Job Description

JOB SUMMARY

The Customer Resolution Specialist is responsible for liaising with guests and hotels to ensure that customer issues are effectively resolved, while creating long-term loyalty and building greater brand equity. They investigate, respond to, and resolve customer and hotel inquiries in a timely manner while utilizing creative problem solving, customer service, and negotiating skills to reduce costs whenever possible. This position works closely with properties and internal leadership teams to continually improve the service delivered to guests and properties. They act as the first point of contact for guest issue escalation and problem resolution and identify opportunities to enhance the effectiveness of business processes.

CANDIDATE PROFILE

Education and Experience

Required

• High school diploma/G.E.D. equivalent, secondary education, certificate, or local equivalent.
• Minimum one-year of related work experience, preferably in a customer service or service recovery environment.
• No supervisory experience is required

Preferred

• Experience resolving customer issues and managing cases from intake to closure
• Experience reviewing customer feedback, identifying recurring issues, and communicating trends.
• Experience working with case management systems, customer relationship management systems, or similar tools.

CORE WORK ACTIVITIES

• Receive, review, document, and manage customer resolution cases from intake through closure.
• Investigate customer and hotel concerns by gathering information, reviewing documentation, and coordinating with relevant stakeholders.
• Communicate with customers regarding case status, resolution activities, and follow-up actions through approved communication channels.
• Document customer interactions, case activity, and resolution outcomes within designated systems.
• Coordinate with hotels, departments, and internal stakeholders to obtain information and support issue resolution.
• Escalate cases according to established procedures when additional review or support is required.
• Monitor open cases and complete follow-up activities necessary to support case resolution.
• Provide customers with resolution details and information regarding next steps, when applicable.
• Review customer feedback and case outcomes to identify recurring issues and trends.
• Communicate findings and process improvement opportunities to leadership and business partners.

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.