JOB SUMMARY

Marriott’s Anytime Ambassadors deliver personal service by responding to the inquiries of our most loyal guests via phone, and email. Anytime Ambassadors answer a global phone line and global email cue to expedite requests of our members in the absence of their Personal Ambassador or for Ambassador member immediate needs. They actively listen and answer questions to resolve issues in an efficient manner. Anytime Ambassadors are responsible for evaluating and analyzing each guest’s needs and recommending tailored travel solutions that enhance their travel experience, deepening their loyalty to Marriott’s products and services. They also follow through on immediate guests needs with time sensitivity or escalate more complex requests back to a member’s Personal Ambassador for actioning.
 

Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Report accidents, injuries, and unsafe work conditions to manager. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; 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; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats; stand, sit, or walk for an extended period of time. 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.
 

CRITICAL TASKS
Guest Relations
▪ Address members' service needs (including any follow-up) in a professional, positive, and timely manner.
▪ Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
▪ Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
▪ Answer guest questions about property facilities/services (e.g., hours of operation, rates and room types, packages, promotions, entertainment, restaurants, special events).
▪ Provide custom travel solutions to each guest’s travel needs, enhancing the guest’s experience and increasing the guest’s loyalty to Marriott brands, products, and services.
▪ Confirm upgrades and other guest arrangements prior to arrival.
▪ Provide confirmation of customized arrangements.
▪ Work directly with hotels and liaisons to provide flawless delivery of service and amenities and/or resolve any issues.
▪ Maintain and continuously update hotel and destination information.
▪ Act as a liaison on behalf of Ambassador members and Marriott with customers, hotels, partners, and vendors.
▪ Assist members with account activity, status, promotion participation, redemption threshold activity, elite qualification progress, and other details for Loyalty members.
▪ Maintain current knowledge of Marriott’s loyalty program and program partners to provide an effortless experience for guests regardless of the request.
▪ Act as a subject matter expert in all things related to Marriott and its affiliated brand and programs to educate customers and identify solutions to their needs.
▪ Assist members with challenges that may occur while traveling in and outside of the hotel stay.
▪ Research and resolve guest concerns and problems relating to reservations, rates, hotels, and billing issues in a timely manner.
▪ Respond to all concerns and problems in a professional and courteous manner.
▪ Follow Company policy as it relates to work behavior and work performance in order to maintain a productive work environment and good relations with all Marriott International staff.
▪ Complete other duties as assigned by management.
 

Communication
▪ Communicate with others should be courteous, clear, concise and professional – whether in person, on the telephone or in written form.
▪ Answer telephones using appropriate etiquette including using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking, and relaying messages, and allowing the caller to end the call.
 

Working with Others
▪ Support all co-workers, vendors and guests and treat them with the same dignity and respect you expect.
▪ Handle sensitive issues with co-workers, vendors and guests with tact, respect, diplomacy, and confidentiality.
▪ Conduct positive interactions with guests and associates, acting as a negotiator to ensure mutual goals are met.
▪ Develop and maintain positive and productive working relationships with other co-workers and departments.
Quality Assurance/Quality Improvement
▪ Comply with quality assurance expectations and standards.
 

Sales
▪ Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott.
▪ Recognize opportunities to up-sell the customer and sell enhancements to create a better Marriott experience or event.
▪ Promote awareness of brand image internally and externally.
 

Computer Skills
▪ Use computer systems and software packages to input, access, modify, store, or output information
▪ Enter and retrieve data from computer systems using a keyboard, mouse or trackball.
 

Physical Tasks
▪ Enter and locate work-related information using computers and/or point of sale systems.
▪ Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
▪ Stand, sit, or walk for an extended period of time.
▪ Read and visually verify information in a variety of formats (e.g., small print).
 

Policies and Procedures
▪ Maintain confidentiality of proprietary materials and information.
▪ Follow company and department policies and procedures.
▪ Protect the privacy and security of guests and coworkers.
▪ Perform other reasonable job duties as requested.

CRITICAL COMPETENCIES

Analytical Skills

• Computer Skills
• Learning

Interpersonal Skills

• Customer Service Orientation
• Interpersonal Skills
• Diversity Relations

Communications

• Communication
• Listening
• Telephone Etiquette Skills
• English Language
• Applied Reading

Personal Attributes

• Integrity
• Dependability
• Positive Demeanor

Administration

• Typing

Computer

• Microsoft Office

Education
High school diploma/G.E.D. equivalent

Related Work Experience

Previous experience in our CEC as Loyalty Agent, at least six months related experience in Loyalty Knowledge Group or higher Knowledge group required

Supervisory Experience
No supervisory experience is required

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.

#LI-CF1

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.

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.