Sales & Services Associate (voice)

About the Role

Serve guests from around the world by answering questions about property facilities, services, and room accommodations. Assist customers with booking needs or questions through voice, email, and chat, processing reservation requests and supporting basic loyalty and customer care requests. Identify guest reservation needs and apply sales techniques to maximize revenue.

Key Responsibilities

• Process reservation requests, changes, and cancellations.
• Handle incoming contacts for a variety of Marriott brands.
• Assist customers with booking needs or questions through preferred channels including voice, email, and chat.
• Support basic loyalty and customer care requests.
• 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.
• Maintain open communication with Marriott properties, related company contacts, and third parties.
• Follow all company policies and procedures.
• Ensure personal appearance is 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 the 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.
• 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.
• Provide personalized service by recognizing and acknowledging status level and reason for travel.
• Embrace loyalty and connect guests to brands or hotels at every opportunity.
• Support loyalty programs by enrolling customers at every opportunity.
• Answer telephones using appropriate etiquette including answering within 3 rings, answering with a smile, using the customer's name, transferring calls, requesting permission before placing on hold, taking and relaying messages, and allowing the customer to end the contact.
• Welcome and acknowledge each guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Advocate for customers and display a true spirit to serve.
• Demonstrate a global understanding of brands and embrace guest diversity.
• Use empowerment to solve complex, escalated issues, starting with an apology and using First Contact Resolution.
• 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 the 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.
• Primarily responsible for NTF (non-luxury) brands, ARSO/SRS, passkey reservations, Hotel Reservation Services (China), and Dedicated 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.
• 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.
• Handle customers with a First Call Resolution mindset based on empowerment and where appropriate, transfer for escalated handling.
• Efficiently navigate all systems.
• Enter and locate work-related information using computers and/or other methods.

Requirements & Tech Stack

• Voice channel support.
• Email channel support.
• Chat channel support.
• Reservation System usage.
• Case Management system usage.

Qualifications

• High school diploma/G.E.D. equivalent.
• Computer Skills.
• Learning Skills.
• Interpersonal Skills.
• Communications.
• Customer Service Orientation.
• Team Work.
• Telephone Etiquette Skills.
• English Language Proficiency.
• Listening Skills.
• Communication Skills.
• Applied Reading Skills.
• Diversity Relations.
• Personal Attributes.
• Integrity.
• Sales Skills.
• Typing Skills.
• Dependability.
• Positive Demeanor.