Job Number 18001GX2
Job Category Reservations
Location Starwood CCC-Singapore, Singapore, Singapore
This role is responsible for processing Members and Internal SPG Inquiries such as missing stays, name changes, missing Starpoints, posting errors, transfers, mismergers, etc. The Associate will be required to utilize all available tools including Navigator Valhalla, and SPG Centro, SPGLink, Microstategy, Kana, Outlook, Microsoft, SPG.com and other approved systems.
Assist with research and correspond to emails/Calls received from Hotels, Members, Partners and Member Services Teams.
Handle research per the hotel’s request including but not limited to: Invoice discrepancies, Miscalculated reimbursement amount or no reimbursement paid, No award ordered.
Use the Affinity system to credit points/transactions to member accounts. Transactions are monitored and we are accountable for incorrect or inappropriate entries.
Research and analyze a variety of issues utilizing various resources and tools including the established Program Services Guidelines. All members of the Program Services Department are empowered to handle situations above and beyond a Member Services Associate using decision-making latitude in solving situations presented.
Researching escalated issues, which include complaints, account discrepancies and other Starwood Preferred Guest member issues.
Generating correspondence to Starwood Preferred Guest members using proper business letter composition, spelling and grammar skills.
Excellent communication skills in English and Mandarin
Trained in our SPG loyalty program
Ability to work independently
Experience with Microsoft Word and Excel, Internet and e-mail necessary
Excellent written and grammatical skills required
Strong Math Skills: Must be able to quickly figure out percentages, averages, currency calculations etc.