Job Description

JOB SUMMARY

The Ambassador Manager leads a team of Ambassador associates responsible for delivering highly personalized service to Ambassador Elite members. This role is focused on driving associate performance, capability, and engagement to achieve the goals of the Ambassador Elite program and create exceptional member experiences. The Ambassador Manager develops associates through effective coaching, performance management, and targeted development plans that build the skills needed to anticipate member needs, strengthen relationships, and deliver meaningful outcomes. The manager fosters adoption of tools, resources, and best practices while creating a culture of accountability, continuous learning, and member-centric decision making. Through coaching, leadership, and operational oversight, the Ambassador Manager enables associates to provide proactive, personalized service that deepens member loyalty and enhances the overall Ambassador Elite experience.

CANDIDATE PROFILE

Education and Experience

Required

• 2 year college degree or equivalent in appropriate practical experience.
• 3 years’ experience in a customer engagement or guest relations environment
• 1 year experience supervising, coaching or managing a customer engagement or guest relations team

Preferred

• Knowledge of Marriott, Marriott Bonvoy and Marriott technology applications
• Experience facilitating training courses and presenting materials to large groups.
• Experience providing direction and defining priorities to deal with problems involving several variables.
• Understanding and prior use of time management techniques for effective planning and prioritization of tasks to achieve acceptable performance and outcome. Completion of a time management class or workshop.

CORE WORK ACTIVITIES

• Monitor associate performance through quality reviews, member feedback, service metrics, and observation, providing timely coaching, recognition, and accountability to drive continuous improvement.
• Create and execute individualized coaching and development plans that build associate capabilities, address performance gaps, and prepare associates for future growth opportunities.
• Foster a member-centric culture that encourages associates to anticipate needs, build meaningful relationships, and focus on outcomes rather than transactional case resolution.
• Drive adoption and effective use of Ambassador tools, resources, and systems, developing associate proficiency and confidence in leveraging available information to personalize service and enhance member experiences.
• Partner with associates to navigate complex member situations, using coaching opportunities to strengthen judgment, problem-solving skills, and decision-making capabilities.
• Recruit, onboard, train, and develop talent to ensure the Ambassador team possesses the skills, knowledge, and behaviors needed to meet evolving business and member needs.
• Establish clear performance expectations and address performance, attendance, and conduct concerns through ongoing feedback, coaching, and progressive discipline when necessary.
• Use operational insights, service trends, and performance data to identify opportunities to improve associate effectiveness, member outcomes, and overall team performance.
• Manage staffing, scheduling, service levels, and operational priorities while ensuring compliance with company policies, program standards, and business objectives

South Africa

At the time of application, applicants must have the legal right to work in South Africa either by being South African citizens by birth or by acquiring that right through other means such as having permanent residency or naturalisation. Unfortunately, this role is not eligible for visa sponsorship or relocation assistance.

WHY JOIN MARRIOTT INTERNATIONAL?

Marriott International has been recognized as one of Fortune’s 100 Best Companies to Work For™ in 2026 by Great Place to Work®. This is a reflection of our people-first culture, commitment to wellbeing, and collaborative workplace. This accolade joins a growing list of regional honors, reinforcing our dedication to creating an exceptional environment where associates thrive.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.  We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

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