SrElite Services Associate (e) (Bilingual in English & Korean)

POSITION SUMMARY

Provide enhanced hospitality expertise to customers from around the world and be a part of their travel journey through complex reservations services and support of elite loyalty and customer care requests using a variety of channels including voice, email, and chat. Handle incoming contacts for a variety of resort and luxury Marriott brands including Atlantis, Gaylord Hotels Brand, Ritz Carlton, St. Regis and other resort and luxury properties. Assist customers with their complex booking needs for reservations, ancillary services, and packages. Utilize proactive selling techniques and handle multifaceted requests through knowledge and service requirements for these brands and properties. Create an effortless experience and build raving brand fans by answering questions about property facilities, services, and room accommodations to support the overall vision to be the world’s favorite travel company. Responsibilities also include servicing reservations and accounts for our most loyal customers. Respond to elite members via phone, email, or chat handling more complex account requests, and escalated guest stay issues and concerns. 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. Provide customer support through assistance and guidance in issue resolution, and open communication with Marriott properties and related company contacts. Thorough understanding of loyalty benefits and services, Case Management and other company procedures as necessary for this position.

Follow all company policies and procedures; ensure uniform and personal appearance are 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 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.

Policies and Procedures
▪ Maintain confidentiality of proprietary materials and information.
▪ Protect the privacy and security of customers and co-workers.
▪ Follow company and department policies and procedures.
▪ Research questions and problems; refer complex issues to supervisor.
▪ Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
▪ Perform other reasonable job duties as requested.

Guest Relations
▪ Deliver an effortless customer experience by responding positively to customer questions, concerns, and requests.
▪ Address guests' service needs in a professional, positive, and timely manner.
▪ Anticipate customer needs, including asking questions to help discover sales opportunities and overcome objections based on knowing what your customer needs
▪ Provide a personalized service to our customers by recognizing and acknowledging status level and reason for travel
▪ Embrace loyalty and connect them to our brands or hotels at every opportunity.
▪ Support loyalty programs by enrolling customers at every opportunity.
▪ Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the customers' name, transferring contacts to appropriate person/department, requesting permission before placing the customer on hold, taking and relaying messages, and allowing the customer to end the contact.
▪ Advocate for your customers and display a true spirit to serve
▪ Demonstrate a global understanding of our brands and embrace the diversity of our guests.
▪ Use your empowerment to solve complex, escalated issues, start with an apology and use First Contact Resolution while addressing customer service needs in a professional, positive, and timely manner
▪ Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
▪ Follow proper escalation procedures when addressing guest concerns.

Reservation Services
▪ 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 reservation system by entering correct information into proper fields.
▪ Process all reservation requests, changes, and cancellations received by phone, email or chat.
▪ Service customers related to properties including but not limited to Atlantis, Gaylord, Resorts, Ritz Carlton, Ritz Carlton Reserve, St. Regis, luxury brands and luxury collection services, and concierge services.
▪ Provide enhanced service to our top tier loyalty customers including but not limited to Elite, Platinum and VIP services.
▪ Handle escalated customer care issues and follow up.
▪ Provide assistance with reservation error process, Look No Further, and Best Rate Guarantee.
▪ Understand advanced case management tools and resources for ownership of customer resolution.
 

Communication
▪ 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.
 

Working with Others
▪ Treat all employees and customers with dignity and respect.
▪ Develop and maintain positive and productive working relationships with other employees and departments.
▪ Partner with and assist others to promote an environment of teamwork and achieve common goals.
▪ Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
▪ Handle sensitive issues with employees and/or guests with tact, respect, diplomacy and confidentiality.

Quality Assurance
▪ Handle customers with a First Call Resolution mindset based on your level of empowerment and where appropriate transfer for escalated handling of the customer issue.
▪ Comply with quality assurance expectations and standards.
▪ Efficiently navigate all systems.

Computers/Software
▪ Use computer systems and software packages to input, access, modify, store, or update guest information
▪ Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservation and answer inquiries from guests.
 

Physical Tasks
▪ Enter and locate work-related information using computers and/or other methods.
▪ Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Education
High school diploma/G.E.D. equivalent
Related Work Experience
No related work experience is required
Supervisory Experience
No supervisory experience is required