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Group Specialist - Intermediary Partner Care - Omaha Gbl Sls&Ctmr Care Campus - (19078397)

Company: Marriott International, Inc.
Location: Omaha
Posted on: June 14, 2019

Job Description:

Here's To Your Journey with Reservation Center Marriott International is the worlds 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? The Omaha Gbl Sls&Ctmr Care Campus, located at 1818 North 90th Street, Omaha, Nebraska, 68114 is currently hiring a Group Specialist - Intermediary Partner Care. Responsibilities include: The basic function of this job is to provide service support on our Centralized Group Commission Program to our group intermediary partners and properties. The IPC Group Specialist will service these customers via all voice and e-channels. Specific Responsibilities Researches and responds to intermediary partners and properties (all brands) on centralized group commission via phone and e-channels utilizing commission, reservations and sales support systems CTAC, CPS, OSCAR, JULIET, MARSHA, SFA, Peoplesoft, Query/Studio. Educates and is a champion of the Centralized group commission program and promotes the benefits of the program to our intermediary partners and properties. Monitors intermediated group events via automated and ad-hoc reports to pro-actively ensure correct event payments. Researches and coordinates re-active Group Payment Event Forms and completes all necessary follow-up with properties to process event payments. Activates and Approves Centralized Group Events. Loads and updates GIATAs for future Group Events in MARSHA Mini Hotels for futures properties when needed. Updates specialized Group Commission profiles for properties. Researches and tests Group CTAC enhancements to ensure proper functioning of Group CTAC systems when needed. Monitors and tracks trends and issues from our intermediary partners and properties of the Centralized group program and is a champion of enhancements to provide continued service excellence to our partners and properties. Audits GIATAs in SFA and updates intermediary profiles. Contacts properties when needed on the program and processes. Educates and supports properties on Marriott Centralized Group Commission Standard Operating Procedures. Researches commission revenue utilizing Peoplesoft/MBS in support of properties when needed. Researches and responses to intermediary partners with assistance on GIATA accreditation support with IATAN when needed. Researches and support projects from department head and corporate headquarters as needed. Each associate is expected to carry out all reasonable requests by management, which the associate is capable of performing. Critical Tasks Policies and Procedures Maintain confidentiality of proprietary materials and information Protect the privacy and security of customers and co-workers Follow company and department policies and procedures Research questions and problems; refer complex issues to supervisor Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures Perform other reasonable job duties as requested by supervisors Customer Relations Address customers service needs in a professional, positive, and timely manner Actively listen and respond positively to customers questions, concerns, and requests of others Assist other associates to ensure proper project and program coverage and service. Communication: Discuss work topics, activities or problems with co-workers, supervisors, or managers using proper discretion. Answer telephones using appropriate etiquette, answering with a smile in ones 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 customers and co-workers using clear, appropriate and professional language. Working with Others: Treat all employees and customers with dignity and respect Develop and maintain positive and productive working relationships with other employees and departments Partner with and assist others to promote an environment of teamwork and achieve common goals Actively listen to and consider the concerns of other employees, responding appropriately and effectively Handle sensitive issues with employees and/or guests with tact, respect, diplomacy and confidentiality Display excellent people skills (Team Orientation, Judgment, Interpersonal Relations, Results/Goal Orientation, and Resilience/Adaptability.) Work with a diverse group of individuals Be flexible with multiple changes and different situations. Quality Assurance: Comply with quality assurance expectations and standards. Documentation/Reporting Maintain computer and paper-based filing and organization systems for records, reports, documents, etc. Computers: Use computer systems and software packages to input, access, modify, store or output information Enter and retrieve data from computer systems using a keyboard, mouse or trackball. Office Equipment Transmit information or documents using mail, scanner or facsimile machine Operate standard office equipment other than computers such as telephone, typewriter, scanner, fax, photocopier, calculator and electronic peripherals Keep office equipment in working order and contact appropriate representatives to correct problems with office equipment, including following-up to ensure problem is corrected Maintain office areas neatly. Critical Competencies Personal Attributes Integrity Dependability Positive Demeanor Presentation Initiative Stress Tolerance Adaptability/Flexibility Interpersonal Skills Team Work Customer Service Orientation Diversity Relations Communications Telephone Etiquette Skills English Language Proficiency Communication Writing (and email) Listening Applied Reading Organization Detail Orientation Multi-Tasking Time Management Planning and Organizing Analytical Skills Computer Skills Learning Problem Solving Skills Math Aptitude General Administration Typing Filing Computer Microsoft Office Minimum Qualification No more than five (5) occurrences or two (2) active notifications. No Commitment to Correct(s) on file for non-servicing, negative interaction or professional demeanor within the last twelve (12) months. No Written Warning(s) on file for any area within the last twelve (12) months. Marriott standards and minimum policies for posting require that hourly associates remain in their current positions for 6 months prior to posting outside their department. If promoted, hourly associates must remain in the new position 6 months before posting again. Management associates must remain in current position 1 year before posting. Additional criteria: Unless listed under "Minimum Qualifications", the criteria listed below are not a requirement to post for this position. This criteria will be used is used to help evaluate what additional skills a candidate can bring to the position. 1. Systems Knowledge: (based on 1 months experience) CTAC OSCAR MARSHA JULIET 2. Software Knowledge: (based on 1months experience) Microsoft Word Microsoft Excel 3. Customer Service Experience: Three (3) months experience as an Intermediary Partner Care Specialist for Groups Backup in the IPC department (defined as Department 38 Intermediary Partner Care - working full time in the IPC Desk for Centralized Group CTAC) One (1) months experience as an Intermediary Partner Care Specialist in the IPC department (defined as Department 38 Intermediary Partner Care) within the last year Three (3) months experience in a Customer Service role within Marriott International Six (6) months experience in a Customer Service role outside of Marriott Completion of DDIs Service Plus training To apply now, go to: https://jobs.marriott.com/marriott/jobs/19078397?%3Flang=en-us/ Marriott International is consistently recognized as an employer of choice globally by FORTUNE magazine, DiversityInc and Great Places to Work Institute, among others. Visit www.marriott.com/careers to learn more about our workplace culture and career opportunities. Chat, engage and follow us on social media. www.facebook.com/marriottjobsandcareers http://www.instagram.com/marriottcareers @lifeatmarriott on Snapchat So, we ask, where will your journey take you? - 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.

Keywords: Marriott International, Inc., Omaha , Group Specialist - Intermediary Partner Care - Omaha Gbl Sls&Ctmr Care Campus - (19078397), Other , Omaha, Nebraska

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