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Core Services Manager (Nightshift)

MI Regional Office Cape Town
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Job Summary

The Core Services Manager is responsible for the coaching, development, employee relations, and corrective action processes of the Sales & Service Associate team. This role focuses on building the key skills and behaviors required to deliver CEC Sales & Service functions at expected performance levels while providing ongoing coaching and guidance.

The role plays a critical part in driving overall team performance against key Customer Engagement Center (CEC) performance indicators. Through regular interaction, training, and development initiatives, the Manager supports continuous improvement and fosters a high-performance culture. Strong leadership, relationship-building, and a versatile management style are essential to success in this role. This role will be supporting our night shift from 6:30 PM – 2:00 AM. Shift hours are fixed.

Core Work Activities

Leading and Managing Team

  • Delivers coaching and creates related documentation regarding performance metrics and customer interactions
  • Focuses on associate growth and development and builds a high-performance culture
  • Fosters a strong sense of team and community
  • Prepare documentation regarding associates as needed, as per the progressive discipline policy
  • Perform special projects and tasks as requested by Center Leadership
  • Possesses strong negotiation skills and sales orientation and shares learnings with the team
  • Demonstrates proficiency in all CEC systems and is able to coach the team on usage as needed
  • Organizes meetings and huddles with associates to share new information or updates
  • Escalates risks, issues, and concerns to the management team
  • Gathers, analyses, and interprets operational data to guide individual and team improvement
  • Understands, tracks, and communicates key CEC processes and metrics to each associate; ensures understanding and achievement of performance targets
  • Drives employee retention through effective relationship building

Overseeing the Customer Engagement Center

  • Ensures adherence to policies and established procedures
  • Assists with daily center operations
  • Works closely with other managers to lead the center and accomplish key tasks
  • Supports new hire onboarding as needed
  • Reports to Senior Manager and Centre Leadership on trends and insights from coaching sessions and data analysis
  • Identifies opportunities to optimize procedures and processes to drive continuous improvement

Candidate Profile 

Education and Experience

  • High school diploma or GED. 
  • 2+ years in the service industry with a focus on customer satisfaction and sales. 
  • Current Loyalty and Care tier or higher, with 3–6 months of experience required. 
  • Previous leadership experience with a proven record in staff development. 

Management Competencies

Leadership

  • Adaptability: Adjusts priorities and communicates changes effectively. 
  • Communication: Clearly conveys complex information and interprets cues. 
  • Problem Solving & Decision Making: Analyzes issues, evaluates alternatives, and involves stakeholders. 

Managing Execution

  • Teamwork: Leads and contributes to team success; fosters collaboration. 
  • Results Orientation: Sets high standards and drives performance. 
  • Planning & Organizing: Prioritizes tasks and resources efficiently. 

Building Relationships

  • Coworker & Customer Relationships: Builds trust and maintains service-aligned interactions. 
  • Global Mindset: Embraces diverse perspectives to drive engagement and innovation. 

Generating Talent & Organizational Capability

  • Organizational Capability: Adapts team structure and processes as needed. 
  • Talent Management: Provides guidance and development feedback. 

Learning & Professional Expertise

  • Applied Learning: Seeks continuous improvement opportunities. 
  • Business & Technical Acumen: Leverages insights and expertise to drive operational success. 

Basic Competencies

  • Proficient in Outlook, Excel, Word, and PowerPoint. 
  • Strong oral, written, and reading comprehension skills. 

Right to Work

At the time of application, Applicants must have the legal right to work in South Africa either by being South African citizens by birth or by acquiring that right through other means such as having permanent residency or naturalization. Unfortunately, this role is not eligible for visa sponsorship or relocation assistance.

WHY JOIN MARRIOTT INTERNATIONAL?

Marriott International has been recognized as one of Fortune’s 100 Best Companies to Work For™ in Europe 2025 by Great Place to Work®.
This is a reflection of our people-first culture, commitment to wellbeing, and collaborative workplace. This accolade joins a growing list of regional honors, reinforcing our dedication to creating an exceptional environment where associates thrive.

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. 

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.