Based in Cork, Ireland, the. Manager, CEC-Privacy is the primary team member responsible for processing individual privacy rights requests from MI guests in the EU and will serve as a leader for the Customer Engagement Center Privacy Team. This individual will serve as the key liaison responsible for the initial triage of privacy rights requests in the EU ensuring quality in all guest communications as well as system documentation and reporting with applicable action tickets to resolve guest complaints and issues. This role will also assist with monitoring, feedback, task assignment and distribution, escalation support, and administrative tasks that support the overall working of the team. The individual will also maintain and update tracking systems and provide reporting support as issues are resolved.

CANDIDATE PROFILE

Education and Experience

• University degree preferred
• 1-2 years related experience
• 1-year supervisory experience preferred

CORE WORK ACTIVITIES

E-mail Box Monitoring

• Review and determine how to respond to individual privacy rights requests and communications received in the Marriott Privacy mailbox.
• Send relevant communications to guests, verifying accuracy and appropriateness.
• Upload Marriott system outputs to online portal.
• Assign compilation, redacting, and bates numbering of access requests using PDF tools and MS Office.
• Follow the basic Privacy mailbox procedures and guidelines.
• Assign tasks to the Privacy Team.
• Support the Director CEC Privacy to distribute and lead the work of the Privacy Team.

Process Requests

• Demonstrate individual rights actions.
• Follow procedures to process individual privacy rights requests for guests primarily in the EU.
• Initiate process for opening and tracking of SNOW Tickets.
• Perform unsubscribe requests (tracking if erasure).
• Identify access requests that have been properly verified.
• Pursue identification verification when not initially received (if needed).
• Close access requests when lack of identity verification (single and hybrid requests) or when no data was found in MI systems.
• Search for Marriott system outputs in privacy mailbox.
• Perform preliminary reviews of access requests before being sent to guests primarily in the EU.
• Process requests in line with guest communications.
• Manage and track responses to guests or properties based on the existing library of custom responses, as appropriate in each case.

Quality Assurance

• Comply with quality assurance expectations and standards.
• Quality monitor Privacy Analyst work and provide feedback for coaching associates.
• Support the feedback and coaching sessions for associates in coordination with the Director CEC Privacy.

Guest Relations

• Support all Marriott brand hotels and their customer service aspects primarily in the EU.
• Resolve and negotiate guest complaints with all parties.
• Respond to guest issues addressed to senior members of the Marriott International management team using written communications in a timely and fair fashion.
• Track issues for identification of improvement areas.
• Guide and direct hotel managers of all levels to reach fair and consistent conclusions in resolution of guest issues.
• Use the Standard Operating Procedures and/or Current Best Methods for the brand in question as a means of handling primarily EU guest inquiries. Communicate these standards to all associates within the Guest Relations department so that guest questions are correctly answered, and problems resolved.
• Address guests' service needs in a professional, positive, and timely manner.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Thank guests with genuine appreciation and provide a fond farewell.
• Assist other employees to ensure proper coverage and prompt guest service.

Documentation/Reporting

• Analyze problems and formulate plans to overcome guest and property challenges; make sound and logical decisions based upon each individual situation.
• Assist in an outgoing effort to improve the productivity of the Worldwide Reservation Network and the Guest Relations department by contributing ideas and concepts designed to support their respective goals.
• Maintain computer- and paper-based filing and organization systems for records, reports, documents, etc.
• Handle incoming and outgoing mail, including date stamping and distributing incoming mail.
• Compile, copy, sort, and file records of office activities, business transactions, and other activities.