About the role

Provide personalized service to global customers, supporting complex reservations including adhering to loyalty program requirements, resort and luxury service standards, and customer care through various channels including voice, email, and chat for a portfolio of Marriott's luxury and resort brands. Create an effortless experience by leading the conversation, anticipating guest needs, and answering questions about property facilities, services, and room accommodations, focused on converting the contact into sales. Provide customers with recommendations for ancillary services and packages to enhance their experience and drive incremental revenue to the company. Utilize proactive selling techniques and handle multifaceted requests through knowledge and service requirements for these brands and properties. Identify guest reservation needs, follow sales techniques to maximize revenue, and ensure compliance with policies and procedures for special booking rules and requests, loyalty, and case management. Show genuine care and concern for the guest and provide thoughtful and anticipatory service in effort to build customer trust and brand loyalty.

Key responsibilities

Exhibit sincerity to create a seamless experience by responding appropriately to customer questions, concerns, and requests.
Address guests service needs in a professional, positive, and timely manner without excessive delays or interruptions.
Anticipate customer needs, including asking questions to help discover sales opportunities and overcome objections based on customer preferences.
Provide personalized service and recommendations to our customers by recognizing and acknowledging loyalty status level and reason for travel.
Embrace and support our loyalty program by connecting members to our brands and properties, enrolling new members at every opportunity.
Answer the call using polite and appropriate etiquette following call guidelines. Demonstrate a global understanding of our brands and embrace the background of our guests.
Engage guests in conversation regarding their stay, property services, and area attractions/offerings by displaying knowledge and familiarity of the property's facilities and services.
Verify all reservation information with customers to ensure accuracy.
Utilize proactive selling techniques to assist customers with complex booking needs for reservations and offer anticipatory services, packages and seasonal offerings to drive revenue.
Recommend the most appropriate room type(s) to meet guest requirements and maximize room rate. Recommend room accommodations describing physical elements, amenities, and benefits, including upgraded room types based on guest preferences.

Assign confirmation/cancellation numbers and verbally relay this information to customers, giving them the option of email or text.
Inform guests of rules and regulations regarding qualifying rates (e.g., government, group bookings, special corporate rates, and discounts).
Input and access data in reservation system by entering information accurately into proper fields.
Process all reservation requests, changes, and cancellations received by phone, email, chat, or other guest communication channels.
Provide service to customers using appropriate guidelines, compliance requirements, and language to meet brand standards for the portfolio of resort and luxury properties and experiences.
Understand advanced case management tools and resources for ownership of customer resolution.
Ensure guests are not placed on hold without consent following appropriate transfer and call back guidelines.
Handle customers with a First Contact Resolution mindset based on your level of empowerment and where appropriate transfer for escalated handling of the customer issue.
Comply with quality assurance expectations, Customer Service Standards, and specific requirements to ensure we meet resort and luxury service standards and those of external agencies rating our hotels for luxury designations.
Efficiently navigate all systems.
Utilize all resources to stay up to date with new company standards.

About you

High school diploma / G.E.D., secondary education, certificate or local equivalent.
No supervisory experience is required.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Inbound Reservations Associate (Luxury Properties)