Marriott International Bethesda , MD 20813
Posted 2 weeks ago
Job Number 24077233
Job Category Information Technology
Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States VIEW ON MAP
Schedule Full-Time
Located Remotely? Y
Relocation? N
Position Type Management
JOB SUMMARY
As a member of the Service Desk Support organization, the support analyst provides first level hotel operations, functional, procedural, and technical troubleshooting support for Marriott's Sales & Catering Applications (CI/TY, SFAWeb, OneSource, and MSA), Reservations Systems (MARSHA, Empower, HPP, MRDW), Mobile/Digital Platform (Mobile Key, GXP, Mobile Dining), Revenue Management (One Yield). This includes basic network connectivity and troubleshooting. The Analyst resolves contact requests independently, escalates issues as needed to the appropriate Marriott business or iT units and Service Providers. Case notes will be clearly documented using established procedures. Works under general supervision to complete routine tasks. Completes projects or additional assignments as requested by the Support Manager. Support for other Marriott Products to include Business Applications, and Property Management Systems. The Help Desk operates on a 24x7x365 basis and flexibility with rotational schedules is required and critical in this role; holiday and weekend work may be required. It will also be known that telephone calls and computer screens will be recorded for training and quality assurance purposes.
CANDIDATE PROFILE
Education and Experience
Required:
1+ years' experience in business application support in a call center environment, customer service, or hospitality industry.
High school diploma or equivalent
2+ years' Marriott Hotel Operations experience in one of the following disciplines: Front Office, Reservations, Revenue Management, Sales/Event Management
Preferred:
Undergraduate degree from accredited University or College
1+ years' experience in business application support in a call center environment, customer service, or hospitality industry.
Professional Certifications such as ITSM, PM, HDI
Experience using contact center tools to include incident ticketing systems, call distribution systems, and customer chat.
Core working knowledge of Marriott's primary business applications and systems
Established work history of strong customer service
Ability to effectively facilitate complaint resolutions
General knowledge of Marriott business functions and Marriott business processes
Experience with direct service desk support or previous usage of sales and catering or Business Application systems
Strong communication skills (written and verbal)
Skilled at listening and persuading
Experienced in supporting change management efforts
Strong team orientation
Experience using a Knowledge Management product
Proficiency with Microsoft Office 2016 products, Windows 7, 10. Internet Explorer and general desktop / laptop troubleshooting.
CORE WORK ACTIVITIES
Answers phones and chats in a timely manner using appropriate scripts and language as per department policy
Responds in writing via email or chat to customer inquiries per department policy
Creates and updates Help Desk incident or service tickets as defined by department procedures and policies
Provides excellent customer service and follow-up for all customers who contact 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.
Escalates issues to second and third level support and/or on-call support as well as critical issues to Support Manager.
Performs the following types of basic tasks: analysis, auditing, forecasting, research, and report generation.
Responds to, and makes decisions on standard/routine business requests with limited risk.
Responsible for own work and contributing to team, department and/or business results.
Follow internal and external Service Level Agreements and standard operating procedures of the team.
Performs other duties as appropriate
MANAGEMENT COMPETENCIES
Leadership
Managing Execution
Building Relationships
Generating Talent and Organizational Capability
Learning and Applying Professional Expertise
o Proficiency with Microsoft Office 2003/'2010 products, Windows XP/7, Internet Explorer and general desktop / laptop troubleshooting.
o Must have excellent oral and written communication skills
o Must have excellent customer service skills
o Experience with technical troubleshooting is a plus.
o Preferred candidate will have knowledge of the Sales and Catering business processes.
o Basic Computer Skills
o Mathematical Reasoning
o Oral Comprehension
o Reading Comprehension
o Writing
California Applicants Only: The pay range for this position is $22.97 to $48.17 per hour.
Colorado Applicants Only: The hourly pay range for this position is $22.97 to $43.79 per hour.
Hawaii Applicants Only: The pay range for this position is $27.79 to $48.17 per hour.
New York Applicants Only: The pay range for this position is $22.97 to $48.17 per hour.
Washington Applicants Only: The hourly pay range for this position is $22.97 to $48.17. In addition, the position is eligible for an annual bonus. Employees will accrue 0.04616 PTO balance for every hour worked and eligible to receive minimum of 7 holidays annually.
All locations offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave, educational assistance, 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others.
Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.
The application deadline for this position is 28 days after the date of this posting, 05/02/2024.
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. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
Marriott International