I have worked at a Starwood/Marriott Call Center for the past 3 years. I really used to enjoy my job until the merger in August.
The frustration in both guests and employees is extremely high. We get emails from head office almost every day touting how well things are going, how Marriott is the best, how we are so awesome..... Does anybody ever go and listen to the frustrated guests or to the suggestions the employees have?
"Take care of your employees and they will take care of you" - that went out the window a long time ago.
I worked with people that had been at Starwood for over 15 years, and they have now quit and moved on to other jobs. I am very customer service focused and it is frustrating to me not to be able to do much for a guest, having to placate them with phrases like "let me open a case and send it to the hotel". Most of the times the hotel doesn't even bother to respond.
System issues are driving me crazy. Can you imagine answering the phone, having a guest on the line who was waiting for 30 minutes to talk to me and I have to tell him "Sorry, my computer reservation system is down, can you call back later?" How difficult can it be to have an initial message stating "we are experiencing computer issues and are currently not able to make reservations. Please call back later."
I am also wondering if guests do realize that I am more likely to help if their tone of voice is pleasant. Screaming at me, demanding me to do something, cursing, blaming me for things out of my control.... will get you nowhere. I don't feel like I have a lot of power, but if you behave like a toddler with a temper tantrum, I will not go out of my way to assist you. Worst calls start with the guest screaming "the other agent just hung up on me" Did you ever wonder why? I don't have any issues anymore telling a guest "if we can not have a professional conversation I will release the call" I don't get paid enough to be screamed at for things out of my control. (I am making minimum wage)
And just because your buddy got something, it does not mean you are entitled to it as well. And please do not tell me how to do my job. "I am Titanium and I can cancel this reservation up until the day of arrival" Wrong, there are certain things that have to be met - unfortunately your reservation does not qualify.
BTW, the supervisor you are asking to talk to is just regular agent with a few more hours of training, and was thrown into the supervisory position on August 18 without being asked. Most resent their jobs by now because they never signed up to deal with irate calls all day.
Quite often we are the last who find out about policy changes. It is usually a guest who says "I did not get breakfast at the Marriott, only a $10.- voucher" and I will go and look in our "Knowledge Management" articles and find out that perk is no longer available for Platinum and Titanium members. How can you have breakfast at a Marriott for $10.-???
Posting points can now take up to 10 business days after check out. Airline point transfers (previously with SPG 2-4 business days) will now take up to 42 days.
I am giving out goodwill points to anybody who is being inconvenienced by the merger. My attitude: hit Marriott where it hurts. If all of us reservation agents would do it, maybe Arne would get his head out of his .... and take note.
Recently gave a guest 10000 points for having to call back 4 times to get points posted. That is worth $125.- US. We are supposed to have access to a system that shows us the guest folio so we can manually post the stay after 10 business days. More often than not that system is not working.
This is not the same job I was hired for and while I am flexible enough to roll with the changes, the lack of support from leadership, lack of computer programs, and increased frustration from the guests is making me look for a job elsewhere.
Job Type: Customer Service
Length of Employment: 3