广州招聘

POSITION PURPOSE
The Ambassador 24/7 Support Specialist will mainly be responsible for the communications with the Ambassador Service Guests when their Ambassadors are out of office. This team is created to deliver Ambassador Service consistently throughout 24 hours 7 days a week globally. They are tasked to respond quickly to time sensitive incoming emails and calls. Act as one stop resolution for our guests for anything at anytime.



KEY ACCOUNTABILITIES

? Work 24/7 emails globally.
? Answer global Ambassador calls
? Direct contact with Starwood's most profitable guests
? Cultivate relationships to ensure these most valuable guests receive unprecedented great experience
? Learn individual preferences of customers and tailor services accordingly
? 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.
? Review and evaluate all internal communications with the hotels to ensure flawless execution
? Working on Ambassador StarGuest files and Customer Service files directly with the hotels in professional and flexible manner to balance the guests' interest and the hotels' benefit
? Handling and follow through on all guests' inquiries, feedback, compliments, complaints, etc to serve as first contact resolution for both the hotels and the guests
? Cultivate relationships with the hotels to thrive and win along the Starwood Journey.
? Provide constant communication with the guests and custom confirmations of arrangements made for hassle free travel.
? Process special requests in preparation for or during the guests' stay; coordinate with on-property concierges, partners, vendors, and other personnel as necessary.
? Maintain and continuously update hotel and destination information in order to quickly respond to inquiries.

? Act as a liaison for customers and hotels, partners, and vendors.



SUPPORTIVE FUNCTIONS
? Develop working relationship with global Ambassadors and Stamford Headquarters.
? Assist with special projects and promotion implementation as required.
? Any other duties that may be assigned from time to time.





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CORE COMPETENCY REQUIREMENTS

Global perspective

- Work as a global team to cover other Ambassadors when they are out of office.
- Treats others with respect regardless of position, level or background.
- Demonstrate sensitivity to individual and cross-cultural differences.
-Shows sensitivity to the global nature of Starwood (e.g., mindful of time zones when working on events for the guests).
- Adapts personal style and business practices to address local and cultural differences (e.g., market needs, labor practices, laws and regulations).
- Shares and seeks out best practices globally.
- Embraces diversity in people, ideas, culture and processes.
- Considers the global acceptance and transferability of plans and initiatives.

Guest Focus

- Listens and responds appropriately to customer issues and works to overcome obstacles.
- Speaks to every guest in a friendly, enthusiastic, professional, courteous tone and manner.
- Demonstrates understanding of guest needs and expectations.
- Ensures an excellent level of service within field of expertise and knowledge.
- Goes beyond what is expected by anticipating guest needs and taking personal responsibility for exceeding expectations.
- Makes customer service a priority.
- Actively explore possibility to make things happen for the guests.
- Establishes long-term, strategic relationships or partnerships with guests.
- Provide guest with regular updates regarding hotel and SPG promotions.
- Applies existing data and resources to identify and deliver enhanced customer experiences.

Emotional Intelligence

- Understands the impact of personal strengths and weaknesses and modifies approach as needed to increase effectiveness.
- Aware of one's emotions and impact on others.
- Demonstrates sensitivity to the needs and emotions of others.
- Shows an understanding of the importance of good relationships (e.g., is supportive, involves others in actions and decisions, acknowledges requests or ideas of others).
- Seeks feedback about own performance to enhance self-awareness.

Effective Communication

-Present information clearly and with confidence; both written and verbal.
- Listens carefully and asks questions to clarify others' points of view.
- Writes clearly and concisely.
- Build clearly articulated communication strategies into initiatives.

- Selects guest preferred channel (e.g. email, phone call, fax, text message or instant message).

Collaboration

- Readily volunteers to collaborate with others to achieve common goals and objectives, even across functions or units.
- Shares successes and credit with the team.
- Contributes to every interaction by listening well, being open and honest and seeking to find common ground.
- Facilitates effective interaction and contribution of team members.

Motivation and inspiration

- Fosters a sense of urgency and energy, ownership and personal commitment to work.
- Exhibits enthusiasm, passionate and a positive professional attitude.
- Approaches challenging tasks with an optimistic attitude.
- Volunteers as needed to help ensure team success.
- Demonstrates consistency between words and behaviors.
- Live up to the Starwood Promises by doing the right thing, go the extra step and play as a team.

Development of Self and Others

- Demonstrates the required functional or system knowledge and skills necessary to effectively perform the job.
- Maintains current knowledge on new standards or information for field of expertise.
- Modifies behavior based on feedback and successes of Associate Success Plan (ASP) to continuously learn from experience.
- Seeks performance guidance when needed (e.g., asks questions, clarifies expectations, confirms understanding of performance standards).
- Shares career goals and aspirations and readily engages in career planning opportunities.
- Time management and ability to multi-task are crucial in working efficiently.

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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！