Hiring Organization: Marriott International, Inc.

Job Number 20051755
Location: Ikot Ekpene, Akwa Ibom
Schedule: Full-time
Job Category Sales and Marketing
Position Type: Non-Management / Hourly

Job Summary

Contact appropriate individual or department (e.g., Sales, Data Administration, Accounting) as necessary to resolve guest calls, requests, or problems.
Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott, including up-selling.
Determine and give complimentaries to guests as gifts for their patronage (e.g., rewards points, show tickets, gift certificates).
Promote awareness of brand image internally and externally.
Process requests for redeeming Marriott Bonvoy points.
Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
Enter Marriott Rewards information into appropriate software when taking guest reservations.
Answer, record, and process all guest calls, requests, questions, or concerns. Perform general office duties to support Sales & Marketing (e.g., filing, sending emails, typing, faxing).
Assist management in training and motivating employees; serve as a role model.
Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.
Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation.
Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees.
Monitor the performance of others to ensure adherence to quality expectations and standards.
Read and visually verify information in a variety of formats.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Perform other reasonable job duties as requested by Supervisors.
Promote awareness of brand image internally and externally.
Develop marketing materials and assemble information packages (e.g., brochures, promotional materials, maps) for promotional events, property tours, and conferences.
Prepare or edit letters, invitations, monthly and quarterly press reports, and news releases, using word processing, spreadsheet, database, or presentation software.
Make updates to property website and monitor website for accuracy on a weekly basis.
Handle magazine photo shoots on property.
When public relations director is not available, response to all daily general media inquiries or refer to an appropriate spokesperson.
Help to monitor media coverage and other external factors to identify potential or actual problem areas and opportunities.
Support media relations outreach efforts and other activities to bolster the property’s reputation and image in the community.
Coordinate on-property visits from media, including reservations, amenities, special requests, and dining. File and update press database, digital library, and press clippings.
Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect the privacy and security of guests and coworkers.
Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation.
Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees.
Read and visually verify information in a variety of formats.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Job Responsibilities
Policies and Procedures:

Follow company and department policies and procedures.
Protect the privacy and security of guests and coworkers.
Maintain confidentiality of proprietary materials and information.
Perform other reasonable job duties as requested by Supervisors.

Guest Relations:

Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest’s name when possible.
Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
Anticipate guests’ service needs, including asking questions of guests to better understand their needs and watching / listening to guest preferences and acting on them whenever possible.
Thank guests with genuine appreciation and provide a fond farewell.

Communication:

Exchange information with other employees using electronic devices.
Provide assistance to coworkers, ensuring they understand their tasks.
Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one’s voice, using the callers’ name, transferring calls to appropriate person / department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
Speak to guests and co-workers using clear, appropriate and professional language.
Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
Talk with and listen to other employees to effectively exchange information.
Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

Assists Management:

Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
Coordinate tasks and work with other departments to ensure that the department runs efficiently.

Working with Others:

Develop and maintain positive and productive working relationships with other employees and departments.
Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
Support all co-workers and treat them with dignity and respect.
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Physical Tasks:

Enter and locate work-related information using computers and/or point of sale systems.
Read and visually verify information in a variety of formats (e.g., small print).
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Sales:

Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott.
Promote awareness of brand image internally and externally.
Develop marketing materials for promotional events, property tours, and conferences.
Gather materials and assemble information packages (e.g., brochures, promotional materials, maps, price lists, or menus).
Assist in coordinating custom property familiarization trips for clients.
Order collateral and office supplies.

Rewards and Gift Certificates:

Enter Marriott Bonvoy information into appropriate software when taking guest reservations.

Public Relations

Refer requests for information from the media to an appropriate spokesperson or information source.
Prepare or edit letters, invitations, monthly and quarterly press reports, and news releases, using word processing, spreadsheet, database, or presentation software.
Handle magazine photo shoots on property.
Support activities and initiatives to bolster the property’s reputation and image in the media and in the community.
Make updates to property website by making changes directly to the website or by coordinating with appropriate others in order to make updates.
Support media relations outreach efforts, including pitching ideas and events, interview facilitation, and media tours.
Respond to all daily general media inquiries via email, phone, and/or written correspondence
Coordinate on-property visits from media, including reservations, amenities, special requests, and dining.
Update digital library and press clippings as needed.
Attend daily line-ups promptly.
Monitor media coverage and other external factors to identify potential or actual problem areas and opportunities.
File information and update press database, including list of all media contacts and media distribution lists (e.g., contact information, magazine circulation and demographics).
Assist with on-site media relations for local events, including, but not limited to, grand openings / anniversaries, marketing / promotional events, and other press functions.

Education

High school diploma / G.E.D. equivalent
Related Work Experience
At least 2 years of related work experience
Supervisory Experience
No supervisory experience is required

Competencies
Analytical Skills:

Computer Skills
Problem Solving
Decision-Making
Learning

Interpersonal Skills:

Interpersonal Skills
Team Work
Customer Service Orientation
Diversity Relations

Communications:

English Language Proficiency
Listening
Writing
Communication
Telephone Etiquette Skills
Applied Reading
Electronic Communication

Personal Attributes:

Dependability
Adaptability / Flexibility
Positive Demeanor
Integrity
Initiative
Stress Tolerance
Innovation
Self-Development

Organization:

Multi-Tasking
Time Management
Planning and Organizing
Detail Orientation

Sales:

Product Promotion
Contract Negotiation
Client Management
Patience
Go-Getter Attitude
Reliable
Flexible

Administration:

Typing

Public Relation:

Media Communication
Social Media Management

Physical Abilities:

Visual Activity Preferred Qualifications

How to Apply

Note: Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.Interested and qualified? Go to Marriott International, Inc. on jobs.marriott.com to apply