广州招聘

Ambassador 24/7 Support Specialist 尊贵客户服务专员

请留意该职位需要进行轮班工作，可周末及公众节假日轮班；目前轮班区间是上午7点至晚上7点，每天工作8小时，每周40小时。

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 ompensation 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.

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！