Marriott Careers

Case Resolution Specialist

Austin, Texas


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Posting Date Jul 12, 2019
Job Number 19095315
Job Category Reservations
Location Starwood CCC-Austin, 1705 Centre Creek Drive, Austin, Texas, United States 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 Summary

Case Resolution Specialist is responsible for conflict resolution by liaising with guests and hotels to make certain that issues are satisfactorily resolved, while creating long-term loyalty and building greater brand equity. They will investigate, respond to and resolve the customer and hotel inquiries in a timely manner while utilizing their creative problem solving, customer service and negotiating skills to reduce cost whenever possible. This team will work closely with our hotels and internal leadership teams to continually improve the service delivered to our guests and hotels.

Follow all company policies and procedures; make certain that uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers. 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; 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. 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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