Mgr-Executive Resolution-Senior

JOB SUMMARY

The Senior Manager Executive Resolutionis responsible forresolving Marriotts mosthigh-profileand sensitive customer situations deliveringconcierge-levelservice that restores trust loyalty role is differentiated bythe personal ownership ofMarriotts most visible high-impact customersituations whereresolutionquality and speed directlyinfluencesbrandperceptionand loyalty.

Modeled after bestinclassconcierge and premium advocacy desks this role sits at the intersection of empathy decisiveness executive communication and brand stewardship. The Senior Manager is responsible ensuring issues are resolved quickly often on first contact while coordinating seamlessly across internal role is hands-on outcome-drivenwithrelentlessfocus on thecustomerexperience.

CANDIDATE PROFILE

Education and Experience

Required

• 4-year bachelors degree from an accredited university in Business Administration MarketingHospitality Management or related major; AND
• Threeyears of experiencein customer service contactcenter service recovery environment or related professional area.

OR

• High school diploma or GED; fiveyearsofexperiencein customer servicecontactcenter service recovery environment or related professional area.

Preferred

• Adept at managingand communicating withsenior level stakeholders
• Experiencetriaging andmanagingescalated customer service issues
• Strong analytical and problem-solving capabilities

CORE WORK ACTIVITIES

• Personally leads and owns the end-to-end intake and resolution of executive level and high-profile customer concerns.
• Achieve first-contact resolution within required resolution targets whenever possible.
• Apply discretion empathy and sound judgment in emotionally charged or ambiguous situations.
• Deliver highly personalized relationship-based advocacy that consistently exceeds expectations.
• Anticipate customer needs beyond the immediate issue and proactively address them ensuring customers feel heard valued and confident in Marriotts care.
• Create moments that transform challenging situations into loyalty-building experiences that customers remember
• Communicate clearly confidently and professionally with high profile customers.
• Draft and deliver communications aligned with executive tone and brand voice.
• Proactively follow up after resolution to reinforce trust and ensure satisfaction.
• Partner with Legal Corporate Communications PR Loyalty and Operations as needed.
• Maintain composure and decisiveness in fast-moving high-pressure scenarios.
• Recognize when to escalate versus when to act independently.
• Surface recurring themes or risks observed through executive cases.
• Contribute to the refinement of the Executive Resolution standard operating procedures and service level standards.
• Research develop and share insights data and analytics impacting the area and customer experience.