Name: Cynthia E.
Position: CEC Property Support Services Specialist
Location: Mexico City
Dream destination: I am an F1 fan, so my dream is to visit any destination that has a Grand Prix race. Especially if it is in Europe, like Austria, Monaco or Spain.
Drink or treat of choice: Piña Colada. I like to prepare it at home for my family.
If you’re looking for a job that provides security and the comfort of working from your own living room, but also the opportunity to grow and develop your skills in a multinational arena, Marriott’s Customer Engagement Centers might be the right fit for you. That’s what Cynthia thought when her former company moved its operations to Colombia, and she had to decide her next step.
“I decided then to look for a job that would give me the opportunity to grow,” says Cynthia, who lives in Mexico City. “I found out Marriott’s Customer Engagement Center (CEC) were hiring for the Sales and Service position, and I applied.”
She got the job and from there on, Cynthia experienced different departments within the CEC, including the loyalty team and the Resort Services Desk, until she landed her current role as a Property Support Services Specialist.
“In every position I have learned better ways to communicate, to handle difficult situations, and ways to improve processes,” she says of her various customer care jobs with Marriott.
For Cynthia, the best parts of the job are the peace of mind a stable income provides alongside the perks of a remote position, like the chance to get up in the morning, make her coffee, and start work from the coziness of her home. In addition, Marriott’s unique perks and benefits, like the wellness program Cynthia has been using “to learn how to take care of my mental health and learn how to enjoy life,” made her want to stay and keep learning more about all things customer engagement.
Learn more about how Cynthia landed this remote call center job at Marriott — and how she’s making the most of it — in her own words below.
What does a Property Support Services Specialist do?
Our team oversees onboarding hotels to join the CEC Property Support Services. We are a group of five specialists located in Mexico City and we oversee all Marriott Select Brands. We are kind of a bridge between hotels and CECs in America. And at the beginning of every year, we set up different goals and projects to help us improve the service.
What does a typical day working remotely look like for you?
I love working remotely. I get up early, have my breakfast, and turn on my computer. Every morning we send a message to let my boss know we are connected. The first thing I always do is find out if I have any requests from hotels or other teams. If necessary, we reply or continue with any missing step or with any concern they might have (both hotels and CECs). We also have to pull some reports to find trends that can help us improve communication between hotels, CECs and guests.
What is a good day at work?
A good day at work is when we have meetings with property leaders where I can explain to them how the service works, what to expect and resolve any questions they might have. Also, having projects to work on as a team, since we are the bridge between hotels and the CECs in America, we have to find ways to support both sides and make sure any action we take allows us to communicate better.
What was your Marriott interview process like?
The Marriott interview process for this last position was a little bit tough since many people applied for it. They asked us questions about how to respond to a difficult call, how we handled frustration, or how we helped other team members achieve their goals. Then I had an online interview with my actual boss, and she asked me about my achievements, strengths and weaknesses.
Any interview tips for candidates who want a role like yours?
A tip I can share for someone who’s looking for a position at the Marriott CEC is to have attention to detail and good time management skills, be prepared to communicate with different parts of the world and be ready to work at home, which for me is great!
How would you describe Marriott’s culture?
The perfect description for me would be rooted in Marriott’s core value Put People First. When we take care of our people, the value chain is set in motion. It feels great when you are part of a company that takes care of you and goes above and beyond to provide benefits that can help us as employees. I have never felt this important in any company as I do in Marriott.
When have you felt supported at Marriott?
Definitely during the pandemic. Everything seemed so uncertain, but Marriott made a huge comeback and always supported me by letting me know I will keep my job and the business will continue growing and improving.
How have you used the Marriott Explore Rate?
My brother lives in Playa del Carmen, Quintana Roo. My family and I planned a trip and booked a couple of hotels in Villahermosa and Cancun.
How has Marriott supported your family?
We have some benefits that we can share with our family too. For example, my mom has taken advantage of the telephone medical service.
What are some new things you’re currently learning?
I have been taking advantage of the meQ [a wellness tool implemented by Marriott that helps associates develop resilience skills, navigate mental health issues and prevent burnout], taking care of my mental health and learning how to enjoy life. TakeCare Champion Engagement Sessions [another Marriott wellness program for associates] have interesting themes, like how to manage budgets, so I attend these sessions to learn more about those topics. Besides that, I have started learning German and taking some courses to improve my writing skills.
Favorite part of working at Marriott?
One of them is the stable income, also learning from other people from all around the world and having a huge number of opportunities to grow in many other positions.
Describe a moment you felt like a part of a community at Marriott.
It is always great to be part of the Associate Appreciation Week (AAW). Here at the CEC Mexico City, we have lots of activities that are fun and allow us to meet other associates. I feel recognized and valued during this special week.