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Job Number 19170293
Job Category Reservations
Location CEC Guangzhou HNA Center, HNA Level 3/F, Guangzhou, Guangdong, China VIEW ON MAP
Position Type Non-Management/Hourly
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Marriott Ambassadors deliver extraordinary personal service by promptly and accurately responding to the inquiries of our most loyal guests via phone, mail, email and chat. Ambassadors will anticipate guest, actively listen answer questions and resolve any issues in an efficient and effortless experience. As a dedicated contact for their guests, Ambassadors will be responsible for evaluating and analyzing each guest’s needs and recommending tailored travel solutions that enhance their travel experience, deepening their loyalty to Marriott’s products and services.
Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; 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; 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; 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; stand, sit, or walk for an extended period of time. 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.
Welcome and acknowledge each and every guest with warm and friendly greeting, whether verbally or in writing, using the guest’s name when possible.
Address guests' service needs in a professional, positive, and timely manner.
Thank guests with genuine appreciation and provide a fond farewell.
Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
Answer guest questions about property facilities/services (e.g. hours of operation, rates and room types, packages, promotions, entertainment, restaurants, special events).
Provide custom travel solutions to each guest’s travel needs, enhancing their experience and increasing their loyalty to our brands, products and services .
Be current and knowledgeable in Marriott’s loyalty program and program partners to ensure and effortless experience for guests regardless of the request.
Be a subject matter expert in all things related to Marriott and its affiliated brand and programs to educate customers and identify solutions to their needs.
Research and resolve guest concerns and problems relating to reservations, rates, hotels and billing issues in a timely manner. Respond to all concerns and problems in a professional and courteous manner.
Communication with others should be courteous, clear, concise and professional – whether in person, on the telephone or in written form.
Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
Working with Others
Support all co-workers, vendors and guests and treat them with the same dignity and respect you expect.
Handle sensitive issues with co-workers, vendors and guests with tact, respect, diplomacy, and confidentiality.
Conduct positive interactions with guests and associates, acting as a negotiator to ensure mutual goals are met.
Ambassador Job Family: Customer Service
Job Description 12/2/2008 Page 2 of 2
Develop and maintain positive and productive working relationships with other co-workers and departments.
Quality Assurance/Quality Improvement
Comply with quality assurance expectations and standards.
Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott.
Recognize opportunities to up-sell the customer and sell enhancements to create a better Marriott experience or event.
Promote awareness of brand image internally and externally.
Use computer systems and software packages to input, access, modify, store, or output information
Enter and retrieve data from computer systems using a keyboard, mouse or trackball.
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.
Stand, sit, or walk for an extended period of time.
Read and visually verify information in a variety of formats (e.g., small print).
Policies and Procedures
Maintain confidentiality of proprietary materials and information.
Follow company and department policies and procedures.
Protect the privacy and security of guests and coworkers.
Perform other reasonable job duties as requested.
CRITICAL COMPETENCIES Analytical Skills
Customer Service Orientation
Telephone Etiquette Skills
English Language Proficiency