Marriott International offers you the opportunity to find the hospitality job and career journey that's right for you. With more than 1100 managed properties and 18 brands you'll find us in your neighborhood and in more than 74 countries across the globe. Find Your World™ at Marriott.
*Job Summary*
Handle escalated calls from representatives, perform the “Closed Loop” concept and act as an intermediary between customers and hotels when resolving issues. Focus on ensuring the timely resolution of reported customer issues.Assist management in training, scheduling, counseling, and coaching employees; and serve as a role model.
Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; and thank guests with genuine appreciation. Answer guest questions regarding property services/features and hours of operation. Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. 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.
*_SUMMARY DESCRIPTION_**: *The Customer Care Social Media Liaison provides support to the operation by handling Marriott issues and inquiries reported through social media channels. The liaison will handle and resolve guest issues reported through a variety of social media / networking sites, research questions and respond to customers, promote and sell Marriott in the internet community, identify opportunities for customer engagement, examine opportunities for direct customer marketing, and work in conjunction with Customer Care Leadership and the Corporate Social Media division to execute on-demand analysis.
*_SPECIFIC RESPONSIBILITIES_**:*/ /
1. Respond to guest comments available through social media platforms (i.e., Twitter, Facebook, TripAdvisor, etc.) regarding Marriott and to respond as Marriott’s representative.
2. Moderation of Facebook presences of Marriott International and several Marriott brands (Marriott Hotels, Resorts and Suites, Renaissance, JW Marriott, Courtyard, Residence Inn, Autograph Collection, AC Hotels, etc.).
3. Moderation of Twitter presences of Marriott International and several Marriott brands (Marriott Hotels, Resorts and Suites, Renaissance, JW Marriott, Courtyard, Residence Inn, Autograph Collection, AC Hotels, etc.).
4. Provide Customer Care support for brand social media accounts or designated Marriott internet community forums handled by third party vendors; answer questions from vendors and provide messaging for vendors to use; handle / resolve issues escalated by vendors; keep vendors updated on the status of issues.
5. Build and maintain customer loyalty through the innovative resolution of issues reported via social media channels with strong attention to ensuring a positive guest experience.
6. Establish communication with guests via appropriate social media channels, telephone and email in order to gather relevant information and implement service recovery.
7. Research each issue or request through appropriate channels, including use of Marriott systems and internet resources to establish guest patterns and needs.
8. Craft unique responses to customers based on guest need; interactions focus on individual circumstances and customer loyalty.
9. Identify posts and guest comments reflecting a public relations challenge that require escalation to the Customer Care Leadership Team or Corporate.
10. Work closely with a variety of sources (Corporate, Customer Care, Global Sales, Marriott Rewards, Regional Team, properties, franchise companies, etc.) to determine suitable response to highly sensitive issues.
11. Analyze problems and formulate plans to overcome customer and hotel challenges; make sound and logical decisions based upon each individual situation.
12. Handle calls from customer care toll-free lines published on Marriott’s social media sites.
13. Use creativity and “out of the box” thinking to address customer comments and issues.
14. Work with Customer Care Leadership and the Corporate M Live Social Media division to develop strategies designed to address the needs/concerns of guests raised via Marriott internet channels or other sources.
15. Identify and act upon opportunities to “surprise and delight” customers, thereby building and reinforcing consumer loyalty to Marriott.
16. Receive and act upon all communication received.
17. Analyze guest profiles available through public social media forums regarding Marriott brands/properties and categorize demographics in order to develop appropriate service modules.
18. Ensure proper documentation of all property and guest communication, including email and voice conversations, as well as supporting documentation offered by other sources.
19. Promote positive guest experiences by sharing stories or photos via Marriott social media sources; research these experiences to ensure accuracy prior to distribution.
20. Provide backup support to the Customer Care Team during high contact volume events.
21. Exercise good judgment skills with regard to the proper resolution of issues including matters of guest compensation and communication with property associates.
22. Communicate directly with Customer Care Senior Leadership to identify opportunities for individual associate instruction and identify service trends impacting department operations.
23. Work with other brands, divisions, regional / Corporate departments and third party vendors as needed to resolve issues or research inquiries (i.e., Marriott Rewards, Marriott Vacations Worldwide, Global Sales, vendors in charge of Marriott related internet community forums, etc.).
24. Work closely with a variety of sources (Corporate, Customer Care, Global Sales, Marriott Rewards, Regional Team, properties, franchises, etc.) to prevent recurrence of specific issues.
25. Maintain detailed awareness of functionality, trends, procedures, and multiple systems (such as Lotus Notes, Social Studio, CRIS, MARSHA/PURE, etc.) within Marriott.com, Customer Care, Marriott Rewards, and Global Sales.
26. Follow established department policies and procedures.
27. Utilize sound judgment when encountering unique customer concerns and do so without direct supervision.
28. Maintain a professional demeanor in personal appearance, work area and all interactions with guests, hotel personnel, peers, and management. Follow leadership guidelines for attire (business casual Monday – Thursday, casual attire on Friday, Saturday and Sunday) unless otherwise instructed by management.
29. Maintain privacy and integrity of guest and associate personal information.
30. Each associate is expected to carry out all reasonable requests by management which the associate is capable of performing.
*_REQUIRED SKILLS AND BEHAVIORS_**:*
* *
*Communication Skills** *
* Possess strong communication skills, which allow for the clear and concise explanation and understanding of customer questions and issues.
* Possess exceptional writing skills in order to provide well-written, accurate, individualized, and courteous responses to customers.
* Excellent verbal and written communications skills; must be able to negotiate solutions between the hotels and customers in a professional manner, ask appropriate questions, express ideas and solutions clearly and effectively.
* Detail oriented; must have the ability to accurately document files and internal procedures and processes.* *
*Problem Solving and Decision Making** *
* Demonstration of advanced knowledge of Customer Care procedures, proven understanding of Marriott operations and knowledge of key contact associates within Marriott.
* Proven record of success in negotiating, problem-solving and decision making; proven ability to develop creative solutions to customer and hotel issues/questions.
* Excellent working knowledge of hotel policies and booking procedures; understands nuances between brand policies, standards, procedures and booking rules, promotions, and Marriott business units (i.e. Marriott Rewards, Marriott Business Services, Global Sales and Customer Care, etc.).
* Proven ability to work without close supervision; must possess the ability to come up with creative solutions to problems without relying on direction from management.
* Ability to assemble facts and accurately make a determination as to what action needs to be initiated to achieve resolution of customer inquiries.
* Is able to recognize and resolve problems. Seeks, examines and interprets information from different sources to determine cause and develop solutions.* *
*Customer Relationships*
* Proven ability to work with all levels of management and ability to maintain a strong working relationship with those contacts, including those in the field and at Corporate.
* Ability to understand and recognize customer needs quickly and respond to those needs in a courteous and professional manner.
* Possess strong comprehension skills, which allow for the clear and concise explanation and understanding of customer questions and issues.
* Takes ownership of customer issues or problems and takes action to bring a quick resolution.
* Proven ability to work with all levels of management, including those in the field and at Corporate.* *
*Time Management** *
* Proven ability to perform multiple tasks, meet deadlines and efficiently organize work based on business conditions.
* Must have outstanding attendance and punctuality skills.
* Ability to work flexible hours.* *
*Adaptability and Stress Tolerance** *
* Able to work productively and effectively when faced with stressful work situations and time pressures.
* Able to understand and utilize all available resources and processes to maximize the efficiency and accuracy of required tasks.* *
*Contributing to Teams*
* Able to relate well to people from diverse backgrounds. This includes being cooperative, approachable and taking time to listen to and address others’ questions or concerns; treating others with kindness, respect and dignity.
* Ability to operate as a member of a team and willingness to contribute to the team and assist others when required.
Competency: Experience in using the internet, with special emphasis on Twitter, Facebook and various travel industry internet forums.
*Critical Competencies*
*Personal Attributes
*
* Integrity
* Dependability
* Positive Demeanor
* Presentation
* Initiative
* Stress Tolerance
* Adaptability/Flexibility
* Professionalism
*Interpersonal Skills
*
**Teamwork
**Customer Service Orientated
**Diversity Relations *Communications
*
**Telephone Etiquette Skills
**English Language Proficiency
**Communication
**Writing
**Listening
**Applied Reading
*Organization
*
* Detail Orientation
* Multi-Tasking
* Time Management
* Planning and Organizing
*Analytical Skills
*
* Computer Skills
* Learning
* Problem Solving Skills
*General Administration
* *Typing
**Filing
*Computer
*
* Microsoft Office (Word, Excel, Outlook)
**Internet Explorer, Firefox, Chrome
**Internet Social Media
**Marriott’s reservations & issue tracking tools (see details in minimum qualifications)
**Marriott.com
*Problem Solving*
**Judgment
**Creativity
* *
*_MINIMUM QUALIFICATIONS_**: *
1. No more than five occurrences on file / two or less notifications on file for sales associates
2. No written warnings on file within the last 12 months
3. High school diploma or GED
4. 18 months customer care experience within hospitality industry
5. Possess strong internet skills; previous hospitality industry experience in internet forum strongly preferred
6. Proficient with Avaya Interaction Center Email, MARSHA/PURE, Lotus Notes, CRIS and OSCAR strongly preferred
7. Proficient with Microsoft Office Suite, including Internet Explorer
At least a P or above on last performance review
/Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws./
**Job:** **Customer Service*
**Organization:** **Corporate*
**Title:** *Social Media Liaison*
**Location:** *NE-Omaha-Omaha Gbl Sls%26Ctmr Care Campus*
**Requisition ID:** *160000V4*