Luxury Services Associate

LUXURY SERVICES ASSOCIATE

JOB SUMMARY

Provide personalized service to global customers, supporting complex reservations including adhering to loyalty program requirements, resort and luxury service standards, and customer care through various channels including voice, email, and chat for a portfolio of Marriott’s luxury and resort brands. Create an effortless experience by leading the conversation, anticipating guest needs, and answering questions about property facilities, services, and room accommodations, focused on converting the contact into sales. Provide customers with recommendations for ancillary services and packages to enhance their experience and drive incremental revenue to the company. Utilize proactive selling techniques and handle multifaceted requests through knowledge and service requirements for these brands and properties. 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. Show genuine care and concern for the guest and provide thoughtful and anticipatory service in effort to build customer trust and brand loyalty.

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.

Preferred Qualifications

Education: High school diploma/G.E.D., secondary education, certificate or local equivalent.

Related Work Experience: At least 1 year of Resort or Luxury brand experience.

Supervisory Experience: No supervisory experience required,

Customer Service

• Exhibit sincerity to create a seamless experience by responding appropriately to customer questions, concerns, and requests.   Address guests' service needs in a professional, positive, and timely manner without excessive delays or interruptions.
• Anticipate customer needs, including asking questions to help discover sales opportunities and overcome objections based on customer preferences.
• Provide personalized service and recommendations to our customers by recognizing and acknowledging loyalty status level and reason for travel.  Embrace and support our loyalty program by connecting members to our brands and properties, enrolling new members at every opportunity.
• Answer the call using polite and appropriate etiquette following call guidelines. Demonstrate a global understanding of our brands and embrace the background of our guests.   Engage guests in conversation regarding their stay, property services, and area attractions/offerings by displaying knowledge and familiarity of the property’s facilities and services. 

Reservation Sales

• Verify all reservation information with customers to ensure accuracy.
• Utilize proactive selling techniques to assist customers with complex booking needs for reservations and offer anticipatory services, packages and seasonal offerings to drive revenue.
• Recommend the most appropriate room type(s) to meet guest requirements and maximize room rate. Recommend room accommodations describing physical elements, amenities, and benefits, including upgraded room types based on guest preferences. 
• Explain guarantee, deposit requirements and cancellation policies clearly to customers. 
• Assign confirmation/cancellation numbers and verbally relay this information to customers, giving them the option of email or text.
• Inform guests of rules and regulations regarding qualifying rates (e.g., government, group bookings, special corporate rates, and discounts).
• Input and access data in reservation system by entering information accurately into proper fields.
• Process all reservation requests, changes, and cancellations received by phone, email, chat, or other guest communication channels.
• Provide service to customers using appropriate guidelines, compliance requirements, and language to meet brand standards for the portfolio of resort and luxury properties and experiences.
• Understand advanced case management tools and resources for ownership of customer resolution.
• Ensure guests are not placed on hold without consent following appropriate transfer and call back guidelines.
• Handle customers with a First Contact Resolution mindset based on your level of empowerment and where appropriate transfer for escalated handling of the customer issue.
• Comply with quality assurance expectations, Customer Service Standards, and specific requirements to ensure we meet resort and luxury service standards and those of external agencies rating our hotels for luxury designations.
• Efficiently navigate all systems.
• Utilize all resources to stay up to date with new company standards

Working with Others

• Treat all associates and customers with dignity and respect.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Develop and maintain positive and productive working relationships with other associates, departments, and Marriott properties and related company contacts.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• Actively listen to and consider the concerns of other associates, responding appropriately and effectively.
• Handle sensitive information with associates and/or guests with tact, respect, diplomacy, and confidentiality.  

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, reservations, and answer inquiries from guests. 
• Maintain appropriate data security of all Marriott’s systems. 

Policies and Procedures

• Maintain confidentiality of proprietary materials and information.
• Protect the privacy and security of customers and coworkers.
• Follow company and department policies and procedures.
• Research questions and problems; refer complex issues to the next point of escalation following proper escalation procedures.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested.