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Supervisor - Intermediary Partner Care - Omaha Gbl Sls&Ctmr Care Campus - (190012Y1)

Company: Marriott International, Inc.
Location: Council Bluffs
Posted on: May 16, 2019

Job Description:

Here's To Your Journey with Reservation Center Marriott International is the worlds largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you? The Omaha Gbl Sls&Ctmr Care Campus, located at 1818 North 90th Street, Omaha, Nebraska, 68114 is currently hiring a Supervisor - Intermediary Partner Care. Responsibilities include: Coordinates the daily operation of Intermediary Partner Care department through all Voice, Email and Web channels ensuring that all desks Call Handling, Commission inquiries and Event inquiries, Emails, PTA/HE!/ME! support and OTA work is completed. Assists, support and answer associate questions and issues to ensure that service expectations and work requirements in IPC are met. Supports escalated inquiries and issues from intermediary partners and property and above property customers. This position is a regular, full time shift, which requires flexibility Monday through Friday both for shift start and end times. Key Responsibilities 1. Supervises IPC department associates by answering questions regarding the IPCs related systems of CTAC, Juliet, ACR, transient and group event commission policies and programs and local and standard operating procedures. Provides guidance and assistance regarding unfamiliar policies or problem calls. 2. Supervises personnel related activities of IPC department associates using appropriate supervisory/management skills. 3. Monitors call volume and occupancy for IPC Travel Agency, Ritz Carlton, Group, CTAC and Wholesale desks and Email channel volume on all desks via Avaya CMS and Engage and makes adjustments and determines downtime as needed and required. 4. Assists managers with coaching and counseling and related documentation. 5. Communicates to IPC managers all concerns received from IPC department associates and acts as liaison between IPC department and individual intermediaries, hotels and field leaders, corporate contacts and vendors. Provides follow-up on the above items to ensure that issues are resolved and handled with a high level of customer service. 6. Advises IPC director and managers of trends and issues internally and externally within the intermediary industry. 7. Maintains technical knowledge and expertise of all IPC systems including CTAC transient and group, OSCAR, Juliet, AGS, IEX R4, Atlas Payroll, Avaya CMS, Engage and operational procedures and reports computer and/or equipment problems. 8. Researches and tracks daily attendance and payroll discrepancies, attendance, vacation, sick leave and LMS timeclock adjustments and orders office supplies as needed. 9. Distributes and delegates projects to IPC department associates such as commission research projects and corporate driven projects. 10. Maintains knowledge and awareness of all current marketing programs and initiative for IPC. Acts as a resource for questions relating to them. 11. Tracks IPC department various statistical and production reports as directed by IPC director including Cost per Log, Logs Per Hour, AGS, ACR Transient and Group Schedules and Call volume and Utilization Reports. 12. Assists with hiring of IPC department associates as needed. 13. Each associate is expected to carry out all reasonable requests by management, which the associate is capable of performing. 14. Educates and supports IPC Group associates, properties and sales field leaders on the Centralized Group Commission program, participation and benefits. 15. Is a leadership member on the IPC team. Key Deliverables Policies and Procedures Maintain confidentiality of proprietary materials and information Protect the privacy and security of customers and co-workers Follow company and department policies and procedures Research questions and problems; refer complex issues to supervisor Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures Perform other reasonable job duties as requested by supervisors Customer Relations Address customers service needs in a professional, positive, and timely manner Actively listen and respond positively to customers questions, concerns, and requests of others Assist other associates to ensure proper project and program coverage and service. Communication: Discuss work topics, activities or problems with co-workers, supervisors, or managers using proper discretion. Answer telephones using appropriate etiquette, answering with a smile in ones voice, using the callers name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call. Speak to customers and co-workers using clear, appropriate and professional language. Working with Others: Treat all employees and customers with dignity and respect Develop and maintain positive and productive working relationships with other employees and departments Partner with and assist others to promote an environment of teamwork and achieve common goals Actively listen to and consider the concerns of other employees, responding appropriately and effectively Handle sensitive issues with employees and/or guests with tact, respect, diplomacy and confidentiality Display excellent people skills (Team Orientation, Judgment, Interpersonal Relations, Results/Goal Orientation, and Resilience/Adaptability.) Work with a diverse group of individuals Be flexible with multiple changes and different situations. Quality Assurance: Comply with quality assurance expectations and standards. Documentation/Reporting Maintain computer and paper-based filing and organization systems for records, reports, documents, etc. Computers: Use computer systems and software packages to input, access, modify, store or output information Office Equipment Transmit information or documents using e-mail, scanner or facsimile machine Operate standard office equipment other than computers such as telephone, scanner, fax, photocopier, calculator and electronic peripherals Keep office equipment in working order and contact appropriate representatives to correct problems with office equipment, including following-up to ensure problem is corrected Maintain office areas neatly. Critical Competencies Personal Attributes Integrity Dependability Positive Demeanor Presentation Initiative Stress Tolerance Adaptability/Flexibility Interpersonal Skills Team Work Customer Service Orientation Diversity Relations Communications Telephone Etiquette Skills English Language Proficiency Communication Writing (and email) Listening Applied Reading Organization Detail Orientation Multi-Tasking Time Management Planning and Organizing Analytical Skills Computer Skills Learning Problem Solving Skills Math Aptitude General Administration Typing Filing Computer Microsoft Office To apply now, go to: Marriott International is consistently recognized as an employer of choice globally by FORTUNE magazine, DiversityInc and Great Places to Work Institute, among others. Visit to learn more about our workplace culture and career opportunities. Chat, engage and follow us on social media. @lifeatmarriott on Snapchat So, we ask, where will your journey take you? - 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.

Keywords: Marriott International, Inc., Council Bluffs , Supervisor - Intermediary Partner Care - Omaha Gbl Sls&Ctmr Care Campus - (190012Y1), Other , Council Bluffs, Iowa

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