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Location

Gurgaon | India

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Job description

Serve guests from around the world as they embark on their travel journey. Create an effortless experience and
build raving brand fans by answering questions about property facilities, services, and room accommodations to support
our overall vision to be the world’s favorite travel company. Handle incoming contacts for a variety of Marriott brands and
assist customers with their booking needs or questions through preferred channels including voice, email, and chat.
Responsibilities include processing reservation requests and support of basic loyalty and customer care requests. This role
will 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, and an open communication with Marriott properties, related company
contacts, and third parties.
Follow all company policies and procedures; ensure 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.

CRITICAL TASKS

Policies and Procedures
â–ª Protect the privacy and security of guests and coworkers.
â–ª Maintain confidentiality of proprietary materials and information.
â–ª Follow company and department policies and procedures.
â–ª Perform other reasonable job duties as requested by Supervisors.
Guest Relations
â–ª Deliver an effortless customer experience by responding positively and timely to customer questions, concerns, and
requests.
â–ª Anticipate customer needs, including asking questions to help discover sales opportunities and overcome objections
based on knowing what your customer needs
â–ª Provide a personalized service to our customers by recognizing and acknowledging status level and reason for travel
â–ª Embrace loyalty and connect them to our brands or hotels at every opportunity.
â–ª Support loyalty programs by enrolling customers at every opportunity.
â–ª 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 calls to appropriate person/department, requesting permission
before placing the customer on hold, taking and relaying messages, and allowing the customer to end the contact.
â–ª Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the
guest's name when possible.
â–ª Advocate for your customers and display a true spirit to serve
â–ª Demonstrate a global understanding of our brands and embrace the diversity of our guests.
â–ª 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
â–ª Thank guests with genuine appreciation and provide a fond farewell.
â–ª Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
â–ª Follow proper escalation procedures when addressing guest concerns.
Reservation Services
â–ª Verify all reservation information with customers to ensure accuracy.
â–ª Determine the most appropriate room type to meet guest requirements and maximize room rate.

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Job tags

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Salary