Sales & Service Associate-reservation Sales

13 hours ago

Singapore Marriott Customer Engagement Centre Full time

COMPANY DESCRIPTION

As the #1 leader in hospitality worldwide, Marriott International has 7,600+ hotel properties and 30 top hotel brands. We’re in 133 countries and territories, and we’re still growing. Unmatched opportunities await you The next step in your career could lead to your greatest adventure.

[Location: 238B Thomson Road #14-01 Novena Square Tower B Singapore 307685]

DESIGNATION : [Marriott] Sales & Service Associate-Reservation Sales (English & Korean)

RESPONSIBILITIES

**[Job Family] Reservation Sales**

**Guest Relations**
- Deliver an effortless customer experience by responding positively and timely to customer questions, concerns, and requests.
- 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 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.
- Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
- 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
- Thank guests with genuine appreciation and provide a fond farewell.
- 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.
- 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.
- Responsible primarily for NTF (non-luxury) brands, ARSO/SRS, passkey reservations, Hotel Reservation Services (China).
- Dedicate or Key Accounts.
- Process relocations due to deactivation.
- Service Loyalty member accounts including loyalty account services, missing stays, customer care services, password unlocks and resets.
- Understand Case Management essentials.

QUALIFICATIONS
- High school diploma/G.E.D. equivalent
- No related work experience is required
- Personal Attributes: Integrity, Dependability, Positive Demeanor
- Interpersonal Skills : Customer Service Orentation, Team work, Diversity Relations
- Excellent telephone etiquette skills, English Language Proficiency, communication skill

OTHER INFORMATION

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