Sales & Services Associate (voice)

Reservation Sales & Loyalty Services
Job Family: Reservations Sales
POSITION SUMMARY
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 worlds 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




Protect the privacy and security of guests and coworkers.
Maintain confidentiality of proprietary materials and information.
Follow company and department policies and procedures.
Perform other reasonable job duties as requested by Supervisors.
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.
Job Description 1/1/2018
Page 1 of 3

Reservation Sales & Loyalty Services
Job Family: Reservations Sales



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 single property/Guest/Email/OTA reservation requests, changes, and cancellations received by phone,
email or chat.

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.
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.
Talk with and listen to other employees to effectively exchange information.
Working with Others


Support all co-workers and treat them with dignity and respect.
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
Quality Assurance/Quality Improvement

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.
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.
CRITICAL COMPETENCIES
Analytical Skills
Computer Skills
Learning
Interpersonal Skills
Communications
Customer Service Orientation
Interpersonal Skills
Team Work
Telephone Etiquette Skills
English Language Proficiency
Listening
Communication
Applied Reading
Diversity Relations
Personal Attributes
Integrity
Sales
Typing
Dependability
Positive Demeanor
Job Description 1/1/2018
Page 2 of 3

Reservation Sales & Loyalty Services
Job Family: Reservations Sales
PREFERRED QUALIFICATIONS
High school diploma/G.E.D. equivalent
Education
No related work experience is required
No supervisory experience is required
Related Work Experience
Supervisory Experience
Job Description 1/1/2018
Page 3 of 3