FLEX IPC Group Specialist

This is a temporary position
The assignment duration is through 12/31/2027

JOB SUMMARY

The basic function of this job is to provide service support on our Centralized Group Commission Program to our group intermediary partners and properties. The Intermediary Partner Care (IPC) Group Specialist will service these customers via all voice and e-channels. Act as a resource for all product lines in researching commission inquiries and utilizing the internal Centralized Travel Agency Commissions (CTAC) system. Provide customer service support to our group intermediary partners relating to inquiries of various programs via e-mail and phone. Follow all company policies and procedures; ensure personal appearance is 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. Perform other reasonable job duties as requested by Supervisors.

Anticipated Shifts: Full-time Shifts between the hours of 7:30 am and 6:00pm Monday through Friday.

CANDIDATE PROFILE Education and Experience

Required

• 2 years of professional experience in a customer service or business support role.
• High school diploma or equivalent
• Customer service experience supporting customers by phone and e-mail.
• Strong written and verbal communication skills, including professional telephone etiquette.
• Ability to research inquiries, analyze data, and resolve issues accurately with strong attention to detail.
• Working knowledge of Microsoft Office applications (Outlook, Excel, and Word).
• Ability to manage multiple priorities, meet deadlines, and work collaboratively in a team environment.

Preferred

• Previous experience in hospitality, business development, or marketing function. 
• Adept with technology and highly proficient computer skills, including Microsoft Office, Adobe products, and other enterprise systems used to support business operations.

CORE WORK ACTIVITIES

• Research and responds to intermediary partners and properties (all brands) on centralized group commission via phone and e-channels utilizing commission, reservations, and sales support systems – CTAC, CPS, OSCAR, JULIET, MARSHA, SFA, Peoplesoft, Query/Studio.
• Educates and is a champion of the Centralized group commission program and promotes the benefits of the program to our intermediary partners and properties.
• Monitors intermediated group events via automated and ad-hoc reports to proactively ensure correct event payments.
• Research and coordinates reactive Group Payment Event Forms and completes all necessary follow-up with properties to process event payments.
• Activates and Approves Centralized Group Events.
• Loads and updates GIATAs for future Group Events in MARSHA Mini Hotels for futures properties when needed.
• Updates specialized Group Commission profiles for properties.
• Research and tests Group CTAC enhancements to ensure proper functioning of Group CTAC systems when needed.
• Monitors and tracks trends and issues from our intermediary partners and properties of the Centralized group program and is a champion of enhancements to provide continued service excellence to our partners and properties.
• Audits GIATAs in SFA and updates intermediary profiles. Contacts properties when needed on the program and processes.
• Educates and supports properties on Marriott Centralized Group Commission Standard Operating Procedures.
• Research commission revenue utilizing Peoplesoft/MBS in support of properties when needed.
• Research and responses to intermediary partners with assistance on GIATA accreditation support with IATAN when needed.
• Research and support projects from department head and corporate headquarters as needed.
• Each associate is expected to conduct all reasonable requests by management, which the associate can perform.

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. 

Pay Range (US/Canada/EMEA): $19.25-$29.42 per hour