RAHUL MS

1.Assisting new members with the enrollment process for the Marriott Bonvoy loyalty program.
2.Explaining the benefits, rewards, and tier levels of the Marriott Bonvoy program to ensure members understand how to maximize their membership
3.Guiding members on how to earn points through qualifying stays, purchases, and promotions.
4.Clarifying the difference between Qualifying and Non-Qualifying Charges, as well as Qualifying Stays and Rates for earning points.
5.Educating members on how to redeem their earned points for stays, rewards, and other benefits within the program.
6.Using tools like OSCAR and IMS to access guest profiles, reservations, and relevant data for customer support
7.Distinguishing between Marriott direct bookings and third-party e-channel reservations to ensure accurate account management
8.Providing troubleshooting assistance, including password resets, following proper protocols and with member consent.
9.Handling sensitive or fraud-related cases with discretion and following company procedures to protect member accounts.
10.Adhering to SOPs for timely escalation and follow-up on complex issues requiring advanced support.
11.Assisting members with merging accounts and updating personal information to ensure accurate profiles.
12.Assisting members with inquiries related to ongoing promotions and Marriott Bonvoy credit card benefits.
13.Facilitating the transfer of points from deceased member accounts to immediate family members, after ensuring all required documentation is collected.
14.Initiating account audits and investigating suspected fraud to maintain the integrity of the Marriott Bonvoy program

1.Accurately post Marriott points to member accounts following verification of qualifying charges

2.Promptly provide itemized folios to members upon request

3.Identify bookings made through third party rate, contracted rate, or master bill

4.Efficiently route cases to the appropriate department, such as L2 queue or specialty department for resolution

5.Collaborate with hotel teams to validate stay qualifications, ensuring accurate benefits under the Marriott Bonvoy program

6.Educate guests on non-participating Marriott brands within the Bonvoy program