FLEX IPC Agency Desk Specialist

Description

This is a temporary position. 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.

• 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.

• 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 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.

• Integrity
• Dependability
• Positive Demeanor
• Presentation
• Initiative
• Stress Tolerance
• Adaptability/Flexibility

• Team Work
• Customer Service Orientation
• Diversity Relations

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

• Detail Orientation
• Multi-Tasking
• Time Management
• Planning and Organizing

• Computer Skills
• Learning
• Problem Solving Skills
• Math Aptitude

• Typing
• Filing

• Microsoft Office

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.