At Marriott International, I resolve complex escalated guest concerns involving loyalty benefits, reservations, billing disputes, compensation requests, and service failures. I balance guest satisfaction with business objectives and work with hotel and corporate teams to find solutions.
I designed and implemented a departmental tracking process that improved workflow efficiency, reporting accuracy, and operational consistency. I also conduct root-cause analysis and recommend ways to reduce recurring concerns.
Before this role, I guided frontline associates through complex issues and supported elite loyalty and reservations services. I also provided overnight support as a Direct Support Professional at Duet.
