Marriott QA Specialist-Ambassador in Cork, Ireland
Posting Date Mar 09, 2018
Job Number 18000FX1
Job Category Reservations
Location Cork GRSCC, Cork, Cork VIEW ON MAP
Position Type Non-Management/Hourly
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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?
Ensure world class customer service is provided to all internal and external customers by evaluating Representative calls, emails, chats and other guest interactions. Focus on quality, accuracy, and productivity with emphasis on monitoring consistency, effective feedback, and accurate tracking. Maintain positive and professional working relationships with colleagues. Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservations, and answer inquiries from guests. Systems will include Quality Recording and Quality Monitoring technology and all Guest Facing Associate technology used within the CEC. .Access process and policy information online, interpret and apply to daily work. Operate standard office equipment other than computers. Compile, copy, sort, and file records of office activities, business transactions, and other activities.
Follow all company and safety and security policies and procedures; ensure personal appearance is clean and professional. Maintain confidentiality of proprietary information and protect company assets. Report accidents, injuries, and unsafe work conditions to a manager. Welcome and acknowledge all guests through any channel according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Prepare and review written documents accurately and completely; read and visually verify information in a variety of formats. Comply with quality assurance expectations and standards. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of 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 by Supervisors.
Individuals may be cross trained to cover others in the event of absences. Other duties may also be assigned.
Maintain confidentiality ofproprietary materials and information.
Protect the privacy andsecurity of customers and co-workers.
Follow company and departmentpolicies and procedures.
Research questions andproblems; refer complex issues to supervisor.
Protect company tools,equipment, machines, or other assets in accordance with company policies andprocedures.
Perform other reasonable jobduties as requested by Supervisors.
Address any customers' serviceneeds in a professional, positive, and timely manner
Actively listen and respond toguest interactions and questions, providing feedback to help Associates andSupervisors deliver superior service, resolve issues, delight, and build trust.
Understand guests' serviceneeds, and assist CEC associates to deliver upon them, through quality feedback
Assist other employees to ensureproper coverage and prompt guest service, where needed
Evaluations will be performedin English and in additional languages. Proficiency in additional language maybe required.
Discuss work topics,activities, or problems with co-workers, supervisors, or managers using properdiscretion.
Speak to guests and co-workersusing clear, appropriate and professional language.
Participate professionally andpositively in webinar, skype and telephone meetings with colleagues and leaders
Use email, Skype and web-basedcommunications positively and efficiently throughout daily work.
Prepare and review writtendocuments (e.g., daily logs, business letters, memoranda, reports), includingproofreading and editing written information to ensure accuracy andcompleteness.
Talk with and listen to otheremployees to effectively exchange information.
Compose routinecorrespondence or documents, such as, tracking forms, quality workload records,or evaluations.
Treat all employees andcustomers with dignity and respect.
Develop and maintain positiveand productive working relationships with other employees and departments.
Partner with and assist othersto promote an environment of teamwork and achieve common goals.
Actively listen to andconsider the concerns of other employees, responding appropriately andeffectively.
Handle sensitive issues withemployees and/or guests with tact, respect, diplomacy and confidentiality.
Enter and locate work-related information using computersand/or other methods.
Move, lift, carry, push, pull, and place objectsweighing less than or equal to 10 pounds without assistance.
- Comply with and deliver on allquality assurance expectations and standards.
- Maintain computer- andpaper-based filing and organization systems for records, reports, documents,etc.
Use computer systems andsoftware packages to input, access, modify, store, or output information
Enter and retrieve informationcontained in computer databases using a keyboard, mouse, or trackball to updaterecords, files, reservation and answer inquiries from guests.
Prepare letters, memos, andother documents using word processing, spreadsheet, database, or presentationsoftware.
Transmit information ordocuments using mail, scanner, or facsimile machine.
Operate standard officeequipment other than computers such as telephone, typewriter, scanner, fax,photocopier, calculator, and electronic peripherals.
Keep office equipment inworking order and contact service representatives to correct problems withoffice equipment, including following-up to ensure problem is corrected.
Maintain office areas (e.g.,cubicles, storerooms, conference rooms, etc.), including calling maintenancewhen needed.
·Customer Service Orientation
·Telephone Etiquette Skills
·English Language Proficiency
· Planning and Organizing
- ·Microsoft Office
- High school diploma/G.E.D. equivalent
Related Work Experience
At least 6 months in current role
Experience in Quality environment preferred
- No supervisory experience is required
Marriott International is an equal opportunity employercommitted to hiring a diverse workforce and sustaining an inclusiveculture. Marriott International does not discriminate on the basis ofdisability, veteran status or any other basis protected under federal,state or local laws.