EBC Executive

Role Overview

EBC Executive at Marriott International.

Role Purpose

Manage guest communications and reservations while maximizing revenue through sales techniques and loyalty programs. Process all incoming requests, resolve guest concerns, and maintain brand standards through professional service delivery.

Key Responsibilities

Guest Service & Communication

• Answer, record, and process all guest calls, requests, questions, or concerns.
• Welcome and acknowledge all guests according to company standards.
• Anticipate and address guests' service needs.
• Thank guests with genuine appreciation.
• Speak with others using clear and professional language.
• Answer telephones using appropriate etiquette.

Reservations & Processing

• Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
• Process requests for redeeming Marriott Rewards points.
• Enter Marriott Rewards information into appropriate software when taking guest reservations.

Revenue & Sales

• Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott, including up-selling.
• Determine and give complimentaries to guests as gifts for their patronage, such as rewards points, show tickets, or gift certificates.

Problem Resolution & Coordination

• Contact appropriate individual or department (for example Sales, Data Administration, Accounting) as necessary to resolve guest calls, requests, or problems.

Brand Management

• Promote awareness of brand image internally and externally.
• Follow all company policies and procedures.
• Ensure uniform and personal appearance are clean and professional.
• Maintain confidentiality of proprietary information.
• Protect company assets.

Team Support & Performance

• Assist management in training and motivating employees.
• Serve as a role model.
• Develop and maintain positive working relationships with others.
• Support team to reach common goals.
• Listen and respond appropriately to the concerns of other employees.
• Monitor the performance of others to ensure adherence to quality expectations and standards.

Administrative

• Perform general office duties to support Sales & Marketing, including filing, sending emails, typing, and faxing.
• Prepare and review written documents accurately and completely.
• Read and visually verify information in a variety of formats.

General Duties

• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Perform other reasonable job duties as requested by Supervisors.

Qualifications & Experience

• High school diploma or G.E.D. equivalent.
• At least 2 years of related work experience.

Additional Information

Marriott International is dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. The company actively fosters an environment where the unique backgrounds of associates are valued and celebrated. Marriott is committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.