Name: Kofi A.
Position: Sales Associate
Location: Omaha, Nebraska
Dream destination: Rio de Janeiro, Brazil
Drink or treat of choice: Palm wine
A critical mission of Marriott’s Customer Engagement Centers (or CECs) is to care for the guests — whether it be with a phone call, an email, help with a reservation, assistance resolving a dispute, or a combo of all the above. Because of that clear mission, the associates who work in the CECs are incredibly well-versed in exactly how to put our customers first.
And that includes Kofi, a Sales Associate based in Omaha, Nebraska. So, what does a good day of work look like for Kofi?
“When I can assist a guest or customer in a profound way and then receive compliments from that guest,” he says. “My favorite part of working at Marriott is being recognized for providing great service to a guest or customer.”
In his experience as a Marriott associate, Kofi has been able to witness first-hand the internal mobility and development opportunities within the company — a characteristic specific to Marriott that associates of all job families, tenures, and levels routinely praise. People come to learn, to develop, and to grow their careers.
Take it from Kofi and his own growth as a part of the CEC: His first position with Marriott was as a Sales & Service Associate, then he moved to the Regional Desk, and was then invited to join The Ritz-Carlton desk, where he stayed for about two years. Following his time supporting the luxury hotel brand, Kofi moved to the Intermediary Partner Care (IPC) team — the primary resource for all questions regarding group commissions — and stayed for five years. This past February, he moved back to the Sales Department.
“My career at Marriott has allowed me to grow professionally and has enlightened me immensely about Marriott,” says Kofi. “I have had the opportunity to work with many different teams and learn from various colleagues. I am in the Sales & Service department, which has given me the opportunity to work with clients from all over the world and all walks of life.”
Learn more about Kofi’s experience working as a part of Marriott’s CEC team, in his own words, below.
What was your Marriott interview process like?
My Marriott interview included questions about my knowledge of Marriott history, the hotel business, and why I was interested in joining the company.
When have you felt like a part of a community at Marriott?
I received an award certificate for resolving reservation problems for a guest while I was a part of The Ritz-Carlton desk.
How would you describe Marriott’s culture?
The fundamental culture of Marriott can be described as pursuing customer and guest satisfaction.
How has Marriott given you the opportunity to try new things?
I have been recommended and invited by managers to move from one department to another where they felt I would excel.
What are some new things you’re currently learning?
How to handle dissatisfied guests or customers and calm them with the options available to me. I’m working with my manager on how to overcome objections as well as how to sell features of the rooms and hotels.
How have you used the Marriott Explore Rate?
I used the employee discount in August 2022 at The Westin Georgetown, Washington DC. My daughter was attending grad school at American University then, and I was able to enjoy the Marriott employee discount rate, which was an awesome savings. It was also a great opportunity for me to enjoy the perks of my Marriott benefits, and I took that opportunity to sign up for the Marriott Bonvoy account as well.