About Company
Marriott International is a leading global hospitality company with a vast portfolio of renowned brands across 138 countries and territories. We offer unparalleled career opportunities and a commitment to our associates’ growth and well-being. From luxury resorts to vibrant city hotels, our mission is to enrich the lives of our guests and associates, providing exceptional experiences built on a foundation of integrity, service, and innovation. Joining Marriott means becoming part of a diverse and inclusive family, where every individual’s contribution is valued, and personal and professional development is actively encouraged. We believe in taking care of our associates so they can take care of our guests, fostering a culture of excellence and mutual respect. Discover a world of opportunity where your career can truly thrive with Marriott International.
Job Description
Are you passionate about delivering outstanding customer service and creating memorable experiences? Marriott International in Southend-on-Sea is seeking a dedicated and enthusiastic Customer Service Representative to join our dynamic team. In this pivotal role, you will be the first point of contact for our valued guests, playing a crucial part in ensuring their stay or interaction with Marriott is seamless, pleasant, and exceeds expectations. You will handle inquiries, resolve issues, and provide comprehensive support with a friendly and professional demeanor. This position requires an individual who thrives in a fast-paced environment, possesses excellent communication skills, and genuinely enjoys helping others. You’ll be empowered to make decisions that positively impact our guests, contributing directly to our reputation for world-class hospitality. If you’re looking for a career where your service makes a tangible difference and where every day brings new opportunities to connect with people, this is the perfect role for you. We offer extensive training and a supportive work environment, enabling you to master your skills and advance your career within the global Marriott family. Join us and become an integral part of creating unforgettable guest journeys.
Key Responsibilities
- Serve as the primary point of contact for guest inquiries, requests, and concerns, ensuring timely and effective resolution.
- Provide comprehensive information regarding hotel services, facilities, local attractions, and general travel advice.
- Assist guests with reservations, check-ins, check-outs, and other front desk operations, maintaining accuracy in all transactions.
- Proactively identify guest needs and anticipate preferences to deliver personalized and exceptional service.
- Handle guest complaints and challenging situations with empathy, professionalism, and a solutions-oriented approach.
- Collaborate effectively with various departments (e.g., Housekeeping, Maintenance, Food & Beverage) to ensure guest satisfaction.
- Process payments, manage cash handling, and maintain accurate financial records.
- Adhere strictly to all company policies, procedures, and service standards.
- Contribute to a positive team environment by assisting colleagues and participating in training initiatives.
- Maintain a pristine and welcoming appearance of the front desk and lobby areas.
Required Skills
- Minimum of 1 year of experience in a customer service role, preferably within hospitality or a client-facing industry.
- Exceptional verbal and written communication skills.
- Proven ability to resolve customer issues effectively and calmly under pressure.
- Strong interpersonal skills with a genuine passion for serving others.
- Proficiency in basic computer applications and quick to learn new software.
- Excellent organizational skills and attention to detail.
- Ability to work flexible hours, including evenings, weekends, and holidays.
Preferred Qualifications
- Previous experience with hotel property management systems (PMS), such as Opera.
- Multilingual abilities are a significant advantage.
- A degree or diploma in Hospitality Management or a related field.
- Demonstrated ability to upsell services or products discreetly and effectively.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health and wellness benefits package.
- Generous associate travel discounts at Marriott properties worldwide.
- Opportunities for career advancement and professional development through Marriott's extensive training programs.
- Paid time off, including vacation, sick leave, and holidays.
- Employee assistance program for personal and professional support.
- Access to a global network of hospitality professionals.
- Contribution to a company-matched pension scheme.
- Free meals on duty.
How to Apply
If you are ready to embark on a rewarding career with Marriott International and contribute to our legacy of exceptional hospitality, we encourage you to apply today! Please click on the application link below to submit your resume and cover letter. We look forward to reviewing your application.