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Marriott Intermediary Partner Care

How to EnterCompany: Marriott International, Inc., Bethesda, MD
Entry Submitted By: Intermediary Partner Care, BMSC Planning and Services
Company Description: Marriott International is a leading lodging company with nearly 3,700 properties and 16 brands in 72 countries and territories worldwide, we remain grounded in a set of core values: put people first, pursue excellence, embrace change, act with integrity and serve our world.
Nomination Category: Customer Service Awards Department Categories
Nomination Sub Category: Customer Service Department of the Year - Leisure & Tourism

Nomination Title: Marriott Intermediary Partner Care

Tell the story about what this nominated department achieved since the beginning of July 2012 (up to 525 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:  TEXT REDACTED FOR PUBLICATION

Imagine a meeting planner, running a business, it’s right before the holidays, and you’re expecting commission. Contacting Intermediary Partner Care, we research the issue, why payment didn’t process and process for you. We also assist with your future needs with electronic payment. Because of our determination to deliver, our customer commented -

This is why you all are AWARD winners! Congrats!”

This is what IPC lives and breathes, providing service support for our third party customers. WE DELIVER!

Every day, we engage and strive to improve, enhance and deliver that unique, industry leading, award winning service. We are a small department in a global organization, but, our team has a mighty reach and provides support globally. We have 22% of our team with 25+ years of Marriott quarter century experience and over 320 years of total tenure at Marriott!

“I would really like to say thank you for helping me to understand the commission system this morning and would like to send you a high five.”

“You are absolutely MARVELOUS!!”

“You are a godsend!!”

“I appreciate all that you have done for me. Your Customer Service skills are EXCELLENT.”

We also Deliver on our key performance metrics:

-Demonstrated our Spirit to Serve our community with a May Day cultural education Bake Sale, Children’s Miracle Network, Omaha Food Bank, Project Harmony, Embrace the Nations, Race for the Cure, Red Cross Blood Drives, and Omaha park clean-ups

Our culture is one of Marriott family, that IPC embraces by engaging, recognizing, and having fun. We honor Stars of the Month, Associate of the Quarter, Annual Awards, and daily acknowledge the many Voice and Email comments to celebrate and recognize our team. Finally, we capture our Marriott family life in pictures for extraordinary memories.

At Marriott IPC, success is never final. This is how we continue to Deliver that extraordinary service we are known for!

 

Provide a brief (up to 100 words) biography about the leader(s) of the nominated customer service organization:

Peggy Heafey, Director of Intermediary Partner Care, has been with Marriott International for 25 years. Her background includes experience in Reservation and Group Sales, Training and Development and Customer Care. Under her leadership, the department grew from a desk primarily servicing travel agencies, to one with 8 desks and functions s supporting all travel, group, wholesale and OTA intermediary partners and over 3,700 Marriott properties.