Marriott Trainer in China, China

Description:

KEY ACCOUNTABILITIES

Deliver all required training as outlined in the Training Roadmap in an engaged and enthusiastic manner

Ensures that Nesting is done in an effective and nurturing manner and that feedback is taken and used constructively

Consult with Operations managers on a regular basis on the training requirements to ensure operational readiness

Develop the necessary examination questions, including certification for Associates evaluation and assess their performance and readiness accordingly

Utilizing the feedback & evaluation gathered from Operation Meetings, call calibration, call monitoring and other avenues obtained as a tool to improve and ensure that all Associates are ready operationally

Gather feedback and evaluation from call monitoring & determine appropriate actions are taken to ensure standards are kept

Review and be proactive to make changes to training curriculum to ensure that it is current and relevant to present business climate

Ensure that Familiarization Tour is carried out effectively from the start to finish

Monitor that English training program is effective

Be aware of Associate s development plan and ensure that training plan as requested is fulfilled. If not, suggest alternatives

Assist in the analysis of training needs through the study of customer feedback, complaints, Associates feedback

Conduct bi-annual training needs analysis to ensure all learning and development gaps are addressed for

Operational efficiencies and excellence

Review Standard Operating Procedures (SOPs) and be familiar on the usage of all the various applications

Determine and plan monthly training calendar and communicate to the team

Be involved in teambuilding activity together with Assistant Manager

Be immersed into the operational floor to ensure that training is kept relevant and have a good understanding of operational challenges, etc.

Ensure that all training-related information (including all SOPs) stored in the knowledge management tool are kept updated and relevant

Ensure clear and consistent communication on all matters pertaining to training and operational matters to Assistant Manager, Training

Support, assist and guide Associates whenever required or necessary in ensuring that all Associates are confident to do their job well

Any other responsibilities that may be assigned from time to time

TECHNICAL/JOB-SPECIFIC COMPETENCY REQUIREMENTS

Posses Exceptional human relations skills and takes initiative to assist all Associates readily

A team player

Be proactive and have impeccable follow through

Be open to learning and have a positive demeanor

Be enthusiastic, energetic and passionate about training and developing people

Must have a positive, fun and enthusiastic personality, especially while conducting training

Excellent time management, organizational, communication and motivational skills

A team player

Strong verbal and written communication skills in English and Mandarin. An asset to be able to understand

other languages / dialects

Excellent attendance (no corrective actions during the past 6 months for internal candidates)

Must not have any tardiness, performance issues or misconduct record in their file for the last 12 months

from the date of application for Transfer Request (for internal candidates)

Proficient in MS Office Application such as MS Word, Excel, Powerpoint and Visio

RESPONSIBILITY AND AUTHORITY:

A. Profitability/Financial:

Ensure that all calls with financial impact are reported immediately to the QA Lead or Assistant Manager, Training & Service Quality

B. Key Stakeholder Satisfaction:

Maintain the highest level of key stakeholder satisfaction possible through all means, including: attention to details, follow through, problem solving skills, negotiation skills, and application of sound business practices to achieve results through appropriate deployment of resource

C. Internal Contacts:

CCC Leadership team and CCC Asia-Pacific teams

CORE COMPETENCY REQUIREMENTS

Working With Others

  • Exceed Customer Expectations
  • Communicate With Others
  • Demonstrate Team Spirit and corporation
  • Act With Professionalism and Integrity
  • Resolve Customer Problems

Taking Responsibility

  • Take Ownership
  • Learn Develop and Adapt to Change
  • Work independently
  • Manage Time
  • Attend to detail

Delivering Results

  • Demonstrates Functional Excellence
  • Commit to Quality
  • Follow Policy and Procedures
  • Follow Direction
  • Multi task

QUALIFICATION STANDARDS

Education and Related Experience

  • Diploma and above in any discipline
  • Minimum of 1 year in customer contact center focused on sales and customer service or in a similar role

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?

Qualifications

Job Summary

Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type. Verify all reservation information with callers to ensure accuracy. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in reservation system. Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system. Perform general office duties related to reservations. Troubleshoot, resolve, and document guest issues and concerns or escalate/refer to appropriate individual. Assist management in training, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Report accidents, injuries, and unsafe work conditions to manager.

Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette; provide assistance to coworkers, ensuring they understand their tasks. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards. 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.

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: Reservations

Organization: Corporate

Location: CHN-China

Requisition ID: 17001MD3