Doreen Molnar Email & Phone Number

Sachsen, Deutschland

Deutschland

Leading the Ritz Carlton Team and Regional Sales Team (up to 45 associates) to achieve continuous team improvement in conversion, calls per hour & revenue per callProject Management such as Booking.com project interfacing with Marriott system Focusing on meeting & exceeding goals set for the calls answered percentage and call standards Associate motivation while keeping productivity at the forefront with an emphasis on sales training, customer care and cross selling all brandsAnalyse performance reports & daily statistic, implement performance driven strategies to accomplish team goalsIssuing progressive counselling statements, disciplinary and performance evaluations in a timely manner Facilitate associates performance appraisal process, providing feedback and supporting continued success Research and resolve any payroll, scheduling, real time adherence or attendance issues for team membersRegularly monitor team associates, quality assurance & associates development Conduct & participate in department meetingsEffectively responds and resolve customer and property issues and complaintsHosting visits from hotels and vendors

Research and resolve guest concerns and problems relating to reservations, rates, hotels -and billing issues in a timely manner.Respond to hotel issues, Office of Consumer Affairs issues, and guests requesting assistance via phone, queue messages, Internet, and letters.Keep Manager and Lead Agent of Guest Relations abreast of trends in errors and concerns relating to reservations.Maintain established department and company procedures to ensure all complaints, problems, staff coverage, calls, etc. are handled.Perform a variety of other duties as directed by Management.

Answering incoming calls in English and German Selling Marriott Properties to a worldwide marketProviding an excellent level of Customer Service Assisting customer with their queriesTraining new associates on the Marriott Reservation system and on the phone