WFM Specialist wanted at Starwood corporate – Singapore

Starwood Hotels and Resorts logo

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Starwood Hotels and Resorts logo
Starwood Hotels and Resorts logo

Job Number 18001TDT
Job Category Administrative
Location Starwood CCC-Singapore, Singapore,
Brand Corporate
Schedule Full-time
Relocation? No
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?

Responsible for overall call distribution by time of day and day of week
Facilitate changing schedules to meet demand for different times of day
Implement Skills Based Scheduling platform and supporting processes
Analyze and develop scheduling process improvement recommendations, including new hire/recruiting schedule process and base bid process
Manage short-term day to day staffing to achieve call handling goals through the use of downtime and overtime
Track and evaluate all sales associate vacations, trades, LOA’s, etcs to determine their effect on staffing requirement
Troubleshoot issues with scheduling application
Manage the phone and correspondence volumes while attending the Call Management System and communicate with Managers as needed
Monitor overall call volumes and monitor and/or investigate associate non-adherence issues
Record attendance variations from schedules and update computer system

Customer Service Specialist wanted by Starwood hotels – Singapore

Starwood Hotels and Resorts logo

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Starwood Hotels and Resorts logo
Starwood Hotels and Resorts logo

Job Number 18001DHK
Job Category Reservations
Location Starwood CCC-Singapore, Singapore
Schedule Full-time
Relocation? No
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
To process, investigate and resolve complaints generated from dissatisfied guests through direct interaction with hotels, corporate headquarters and central reservations offices worldwide.
Interacts with Contact Center management staff, hotel General Manager and Associates in seeking resolution to customer issues

Provide regular communication of all SPG program specifics. Solicit feedback and ideas from all associates with an aim to improve the program
Research and analyze a variety of SPG issues utilizing various resources and tools. This position is empowered to handle situations using decision-making latitude in solving problems
Ensure that all SPG correspondences are handled in a timely manner through distribution to fellow associates while ensuring that necessary monitoring and work performance audits are conducted and necessary additional training is provided to associates
Qualifications

Bilingual with good written and verbal communication skills in English
Good aptitude for customer service and attention to detail
Have impeccable follow-through; and “Can Do” attitude and mindset

Have zeal for accuracy and attention to details

Able to maintain a high degree of confidentiality

Ambassador wanted for Starwood hotels – Singapore

Starwood Hotels and Resorts logo

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Starwood Hotels and Resorts logo
Starwood Hotels and Resorts logo

Posting Date Jun 01, 2018
Job Number 18001JZJ
Job Category Reservations
Location Starwood CCC-Singapore, Singapore, Singapore

Job Summary
Respond to customer service opportunities received by phone, email, chat, fax or mail; act as a liaison among the hotels, the Reservation Center(s), guests and/or management to find resolutions to problems. Provide assistance with those guests who need to book reservations using various certificates, points, service recovery or promotional rates. Develop a comprehensive knowledge of company policy and standard operation procedures for all brands (e.g., Ritz-Carlton Clubs, Residences and partner hotels), with emphasis on all marketing and promotional campaigns. Document, research and track all guest concerns and comments via the guest tracking system (e.g., Mystique). Review all open cases on a weekly basis; ensure all open cases are reported closed with resolution and run reports as requested. Send reminders to property executive assistants if cases remain open after 24 hours with the exception of medical and legal claims. Maintain company tradition of outstanding customer service by always striving to support its policies and philosophies while addressing customer opportunities.

Guest Relations
Research and resolve guest concerns and problems relating to reservations, rates, hotel service and billing issues in a timely manner.
In accordance with policy, utilize the reservation system to provide assistance with those guests who need to book reservations using various certificates, points, service recovery or promotional rates.
Maintain an awareness of all new information and operational changes via computer system messages, email and communications.
Develop a comprehensive knowledge of company policy and standard operation procedures for all brands (e.g., Ritz-Carlton Clubs, Residences and partner hotels), with emphasis on all marketing and promotional campaigns.
Provide properties with information on reservation and guest problems that require hotel assistance; coordinate efforts to ensure problem resolution.
Acknowledge each and every guest with a smile, and a friendly greeting, using the guests name when possible.
Thank guests with a genuine appreciation and provide a fond farewell.
Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
Anticipate guests’ service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
Promote awareness of brand image internally and externally.
Communication

Provide responses as requested to guests and/or hotels in a professional and timely manner.
Keep manager informed of trends in errors and concerns relating to reservations. Provide trend identification and analysis, and customer satisfaction and benefit delivery.
Speak to guests and other employees using clear, appropriate and professional language.
Talk with and listen to other employees to effectively exchange information.
Working with Others

Support all employees and treat them with dignity and respect.
Develop and maintain positive and productive working relationships with other employees and departments.
Partner with and assist others to promote an environment of teamwork and achieve common goals.
Maintain a professional demeanor, both in the work area and all interaction with guests, hotels, peers and management.
Respond sensitively to the needs and feeling of others, regardless of status or position.

Quality Assurance/Quality Improvement
Comply with quality assurance expectations and standards.
Document, research and track all guest concerns and comments via the guest tracking system (e.g., Mystique). Ensure all documentation is accurate and concise.
Review all open cases on a weekly basis; ensure all open cases are reported closed with resolution and run reports as requested. Send reminders to property executive assistants if cases remain open after 24 hours with the exception of medical and legal claims.
Documentation/Reporting

Maintain computer- and paper-based filing and organization systems for records, reports, documents, etc.
Handle incoming and outgoing mail, including date stamping and distributing incoming mail.
Compile, copy, sort, and file records of office activities, business transactions, and other activities.
Computers/Software

Use computer systems and software packages to input, access, modify, store, or output information
Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservation and answer inquiries from guests.
Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software.
Physical Tasks

Stand, sit, or walk for an extended period of time or for an entire work shift.
Read and visually verify information in a variety of formats (e.g., small print).
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Safety and Security

Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
Maintain awareness of undesirable persons on property premises.
Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.
Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
Policies and Procedures

Protect the privacy and security of guests and coworkers.
Follow company and department policies and procedures.
Maintain confidentiality of proprietary materials and information.
Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
Perform other reasonable job duties as requested.
Preferred Qualifications

High school diploma/G.E.D. equivalent
At least 6 months of related work experience
No supervisory experience is required

Program Services Associate wanted by Starwood hotel – Singapore

Starwood Hotels and Resorts logo

APPLY HERE

Starwood Hotels and Resorts logo
Starwood Hotels and Resorts logo

Job Number 18001GX2
Job Category Reservations
Location Starwood CCC-Singapore, Singapore, Singapore
Brand Corporate
Schedule Full-time
Relocation? No

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.

Job Summary
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.
Qualification

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.

Marketing manager wanted by Marriot HQ in Singapore

marriott hotel logo

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Posting Date May 18, 2018
Job Number 18001FC1
Location Starwood CCC-Singapore,

JOB SUMMARY
The Manager, Loyalty Ambassador Service is responsible for delivering a consistent ambassador program globally, including pull-through of loyalty culture. They will achieve this by working closely with the Senior Manager, CEC Ambassador Specialty Services in each Customer Engagement Center in their respective continent(s). They will serve as subject matter experts on Ambassador’s unique tools, processes and service providers, which are critical to delivering a unique and personalized one-to-one ambassador concierge service. The Manager, Loyalty Ambassador Service will also be a critical part of the ambassador team, helping to develop strategies to enhance and improve the value of the program’s day to day operations, including creating raving fans of the ambassador service from both new and long-standing ambassador members around the globe. The Manager, Loyalty Ambassador Service will also ensure execution and delivery of critical projects by serving a liaison between the global ambassador team and customer engagement centers.

CANDIDATE PROFILE

Education and Experience Preferred
4-year degree from an accredited university in Business Administration, Marketing, or related major and 3+ years of relevant professional experience, demonstrating progressive career growth and a pattern of exceptional performance;
OR
5+ years of relevant professional experience in marketing/operations or related function, demonstrating progressive career growth and pattern of exceptional performance.

Key Responsibilities
Coordinate with Marriott’s Member Experience team, specifically the Ambassador Service, Loyalty Marketing Leaders to align on monthly, quarterly and annual goals for the ambassador service (ensuring alignment with the overall loyalty program).
Build and maintain strong working relationship with the senior leadership teams within the Customer Engagement Center(s) for respective continent(s) to ensure ambassador service is delivering consistently against program goals. This includes keeping key stakeholders involved and knowledgeable about the work being done within the Ambassador Service.
Align with headquarters and engagement center teams to ensure that ambassador service is maximizing all resources within the Customer Engagement Centers, e.g. learning & development, quality assurance, business analytics and operations. This position will be expected to identify any new opportunities and work with necessary team(s) to help maximize member satisfaction with the Ambassador Service.
Surface regional opportunities and pain points for program improvements/innovation (member trends)
Annual Ambassador satisfaction survey action planning, including bi-annual in-person Ambassador Manager meetings to deep dive into member satisfaction
Innovation Council (technology & efficiency focused)
Ad hoc focus groups and town halls
Serve as hub for on-going sharing and adopting best practices across continents/CEC locations
Framework of weekly site meetings with Ambassador supervisors, Ambassador Liaisons, 24/7 associates, including review weekly performance and best practice sharing at the site-level (twice a year visit each center in-person)
Manage and analyze issue resolution for properties and guests
Build and maintain strong business relationships with properties, especially General Managers and other key staff members in order to educate them on the value of the ambassador program
Partner with CEC to ensure consistent rollout of new initiatives and pilots to drive member engagement around the globe
Work with key stakeholders and ambassadors to select attendees for high-profile member events + developing/managing ambassador-specific events to cultivate emotional loyalty among our high value members.
Improving and shaping the day-to-day operations of the ambassador service teams within the Customer Engagement Centers by developing and communicating more effective ways to deliver the highest standards in the industry when it comes to member engagement and experiences.
Handle escalated calls with members who want to speak to Ambassador program leadership
Continent oversight of VIP programs, e.g. 5 Star, Cobalt, and other new VIP programs added in future
Track annual member downtrending and assist with escalations
Track and report against key performance metrics and sharing member/ambassador insights