As a member of the Help Desk Support organization, the analyst provides first level hotel operations, functional, and some technical troubleshooting support for Marriott business and property systems applications.
Key accountabilities include:
Ability to provide subject matter expertise related to the hotel standard operating procedures within key business application and property management system environments.
Experience using one or more of the following property based business applications/systems: Revenue Management, Reservations, Customer Relationship Management, and/or a Property Management Systems.
Records incidents in in the Help Desk Ticketing tool per established procedures and policies.
Strong communication skills (written and verbal) and able to speak to customer and document interactions in business terms
Ensures timely escalation of incidents as needed, identifies impact to customer and assigns the appropriate priority.
Ability to effectively facilitate complaint resolutions
Established work history demonstrating a strong customer service background
Communicates resolution and/or next steps to the customer.
Major Decision Making Impact:
Determines and assigns priorities for incidents based on issue type and impact.
Determines appropriate path to escalate issues related to operations, application, and technology related issues or inquiries
Records incidents and status information in CRM tool per established service level agreements; communicates resolution and/or next steps to the customers and stakeholders effectively
Measurements of success include:
Logging, at a minimum, 90% of all support efforts (in-bound calls, out-bound calls, research, troubleshooting, follow-up) into the Service Now ticketing system
Maintaining an average customer service quality survey score of 80% or better
Maintain an acceptable closure rate and first contact resolution on all cases as defined by the management team
Arriving to work on time as scheduled by Manager, if applicable, logging into the call management system and using appropriate activity codes to track work
Completion of any other support-related tasks as assigned by the Manager, within a reasonable timeframe
Answer ACD calls within three rings
Maintain or exceed internal/external SLA s set for phone system usage, incident tracking, and project reporting
Meet minimum requirements for usage and contributions to the Knowledgebase/SME areas of accountability
Education and Experience
High school diploma, or equivalent
1 years experience at Marriott Systems Support Center, or equivalent
2 years experience in a contact center, customer service or hospitality environment
Demonstrated English proficiency
Hospitality/Sales, Revenue management or Catering experience
Multilingual with demonstrated proficiency in writing and speaking English, and preferred speaking and writing skill in one or more of the following languages: Cantonese, Mandarin, French, Italian, Spanish, Portugese, Hindi, Swahilil, and Martian
Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
Assist other analayst as necessary with support issues and escalation
Assist more senior associates in achieving business reulsts by:
o Utilizing hotel operations knowledge and application acumen to enhance business and support processes
o Allocating own time effectively to meet goals in a manner that does not disadvantage other associates or groups.
CORE WORK ACTIVITIES
Answering phones in a timely manner and using appropriate scripst and language as per department policy
Responding in writing via email or chat to customer inquiries per deparment policy
Creating and updating Help Desk incident or service tickets as defined by department procedures and policies
Provides excellent customer service and follow-up for all customers who call into the Help Desk.
Maintains, reviews and complies all documentation that pertains to products supported or operating procedures.
Understands proper procedures for logging into the ACD and maintaining a status of available when not scheduled for a break or other efforts scheduled with the Manager.
Assists other analysts as necessary with support issues and escalations.
Performs the following types of basic tasks: analysis, auditing, forecasting, research, and report generation.
Responds to, resolves and makes decisions on standard/routine business requests with limited risk.
Responsible for own work and contributing to team, department and/or business results. May direct work of non-management staff.
Performs other duties as appropriate
Industry Type :
Hotels / Hospitality
Functional Area :