Customer Service Supervisor

hace 4 semanas

Xico, México Marriott International, Inc A tiempo completo

**Job Summary**

We are seeking a highly skilled and experienced Customer Service Supervisor to join our team at Marriott International, Inc. As a key member of our Rooms & Guest Services Operations team, you will be responsible for providing exceptional customer service to our guests, ensuring their needs are met and exceeded.

**Key Responsibilities:**

  • Answer, record, and process all guest calls, requests, questions, or concerns in a professional and courteous manner.
  • Contact the appropriate individual or department to resolve guest calls, requests, or problems in a timely and efficient manner.
  • Follow up and ensure that any outstanding requests are resolved to the guest's satisfaction.
  • Advise guests of any messages received and verify and adjust billing as necessary.
  • Operate the telephone switchboard station, monitoring busy or unanswered lines and checking back with callers on hold to update their status.
  • Activate and deactivate guest room message lights and transfer guests with internet access issues to the internet service provider's customer support line.
  • Assist callers with credit card, calling card, long distance, collect, overseas, and person-to-person calls.
  • Log guest requests, incidents, adjustments, and comment cards into the computer to allow for proper tracking and documentation.
  • Supply guests with directions and property information and assist management in training, scheduling, evaluating, motivating, and coaching employees.
  • Follow company policies and procedures, report accidents, injuries, and unsafe work conditions to management, and ensure uniform and personal appearance are clean and professional.
  • Maintain confidentiality of proprietary information, protect company assets, and welcome and acknowledge guests according to company standards.
  • Anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
  • Speak using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette.
  • Develop and maintain positive working relationships, support team members to reach common goals, and ensure adherence to quality standards.
  • Enter and locate information using computers/POS systems and perform other reasonable job duties as requested by supervisors.

**Preferred Qualifications:**

  • High school diploma or G.E.D. equivalent.
  • At least 1 year of related work experience.
  • At least 1 year of supervisory experience.
  • None.

**Marriott International, Inc. is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.**

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