Luxury Services Associate (e)

About the role

Marriott is hiring a Luxury Services Associate to provide personalized service to global customers across its luxury and resort brands. The associate supports complex reservations, follows loyalty program requirements and service standards, and uses proactive selling techniques to convert contacts into sales while recommending ancillary services and packages.

Key responsibilities

• Answer guest questions by voice, email and chat about property facilities, services and rooms, and recommend ancillary services and packages.
• Verify reservation details, recommend room types and rates, explain guarantees, deposits and cancellation policies, and process requests, changes and cancellations.
• Connect guests to the loyalty program, enroll new members, and use case management tools to resolve issues and escalate when needed.
• Follow company policies, confidentiality and quality assurance standards, and comply with brand service standards.
• Assist guests with disabilities, speak politely and professionally, and maintain positive working relationships with colleagues.

Required profile

• High school diploma, G.E.D. or equivalent.
• At least 1 year of resort or luxury brand experience.
• No supervisory experience required.