Marriott International reviews

Nothing bad to say to be honest. Only reason why I left is because the manager is trash. Incompetent, 0 leadership qualities, lazy & practice favoritism. She will purposely arrange colleagues who are close to her to work those easy shifts and those who aren't close to her will be assigned to work weekend shifts most of the time. Lazy boss. Will snake around during work or report to work late. There will be times I needed her help, but she's not replying my Skype msg for hours. 0 knowledge. She has 0 knowledge about our work. Whenever we needed help with our tasks, she's will nvr help and we end up needing to look for seniors from other regions to help. Imagine in the team for 3 years and we nvr had a team meeting before. I had a feeling she dont dare to organize a team meeting as we will ask her so many questions that she cant answer. No wonder she only got 3/10 for her annual review.

Afterwards, the Member Services Division became metrics driven versus customer service driven. The newly applied metrics required a rep to attempt to resolve an issue within approximately five minutes. If the call could not be resolved within the time constraints, the rep was required to expedite the complaints, no matter the seriousness of the complaint, to any number of various specialty groups. Otherwise the rep's statistics would be downgraded. In other words, the rep had no choice but to not service the complaint appropriately. The members would call back saying that no one resolved their issue. In addition, the pandemic created a phenomenon of people from every walk of life calling in to angrily vent with customer services representatives. The calls became simply outrageous. No amount of money makes this type of position worthwhile. This environment can only lead to dissatisfied members and loss of business.