广州招聘

JOB SCOPE
To process, investigate and resolve complaints generated from dissatisfied guests through direct
interaction with hotels, corporate headquarters and central reservations offices worldwide.
Receive calls, correspondences, faxes, emails and administrative messages from the general
public, SET customers, SPG members, government agencies, travel agents, hotels, area
directors of operations and Starwood associates and executives concerning difficulties
encountered with or related to, a guest’s stay or reservation with any Starwood property.
To resolve all SPG member issues and complaints within an established time period. This
includes award reservations, all redemptions, profile updates, missing stays, program content
issues, inquiries regarding special

PRINCIPAL DUTIES & RESPONSIBILITIES
？
? Services calls from hotels, guests, general public, SET customers, government agencies,
travel agents, hotels, area directors and Starwood staff and executives.
? Records information in Starlink and establishes file on customers
? Review all correspondences received in the Corporate Services Group regardless of its
origin.
? Interacts with Contact Center management staff, hotel General Manager and staff in seeking
resolution to customer issues
? Provide regular communication of all SPG program specifics. Solicit feedback and ideas from
all staff with an aim to improve associate and customer perception of the program.
? Research and analyze a variety of SPG issues utilizing various resources and tools. This
position is empowered to handle situations using decision-making latitude in solving
problems.
? Ensure that all SPG correspondences is handled in a timely manner through distribution to
fellow associates while ensuring that necessary monitoring and work performance audits are
conducted and necessary additional training is provided to associates.
? Ensures that responses are sent to all member queries forwarded from the hotels using
same distribution process as above.
? To handle reservation calls during peak periods.
? Participate in ad hoc projects as assigned by Manager.

SUPERVISION EXERCISED
None

SUPERVISION RECEIVED
Works with minimal supervision from Manager, Customer Contact Center. Empowered to
dispense customer compensation amounts as prescribed in Policies and Procedures Manual.

KEY COMPETENCIES
? Communication skills (verbal and non-verbal)
? Good customer service attitude
? Negotiation skills
? Decision-making latitude
? Planning and Organizing
? Stress Tolerance
? Flexibility

QUALIFICATION STANDARDS
? College diploma and above
? 2 years of relevant working experience with business techniques, applications as well as
analyzing and working with the public due to handling issues above and beyond
? Well-versed in Microsoft Word, Excel, Web and Email applications
? Good negotiation skills
? Planning and organizing skills
? Able to work independently and exercise initiative
? Strong aptitude for customer service and attention to detail
? Bilingual with excellent written and verbal communication skills in English and
Mandarin/Cantonese

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。

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