Office Consumer Affairs (OCA) Liaison – Starwood CCC-Singapore


Job Number 19100083
Job Category Reservations
Location Starwood CCC-Singapore| 238B Thomson Road| 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?

This position will be based in either Singapore or Guangzhou CEC.

Support all Marriott brands and properties| acting on behalf of Mr. Marriott
and other Marriott International Senior Executives and field executives in
resolving guest issues. Support brand initiatives| execute reports and
corroborate with corporate Legal and Claims departments. Offer guidance and
assistance to the Marriott engagement center teams in resolving customer
issues| and function as the final escalation point in the issue resolution
process. Relocate customers when a property is deflagged or the crisis line is
activated. Means of support include report analysis| on-site and remote
training of new and existing properties and communication with General and
Area Managers/Regional Directors.

Guest Relations

▪ Support all Marriott brand hotels and their customer service aspects.

▪ Resolve and negotiate customer complaints with all parties.

▪ Update the market on Marriott’s frequent guest and customer service

▪ Respond to customer issues addressed to senior members of the Marriott
International management team using written communications in a timely and
fair fashion.

▪ Track issues for identification of improvement areas.

▪ Serve as a resource to properties in resolving customer concerns and issues
associated with Marriott’s frequent guest and customer service programs. Guide
and direct hotel managers of all levels to reach fair and consistent
conclusions in resolution of guest issues.

▪ Use the Standard Operating Procedures and/or Current Best Methods for the
brand in question as a means of handling all customer inquiries. Communicate
these standards to all associates within the Guest Relations department so
that customer questions are correctly answered and problems resolved.

▪ Address customers| service needs in a professional| positive| and timely

▪ 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.