Additional Information
Job Number26114010
Job CategoryReservations
LocationInsurgentes Sur 1228 Piso 10, Mexico City, MÉX, Mexico, 06700
ScheduleFull Time
Located Remotely?N
Position Type Management

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

📌 Mgr-Executive Resolution-Senior (Roma Norte)
🏢 Marriott International
📍 Roma Norte