全职 Guest Experience Expert 工作, 薪水, Marriott International Federal Territory 公司招聘中 - Ricebowl

Company Description Marriott International, Inc., headquartered in Bethesda, Maryland, operates a global portfolio of approximately 9,900 properties across more than 30 leading brands in 146 countries and territories. With roots dating back to 1927, the company has grown from a small family business into a world leader in hospitality. Marriott is an equal opportunity employer dedicated to building a diverse workforce and maintaining an inclusive culture. The company does not discriminate on any basis protected by law and promotes a safe, respectful environment for guests and associates. Applicants are encouraged to follow official application channels, as Marriott does not accept applications via email or fax and will never request payment during the hiring process.
Role Description This is a full-time, on-site Customer Service Specialist role based in Kuala Lumpur. The Customer Service Specialist will respond to guest inquiries via phone, email, and in person, providing accurate information about reservations, services, and amenities. This role handles guest requests, resolves issues promptly and professionally, and escalates complex cases when necessary to ensure a positive guest experience. Daily responsibilities include managing guest records, documenting interactions in relevant systems, and coordinating with front office, reservations, and other hotel teams to fulfill guest needs. The specialist will also support loyalty program inquiries, promote Marriott services in a consultative manner, and adhere to company policies, quality standards, and data privacy guidelines.
Qualifications

• Strong customer-facing capabilities, including Customer Service and Customer Support skills.
• Focus on service quality and outcomes, with experience in Customer Satisfaction and Customer Experience.
• Professional communication abilities, including clear Phone Etiquette and active listening skills.
• Excellent spoken and written English; additional language skills are an advantage.
• Previous customer service experience in hospitality, travel, or contact center environments preferred.
• Ability to work on-site in Kuala Lumpur, including shifts, weekends, and holidays as required.
• Proficiency with basic computer systems, reservation or CRM tools, and accurate data entry.
• Strong problem-solving skills, resilience under pressure, and a collaborative, team-oriented mindset.
• High school diploma or equivalent required; further education in hospitality or related fields is beneficial.