Travel Agency Desk Specialist - Intermediary Partner Care

Marriott International, Inc - Omaha, NE

Posting Date Aug 16, 2019
Job Number 19113759
Job Category Sales and Marketing
Location CEC Omaha, 1818 North 90th Street, Omaha, Nebraska, United States VIEW ON MAP
Brand Corporate
Schedule Full-time
Position Type Non-Management/Hourly

Start Your Journey With Us
Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?

Job Summary

The basic function of this job is to provide customer service to travel agents/agencies relative to commission requests, problems, and concerns. The IPC Specialist also answers questions regarding the internal travel agent training Fam-tastic Program and Preferred Travel Agent Program, IATA commission questions, and various travel industry issues.

Specific Responsibilities
Researches and resolves routine travel agent/agency commission requests, problems and concerns.
Assists travel agents/agencies by answering questions regarding all IPC related computer systems, including MARSHA, Juliet, CTAC and OSCAR.
Responsible for managing a region of approximately ninety (90) Marriott and Ritz-Carlton properties. Conducts audits and monitors hotels to ensure all past and present commission payments are being made.
Educates assigned hotels on all Marriott standard operating procedures relating to commission payments.
Assists travel agencies with questions regarding their ARC, IATA, TSI or TIDS accreditation.
Communicates and promotes Marriott services and programs to travel agencies including new and existing promotions and system enhancements.
Processes various Marriott directory/brochure requests made by travel agents/agencies.
Assists with various ongoing surveys and audits for corporate and IPC department that measure internal/external service levels.
Handles projects from manager and travel industry customers as needed.
Each associate is expected to carry out all reasonable requests by management, which the associate is capable of performing.

Job Specifications

Accurate typing skills.
Excellent oral and written communication skills.
Ability to operate general office equipment.
One-year experience with Marriott worldwide Reservation Center preferred.
No customer complaints on file within the last year.
Most recent Performance Appraisal will be evaluated and an overall “Meets Expectations” or better job performance rating is preferred.

Minimum Qualifications

Minimum of three (3) months’ work experience with Marriott Customer Engagement Center, or at least three (3) months experience in a customer service capacity in a hotel call center or travel agency.
No more than five (5) occurrences / or two (2) active notifications.
No written warnings on file in any area within the last twelve (12) months.
No Commitment to Correct(s) on file for non-servicing, negative interaction or professional demeanor within the last six (6) months.

Critical Competencies

Personal Attributes
Positive Demeanor
Stress Tolerance

Interpersonal Skills
Team Work
Customer Service Orientation
Diversity Relations

Telephone Etiquette Skills
English Language Proficiency
Writing (and email)
Applied Reading

Detail Orientation
Time Management
Planning and Organizing

Analytical Skills
Computer Skills

Problem Solving Skills

Math Aptitude

General Administration

Microsoft Office

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.