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 role covers complex reservations, loyalty program requirements and service standards, and uses voice, email and chat channels to convert contacts into sales while recommending ancillary services and packages.

Key responsibilities

• Answer guest calls, emails and chats politely, following call guidelines and etiquette
• Anticipate guest needs, ask questions to uncover sales opportunities and overcome objections
• Recognize loyalty status and reason for travel, connect members to brands and enroll new members
• Verify reservation details, recommend suitable room types and explain guarantees, deposits and cancellation policies
• Process reservation requests, changes and cancellations by phone, email or chat, and enter data accurately in the reservation system
• Inform guests of rules for qualifying rates such as government, group and corporate bookings
• Resolve issues with a first-contact approach, escalate when needed, and avoid placing guests on hold without consent
• Maintain confidentiality of proprietary information and protect guest and coworker privacy
• Follow company policies, quality assurance standards and brand service standards

Required profile

• High school diploma, G.E.D., secondary education or equivalent
• At least 1 year of resort or luxury brand experience
• No supervisory experience required
• Ability to move and lift objects weighing up to 10 pounds without assistance