Leisure & Hospitality International - Fall 2013 - 111

Marriott Global Sales and Customer Care

www.m a r r io t t .co m H ead q u ar te rs : Wa s h in g to n , D .C. Re ve nu es :
$ 5 .2 b illio n E m p l oye e s : 3 ,0 0 0 Re ne e B u o ni nco nt r i , v i ce p re s id e nt :
“We treat our people the way we want them to treat our guests.”

A positive company culture sets Marriott’s global sales and customer care department apart.

Commit to Caring

Marriott’s dedication to hospitality extends beyond its hotels to include the workplace
environment of its global sales and customer care associates. BY JIM HARRIS
On the surface, Marriott’s global sales

ciates may not be that different from

of sales and customer care operations

and customer care department is similar

those of Marriott’s competitors, the envi-

for Marriott. “There’s a strong culture in

to other large contact center operations.

ronment they work in and their overall

our company of taking care of our asso-

Associates spend their workdays taking

job satisfaction is.

ciates and creating a work environment

reservations, handling customer ques-

“In most cases, our sales positions

tions or concerns and supporting the hos-

and contact center jobs are similar to

pitality giant’s Marriott Rewards program.

those of our competitors, but what really

But although the basic job duties and
responsibilities of the department’s asso-

that is so productive and positive that
people choose not to leave.
“We treat our people the way we want

sets us apart is our company culture,”

them to treat our guests,” she adds.

says Renee Buonincontri, vice president

“We’re very grateful for our associates, so

Fall 2013 L e i s u r e a n d H o s p i t a l i t y I n t e r n a t i o n a l | w w w. l h i m a g a z i n e . c o m

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Table of Contents for the Digital Edition of Leisure & Hospitality International - Fall 2013

Contents
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Leisure & Hospitality International - Fall 2013 - Cover3
Leisure & Hospitality International - Fall 2013 - Cover4
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