Bludfang Rowley

Welcome / Farewell Demonstrates Ownership and Inspires Confidence Key Drivers Behaviors Strengths (What This Looks Like) Opportunities to Improve

• Answers the call warmly and professionally, providing their own name and CEC location
• Obtains the Associate caller's EID, which will provide Associate information
• Confirms the Associate's name once EID is provided, only to verify
• Courteously closes call with positive and professional tone and verbiage
• Is ready for the call
• Demonstrates a willingness to be helpful, takes ownership, reassures the caller that the issue is understood, and walks the caller through the steps to locate an answer.
• Maintains a calm, polite tone
• Manages time and stays on task
• Follows proper hold and transfer protocol
• Offers a solution that is relevant to the Associate's level and empowerment
• Refrains from making personal comments about: Guest/Hotels/Associates/systems/programs

Listens, Questions, Sets Expectations

• Anticipates and Determines Needs
• Sets Expectations
• Questions effectively to arrive at a clear understanding of the problem / issue. Where needed, asks for MARSHA Code, Marriott Bonvoy® Number, Confirmation Number, etc.
• When provided with a Marriott Bonvoy® or Confirmation Number, confirms Guest's Name
• Listens Actively and Acknowledges
• Educates and guides the Associate to locate information and/or perform task
• Advises Associate to use the PGE or CEC Case whenever it is the correct procedure
• Summarizes actions and next steps

Uses Resources

• Uses all available tools to find a solution/correct answer for the caller

Uses the Caller's Name

• Uses the caller's name conversationally, at least once during the call

Demonstrates Care for the Caller's Unique Reason for Contacting Us

• Delivers tailored response and builds engagement, using the information the caller has shared about the specific reason they phoned Assist and what they need help with
• Shows empathy when appropriate

Compliance Legal and Operational

• Account security standards maintained
• Reservation security standards upheld
• Credit card information safeguarded (PCI)
• ADA legal adherence maintained
• Outbound disclosures communicated
• Properly documents in relevant system/field and acts with integrity
• Correct tracking procedures followed and tracking started with accuracy
• Accurately relays information to caller

If the call is Marsha Assist

• Removing a Marriott Bonvoy® Account Number in order to add a different Marriott Bonvoy® Account Number
• Modifications of ERS (Enhanced Reservation Solution) Reservations
• Finding the Cancel Policy on a Cancelled Reservation
• Changing or adding a name on an Existing Reservation
• Changing the Number of Guests on an Existing Reservation
• Modifying a Paid Stay when the Hotel is now sold out (not adding new Nights to the booking)
• Reservation modifications not seen in 'EMPOWER' after changes are saved.
• Modifying Dates on a Group Booking when it is not Housing Restricted.
• Modifying a Passkey Booking past the Cutoff Date.
• Z38 and Z34 Bookings (Ritz Carlton Upgrades)
• Locating Reservations that will not come up in 'EMPOWER'
• Modify a Free Night Award Certificate or Redemption Reservation when 'EMPOWER' is sold out and we are reducing the number of nights on the Reservation and there is no minimum Length of Stay in place.

If the call is a Tech Assist call:

• Listen and accurately record all details of issue
• Basic troubleshooting of issue
• If unable to resolve issue, route ticket to correct department

Used problem-solving skills to alleviate issues efficiently with minimal supervision.

• Assisted associates with questions on Policies, how to operate programs
• Monitored Teams chat
• Create solutions within the limits of NYDOL policies
• Used problem-solving skills to alleviate issues efficiently with minimal supervision.

• Worked frequently with mechanical and plumbing systems to complete knowledgeable inspections and skilled repairs.
• Reviewed technical documentation to complete equipment maintenance and repair.
• Completed daily, weekly and monthly checklists on building equipment to maintain records of scheduled maintenance procedures.
• Partnered with facility management to successfully complete projects within anticipated deadlines.
• Troubleshot equipment breakdowns and performed preventive maintenance.
• Quickly responded to internal service calls regarding malfunctioning equipment and completed repairs.
• Adhered to company safety and OSHA procedures to minimize accidents.
• Installed new locks, door handles and door closers.
• Used problem-solving skills to alleviate issues efficiently with minimal supervision.

• Described products and services in detail to answer customer questions.
• Assisted customers with self-checkout machine operations.
• Monitored self-checkout systems and provided help in resolving complex problems.
• Engaged with customers and offered assistance upon entry into store.
• Used problem-solving skills to alleviate issues efficiently with minimal supervision.