietary information and protect company assets. Report accidents, injuries, and unsafe work conditions to manager. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Prepare and review written documents accurately and completely; read and visually verify information in a variety of formats. Comply with quality assurance expectations and standards. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of employees. 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 by Supervisors.
 
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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