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Marriott International - Marriott Intermediary Partner Care

How to EnterCompany: Marriott Intl, Inc., Bethesda, MD
Company Division/Group: Marriott Intermediary Partner Care, Omaha, NE
Company Description:Marriott International is a leading lodging company with nearly 3,700 properties and 18 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 2011 (up to 500 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:

Some recipes have secret ingredients or are handed down from generations. In business, recipes for success in customer care are of such importance to the bottom line that when you achieve this, you MUST communicate the recipe for customer service excellence.

“Vital”- skilled, diverse, service oriented, engaged associates, supporting third party intermediaries and hotels.

“Crucial”- technical expertise using commission and financial payment, reservation, intermediary and sales systems in contact center department across Voice, Text and Web channels.

Mix “Vital” and “Crucial” ingredients well. Bake from 1988 to Present and celebrate!

“Your team is excellent! They're knowledgeable and caring and have helped me a great deal. I appreciate your Team!”

The numerous comments we receive on extraordinary service of our unique Marriott Intermediary Partner Care - IPC – supporting intermediary travel agency, group, eChannel, and wholesale partners and 3,700+ hotels. We are a global company, but because of our distinct type of third party customer support, we’re like a small business. We value our partners, large travel companies and small travel agency and meeting planner businesses who rely upon expedient commission payments. We experience first-hand what a recipe for delivering outstanding service with accurate and timely commission payments means to their business, to Marriott, and to the global economy.

Results of our Recipe for Excellence:

–Employee Engagement Score FIGURE REDACTED FOR PUBLICATION.

STATISTICS REDACTED FOR PUBLICATION

–Marriott Spirit to Serve our customers and community supporting Children’s Miracle Network.

Our recipe would not be successful without our engaged team and we celebrate by continual, frequent recognition. We recognize Stars of the Month, Quarterly “Fishing” Service Excellence, annual awards and have an “Opportunity” Box for team members’ suggestions deemed “the most valuable.”

Our culture is of a Marriott family. EXAMPLE REDACTED FOR PUBLICATION.

At Marriott, success is never final. Our unique customer service supporting our intermediary partners takes time, hard work, and commitment. IPC has a winning recipe for excellence!

 

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 24 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 supporting all travel, group, wholesale and eChannel intermediary partners and over 3,700 Marriott properties.