Description
JOB SUMMARY

The Senior Manager, Executive Resolution, is responsible for resolving Marriott’s most high-profile and sensitive customer situations, delivering concierge-level service that restores trust, loyalty, and long-term advocacy. This role is differentiated by the personal ownership of Marriott’s most visible, high-impact customer situations, where resolution quality and speed directly influences brand perception and loyalty.

CANDIDATE PROFILE

Education and Experience

Required
- 4-year bachelor's degree from an accredited university in Business Administration, Marketing, Hospitality Management, or related major; AND
- Three years of experience in customer service, contact center, service recovery environment, or related professional area.
- High school diploma or GED; five years of experience in customer service, contact center, service recovery environment, or related professional area.
- Adept at managing and communicating with senior level stakeholders
- Experience triaging and managing escalated customer service issues




- Strong analytical and problem-solving capabilities
- Personally leads and ownsthe 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 Marriott’s 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 r

📌 Mgr-Executive Resolution-Senior (Ciudad de México)
🏢 Marriott Hotels Resorts
📍 Ciudad de México