Specialist, Customer Resolution

Please also submit your application on Marriott Career page and search for Requisition number 26119647 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 informa