Specialist, Property Perf and Support

Job Description

Posting Date Jan 04, 2022
Job Number 22001067
Job Category Administrative
Location CEC Salt Lake, 910 W Legacy Center Way Ste 100, Midvale, Utah, United States VIEW ON MAP
Brand Corporate
Schedule Full-Time
Relocation? N
Position Type Non-Management
Located Remotely? N
Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?

JOB SUMMARY

The Specialist is responsible for providing tactical support to all properties including guidance and direction to ensure adherence to loyalty policies. Responds to all incoming correspondence regarding loyalty including stays, certificates, property processes, application troubleshooting and set up and loyalty policies. Acts as the primary point of contact for associates at Marriott Bonvoy participating properties including loyalty champion community and creates a positive, productive working relationship with the hotels. Continually maintain, evaluate and improve upon functional and operational processes within the team and escalate trends identified during interactions with hotels to leadership for further triaging.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED
• One year relevant work experience in the areas of hotel operations or loyalty operations with a focus on stakeholder service. Marriott Bonvoy program operations experience preferred.

CORE WORK ACTIVITIES

Managing Work, Projects, and Policies

• Coordinates and implements work and projects as assigned.
• Complies with Federal and State laws applying to procedures.
• Generates and provides accurate and timely responses to hotels with a coaching approach.
• Analyzes information and evaluates results to choose the best solution and solve problems; educating properties on correct procedures and policies for long-term success.
• Manages the flow of questions and directs questions.

Supporting Program Operations

• Complete research associated with stay processing controls including monthly stay audit and quarterly Events audit. Support for remediation of PMS configuration, missing batch controls and collection of Merchant IDs.
• Research and resolve missing certificates or modify certificates as needed for shortened stay, lengthened stay. Communicate and education properties on related certificate/redemption policies.
• Ensure loyalty attributes for new properties are loaded into appropriate systems. Monitor earn and redeem for new properties and escalate as needed for resolution. Manage certificates for deflagged properties that will accept redemption stays.
• Level one support for key loyalty applications and reports including eBonus Tool, Group Posting Tool and fourteen MRDW loyalty reports.
• Identify root cause and provide solution support to properties, loyalty, IT etc. (Example: Fliggy)
• Support properties in driving enrollments including goal and performance communication, reinforce incentives , researching enrollment issues.
• Identify key themes in incorrect application of program policies/processes at properties. Share resources and reinforce importance of following correct processes with properties.

Additional Responsibilities

• Informs, updates, and provides information to supervisors, co-workers, and stakeholders by telephone, in written form, e-mail, or in person in a timely manner.
• Attends and participates in all relevant meetings.
• Presents ideas, expectations and information in a concise, organized manner.
• Uses problem solving methodology for decision making and follow up.
• Maintains positive working relations with hotel associates, program operations team and other stakeholder groups
• Manages time effectively and conducts activities in an organized manner.
• Performs other reasonable duties as assigned by manager.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.