Job Number 22147172 Job Category Rooms & Guest Services Operations Location Dubai Area Office, Central Park Towers Level 12, Dubai, United Arab Emirates, United Arab Emirates VIEW ON MAP Schedule Full-Time Located Remotely? N Relocation? N Position Type Management SUMMARY 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
CANDIDATE PROFILE Education and Experience Required:
High school diploma, or equivalent
Experience working in a hotel that forms part of Marriott International
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
Preferred:
Undergraduate degree
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.
Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
Assist other analyst as necessary with support issues and escalation
Assist more senior associates in achieving business results by:
Utilizing hotel operations knowledge and application acumen to enhance business and support processes
Allocating own time effectively to meet goals in a manner that does not disadvantage other associates or groups.
Requirement:
Shift work is required in this role
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.
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?
Beware of fraud agents! do not pay money to get a job
MNCJobsGulf.com will not be responsible for any payment made to a third-party. All Terms of Use are applicable.