Customer Service Supervisor

2 days ago

Yantai, Shandong, China Marriott International Full time

Job Summary

We are seeking a highly skilled and customer-focused Customer Service Supervisor to join our team at Marriott International. As a key member of our front desk team, you will be responsible for providing exceptional service to our guests, ensuring their needs are met, and exceeding their expectations.

Key Responsibilities

  • Answer and respond to guest calls, requests, and concerns in a timely and professional manner.
  • Resolve guest issues and concerns by contacting relevant departments or individuals.
  • Follow up on outstanding requests and ensure they are resolved in a timely manner.
  • Advise guests of any messages received and verify billing information.
  • Operate the telephone switchboard station and monitor busy or unanswered lines.
  • 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 system.
  • Supply guests with directions and property information.

Additional Responsibilities

  • Assist management in training, scheduling, evaluating, motivating, and coaching employees.
  • Follow company policies and procedures, report accidents, injuries, and unsafe work conditions to management.
  • Maintain confidentiality of proprietary information and protect company assets.
  • Welcome and acknowledge guests according to company standards.
  • Anticipate and address guests' service needs.
  • Assist individuals with disabilities and thank guests with genuine appreciation.

Requirements

  • High school diploma or equivalent required.
  • Previous customer service experience preferred.
  • Excellent communication and problem-solving skills.
  • Ability to work in a fast-paced environment and multitask.
  • Ability to stand, sit, or walk for extended periods of time.
  • Ability to move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Marriott International is an Equal Opportunity Employer

We are committed to hiring a diverse workforce and sustaining an inclusive, people-first culture. We are an equal opportunity employer and welcome applications from qualified candidates of all backgrounds.

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