DirecciónJob Number 24058384
Job Category Reservations
Location CEC Mexico City, Insurgentes Sur 1228 Piso 10, Mexico City, MÉX, Mexico
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management
The overall goal of the Assistant Manager CEC Associate Support position is to provide support to core services associates in an increasingly changing environment to help ensure they achieve key performance metrics and enhance job effectiveness. This occurs through effective coaching and performance development during all phases of learning (new hire, nesting, and onboarding activities, in production, and career progression), as well as post training for new knowledge groups. Coaches associates and serves as a Subject Matter Expert on systems navigation, processes, resources, and best customer service practices and acts as dedicated support for Core Services Managers. Monitors associate performance, provide feedback, and conducts training refreshers when necessary. Stays up to date on processes, policies, and systems through various activities, such as call taking.
Coaching sessions are central to the Assistant Manager CEC Associate Support’s responsibilities. Preparing for, delivering, documenting, and following up on coaching sessions is the primary way the Assistant Manager supports associates to achieve individual and team performance goals. In partnership with the Core Services Manager, the Assistant Manager will determine and prioritize which associates need the most help. The coaching support will include guiding new hires through the onboarding and nesting process, providing focused coaching post training to reinforce newly acquired skills, and supporting associates struggling with meeting a performance metric at any point in their career journey. In addition, the Assistant Manager will support each individual and the team overall through the awareness, knowledge, ability, and reinforcement they need to navigate ongoing changes as each change occurs.
The Customer Engagement Center normally functions on a seven day per week basis. Assistant Managers may be required to work different shifts and schedules to accommodate the changing demands of business, including Saturdays, Sundays, and Holidays.
CORE WORK ACTIVITIES
Coaching & Support
• Provides supplemental coaching to associates to support Core Services Managers with achieving overall team performance.
• Utilizes tools and resources (i.e., coaching tool, performance dashboards, compliance scores, quality evaluations, call recordings, etc.) to determine opportunities for coaching associates.
• Partners with Core Services Managers to identify associates with the most need for help.
• Prepares and facilitates one on one coaching meetings or small group learning circles to enhance knowledge and competencies of the associates.
• Documents discussion outcomes and next steps from coaching sessions to share with managers.
• Listens to calls, review emails, chats, or other guest interaction related materials to provide feedback to associates.
• Supports associates with building coaching plans and actions for focused performance tracking.
• Reinforces new aspects of the associate role including empowerment levels, ancillary service opportunities, and opportunities to enhance loyalty, conversion or revenue.
• Actively looks for opportunities to recognize successful performance or improvements.
• Reviews support resources with associates including Knowledge Management, articles and policies, tips and tricks, etc. to support associate learning and development.
• Provides new hire & onboarding support; verify that associates are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
• Assists associates in handling guest complaints and resolving issues.
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
