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Customer Service Sales Associate (Day Training May 14, 2018, and May 21st 2018

Job Number 18000TJL
Job Category Reservations
Location Omaha Gbl Sls&Ctmr Care Campus, Omaha, Nebraska VIEW ON MAP
Brand Corporate
Schedule Full-time
Position Type Non-Management/Hourly
Start Your Journey With Us
Marriott International is the world?s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?
Job Summary
As a FORTUNE Best Place
to Work 20 years in a row ? you can?t go wrong! We are recruiting for an
upcoming training class:
Class Start Date: Monday, May 14 th ,
2018 and Monday May 21st, 2018
Training Class Schedule(s): The first class will be held from May 14 th ? June 15 from 8:30am to 5pm.
The second class will be held from May 21st - June 22nd from 8:30am to 5pm.
Anticipated Shift AfterCompletion of Training: multiple shifts- day, nights, weekends from 6am until 2am
Location: Onsite Premise Position
Marriott is a drug
free workplace.
Compensation includes
paid training, competitive salary, incentives, and shift differentials where
applicable. We also offer a competitive benefit package including medical,
dental, vision, 401(k), TRAVEL DISCOUNTS and more.
If this training class schedule or shift is not a
great match for you, stay in touch with us as we frequently recruit for
additional classes. Share your contact information with us here: https://stayintouch.marriott.com/ .
Job Summary
Process
all reservation requests, changes, and cancellations received by phone, fax, or
mail. Identify guest reservation needs and determine appropriate room type.
Verify availability of room type and rate. Explain guarantee, special rate, and
cancellation policies to callers. Accommodate and document special requests.
Answer questions about property facilities/services and room accommodations.
Follow sales techniques to maximize revenue. Input and access data in
reservation system. Indicate special room reservation types (e.g., complimentary
rooms, employee discounts, travel agent inspection rates, and wholesale
reservations) by inputting the correct code and rate into the reservation
system. Follow proper escalation procedures when addressing guest concerns.
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.
SpecificResponsibilities
+ To answer incoming callsefficiently and in a courteous manner, according to Marriott ReservationSales Standards. Unless otherwise instructed by management, aprimary responsibility of this position is to be at workstation availableto accept and properly process calls when scheduled to do so.
+ To assist Marriott guests inmaking reservations; provide customer service and assist with problemresolution in a professional manner. To identify different types ofguests and adjust selling skills appropriately to capture the sell.
+ Demonstrate competent operationof the Merlin and MARSHA computer systems and telephone console.
+ Maintain updated knowledge andunderstanding of all Marriott Lodging Brands and programs.
+ Maintain updated knowledge andunderstanding of all hotel-selling strategies to maximize hotel occupancyand revenue.
+ Maintain continuous improvementin conversion, Calls per Hour and Revenue per call.
+ Displays a pleasant, helpfuland courteous attitude toward customers and fellow associates.
+ To advocate the Spirit-to-Serveprogram and the 20 basics in the workplace.
+ To be aware of all existingaccident prevention and safe work practice programs in the center and towork in a manner free from unsafe acts and to create a safe environment inwhich others may work.
+ Each associate is expected tocarry out all reasonable requests by management which the associate iscapable of performing.
CRITICAL TASKS
Guest Relations
+ Actively listen and respondpositively to guest questions, concerns, and requests using brand orproperty specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) toresolve issues, delight, and build trust.
+ Address guests' service needsin a professional, positive, and timely manner.
+ Anticipate guests' serviceneeds, including asking questions of guests to better understand theirneeds and watching/listening to guest preferences and acting on themwhenever possible.
+ Welcome and acknowledge eachand every guest with a smile, eye contact, and a friendly verbal greeting,using the guest's name when possible.
+ Thank guests with genuineappreciation and provide a fond farewell.
+ Engage guests in conversationregarding their stay, property services, and area attractions/offerings.
Communication
+ Speak to guests and co-workersusing clear, appropriate and professional language.
+ Answer telephones using appropriateetiquette including answering the phone within 3 rings, answering with asmile in one's voice, using the callers' name, transferring calls toappropriate person/department, requesting permission before placing thecaller on hold, taking and relaying messages, and allowing the caller toend the call.
+ Talk with and listen to otheremployees to effectively exchange information.
Working with Others
+ Support all co-workers andtreat them with dignity and respect.
+ Handle sensitive issues withemployees and/or guests with tact, respect, diplomacy, andconfidentiality.
QualityAssurance/Quality Improvement
+ Comply with quality assuranceexpectations and standards.
Reservation Services
+ Verify all reservationinformation with callers to ensure accuracy.
+ Accommodate and documentspecial requests in an accurate and efficient manner.
+ Determine the most appropriateroom type to meet guest requirements and maximize room rate.
+ Explain guarantee andcancellation policies to callers.
+ Describe room accommodations andbenefit feature sale amenities to guests.
+ Use sales techniques whenassisting guests in making reservations, including personalizing calls,obtaining complete guest needs, suggesting alternate dates or directingguests to sister properties on sold out days.
+ Answer guest questions aboutproperty facilities/services (e.g., hours of operation, room availability,restricted dates, rates and room types, packages, promotions,entertainment, restaurants, special events).
+ Assignconfirmation/cancellation numbers and clearly relay this information tocallers, giving them the option of emailing and/or faxing these numbers.
+ Identify guest reservationneeds by asking open-ended questions to obtain all necessary information,including enrollment in Marriott Rewards program.
+ Follow ?up selling? techniquesand sales strategies in order to maximize property revenue.
+ Identify repeat guests usingappropriate codes.
Reservation Processing
+ Utilize computer system toInform guests of rules and regulations regarding qualifying rates (e.g.,government and special corporate rates and discounts).
+ Input and access data incomputer reservation system by entering correct information into properfields, including Marriott Rewards number, and asking for travel agencyIATA and FIT numbers (i.e., flags, comments, guest messages).
+ Verify availability of roomtype, rate, and occupancy in computer system before confirming anyreservations.
+ Process in the computer systemall reservation requests, changes, and cancellations received by phone,fax, or mail.
+ Indicate special roomreservation types (e.g., complimentary rooms, employee discounts, travelagent inspection rates, and wholesale reservations) by inputting thecorrect code and rate into the computer reservation system.
Guest Relations
+ Follow proper escalationprocedures when addressing guest concerns.
CRITICALCOMPETENCIES
Analytical Skills
1. Learning and retention of learning.
2. Problem solving
Interpersonal Skills
1. Customer Service Orientation
2. Interpersonal Skills
3. Team Work
4. Diversity Relations
Communications
1. Telephone Etiquette Skills
2. English Language Proficiency
3. Listening
4. Communication
5. Applied Reading
Personal Attributes
1. Integrity
2. Dependability
3. Positive Demeanor
Sales
1. Typing
Computer Skills
Input data into computer
Utilize computer to find data
Utilize Internet
PREFERREDQUALIFICATIONS
Related Work Experience
No related work experience is
required
Supervisory Experience
No supervisory experience is
required
_Marriott Internationalis an equal opportunity employer committed to hiring a diverse workforce andsustaining an inclusive culture. Marriott International does not discriminateon the basis of disability, veteran status or any other basis protected underfederal, state or local laws._


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