广州招聘

职位描述：
Position Purpose
·The E-Communications department touches every single aspect of Starwood. This team is an early-warning system, giving Starwood daily insight on guest needs, experiences and opinions, as well as almost real-time notice of challenges and opportunities including website outages.


·The E-Communication (E-Comm) Departments at Starwood offer “distinctive” customer service to guests via e-mail, chat, social media and phone. We, the Starwood E-Communications Department, have the culture and the expertise to make excellence happen.


· As a team, we will anticipate the client’s needs to establish new standards of excellence in E-communications and customer service to create and maintain customer loyalty. We are flexible in adapting to innovative technologies and surpassing the limits of tradition to provide expert customer services for our guests and our hotels.


·Embracing the image of Starwood Hotels and Resorts, we work smarter every day to create and maintain connections with the global community – one guest at a time.


Responsibilities:


·Process, investigate and resolve electronic communications received primarily by email, chat and phone generated by guests through their direct interaction with Starwood Hotel & Resorts.


·Review correspondence received to address specific issues with an applicable explanation, solution and/or compensation using a combination of systems with proper electronic communications format including proper business letter composition and excellent spelling and grammatical skills.


·Assist guests with the Sheraton, Westin, Luxury Collection, St. Regis, Four Points by Sheraton, W Hotels, Le Meridien, Aloft and Element websites, as well as with the Starwood Preferred Guest website by interpreting and analyzing research in order to effectively respond and resolve member concerns.


·Identify any underlying problems/issues and contact various sources to solve the issues (example properties and corporate services etc.).


· Follow up as needed on all correspondences that is outsourced or forwarded to another department to ensure the issue is addressed.


Requirements:


·Bachelor degree and above, with excellent written and verbal communication skill in English, CET-6/TEM-4 is required, TEM-8 will be preferred.


·At least 2 years of relevant work experience in hotel, tourism, customer service, public relationship, etc.


·Well versed in Microsoft Word, Excel, internet and emails applications.


·Ability to work independently and exercise initiative.


·Strong aptitude for customer service and attention to details.


·Willing to take shift duty including weekend and public holidays.


了解更多职业发展信息，请点击http://www.careers.marriott.com.cn/ ，期待您的加入！

万豪国际集团在全球 110+个国家拥有 30 个著名酒店品牌,酒店数量超过5,700 家，且还在继续发展壮大。作为世界知名的品牌，旗下拥有瑞吉、万豪，丽思卡尔顿，豪华精选、W 酒店、威斯汀、艾美、喜来登、福朋酒店，雅乐轩，源宿,Tribute Portfolio等。

    万豪国际大中华客户服务中心—广州海航大厦(Guangzhou Customer Engagement Center简称广州CEC）为万豪国际集团旗下的所有品牌服务，是一个重要的业务渠道和客户接触平台。我们关注的是中国——万豪国际在世界上最重要市场的客户需求。我们的员工主要是通过电话，邮件以及网上聊天会话的方式与客户进行交流互动。通过我们与众不同的服务，让客户在下榻酒店之前就能感受到品牌的魅力，从而建立顾客忠诚度并且扩大万豪国际集团的市场份额。

了解更多职业发展信息，请点击http://www.careers.marriott.com.cn/ ，期待您的加入！