JOB SUMMARY
The Customer Resolution Specialist is responsible for liaising with guests and hotels to ensure that customer issues are effectively resolved, while creating long-term loyalty and building greater brand equity. They investigate, respond to, and resolve customer and hotel inquiries in a timely manner while utilizing creative problem solving, customer service, and negotiating skills to reduce costs whenever possible. This position works closely with properties and internal leadership teams to continually improve the service delivered to guests and properties. They act as the first point of contact for guest issue escalation and problem resolution and identify opportunities to enhance the effectiveness of business processes.
CANDIDATE PROFILE
Education and Experience
Required
• High school diploma/G.E.D. equivalent, secondary education, certificate, or local equivalent.
• Minimum one-year of related work experience, preferably in a customer service or service recovery environment.
• No supervisory experience is required
Preferred
• Experience resolving customer issues and managing cases from intake to closure
• Experience reviewing customer feedback, identifying recurring issues, and communicating trends.
• Experience working with case management systems, customer relationship management systems, or similar tools.
CORE WORK ACTIVITIES
• Receive, review, document, and manage customer resolution cases from intake through closure.
• Investigate customer and hotel concerns by gathering information, reviewing documentation, and coordinating with relevant stakeholders.
• Communicate with customers regarding case status, resolution activities, and follow-up actions through approved communication channels.
• Document customer interactions, case activity, and resolution outcomes within designated systems.
• Coordinate with hotels, departments, and internal stakeholders to obtain information and support issue resolution.
• Escalate cases according to established procedures when additional review or support is required.
• Monitor open cases and complete follow-up activities necessary to support case resolution.
• Provide customers with resolution details and information regarding next steps, when applicable.
• Review customer feedback and case outcomes to identify recurring issues and trends.
• Communicate findings and process improvement opportunities to leadership and business partners.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
Skills Required
- High school diploma, GED equivalent, secondary education certificate, or local equivalent
- At least one year of related work experience, preferably in customer service or service recovery
- Experience resolving customer issues and managing cases from intake through closure
- Experience reviewing customer feedback, identifying recurring issues, and communicating trends
- Experience with case management systems, customer relationship management systems, or similar tools
Marriott International Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Marriott International and has not been reviewed or approved by Marriott International .
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Retirement Support — Retirement programs include a 401(k) with a company match and related financial wellness resources seen as competitive. This support is complemented by savings tools that reinforce long-term financial security.
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Healthcare Strength — Health coverage offers flexible medical plans, disability and life insurance, and access to mental health and wellness resources. Short-term disability and basic life coverage are described as included for many full-time hourly roles.
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Wellbeing & Lifestyle Benefits — Travel and lifestyle perks include substantial hotel, food and beverage, spa, retail, and golf discounts for employees and families. Additional programs like tuition assistance and wellness initiatives reinforce non-cash value.
Marriott International Insights
What We Do
Marriott International, Inc. is based in Bethesda, Maryland, USA, and encompasses a portfolio of more than 7,500 properties in 30 leading hotel brands spanning 132 countries and territories. Its heritage can be traced to a root beer stand opened in Washington, D.C., in 1927 by J. Willard and Alice S. Marriott. 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. Community Guidelines: We reserve the right to remove without any notice content that we determine in our sole discretion is offensive or illegal, contains personally identifiable information, trademarks or copyrights belonging to a third party, advertises a third party’s products or services, or is otherwise inappropriate. Application Tips: We encourage job seekers to protect themselves from email and recruiting scams. Please note: 1) We do not accept applications via email or fax; 2) We never ask for money as part of the application process; 3) We only contact job applicants from approved email domains. Please find more information about Marriott International’s job application process and approved email address domains here: http://www.careers.marriott.com/tips-for-applying/
