Experiences at Marriott International

Modified all DB2/SQL extractions for length of stay at hotel to start 1 day earlier so the first day of a stay
would use Projected numbers rather then incorrect Actual numbers which were no accurate or complete.

Know your stuff

As Loss Prevention Officer; Monitor hotel security cameras and accept all calls from guests and/or associates and coordinate action on same. As Graveyard Manager On Duty (MOD); Facilitated any guest/associate issue and act accordingly to ensure guest/associate satisfaction.

I took care of guests needs, from the front door up to the room.

I exceeded guest expectations and made their stay an enjoyable one and a memorable one.

I utilized a multi-line phone system to direct incoming and out going telephone calls. Assisted guests from pre-check in to check out. Assisted guests with guest issues, room service, knowledge of local area, concierge, valet service, transferring calls; etc.

A great sense of communication and interation woth customers. Because with Marriott you try to make each guest expirence unique you strive to achive superior customer service.

The most challenging aspect of my job was dealing with the numerous client complaints. Some people would call in expecting a lower rate at a hotel than what I was able to give them. Others expected to get a special rate after the "booy-by" date was up. They didn't understand that I had no power to change rates.

It was hard to deal with these types of calls initially but you have to learn to not take it personally, and try to help them the best way you can....

I booked reservations for high-profile clients and managed numerous customer complaints and solved them in a timely fashion. I also trained new hires.