Additional Information

Job Number 26113956

Job Category Reservations

Location Western Sarnia-Lambton Research Park, Sarnia, ONT, Canada, N7S 6L2 VIEW ON MAP

Schedule Full Time

Located Remotely? Y

Position Type Management

Pay Range: $83,400 - $116,000 Annually

Bonus Eligible: Y

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.

Modeled after best in class concierge and premium advocacy desks, this role sits at the intersection of empathy, decisiveness, executive communication, and brand stewardship.

The Senior

Manager is responsible ensuring issues are resolved quickly, often on first contact, while coordinating seamlessly across internal partners. This role is hands-on, outcome-driven, with relentless focus on the customer experience.

CANDIDATE PROFILE

Required

Education and Experience

- 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.

OR
- High school diploma or GED; five years of experience in customer service, contact center, service recovery environment, or related professional area.

Preferred

- Adept at managing and communicating with senior level stakeholders




- Experience triaging and managing escalated customer service issues
- Solid analytical and problem-solving capabilities

CORE WORK ACTIVITIES

- Personally leads and owns the 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 reinforce trust and ensure satisfaction.
- Partner with Legal, Corporate Communications, PR, Loyalty, and Operations as needed.
- Maintain composure and decisiveness in fast-moving, high-pressure scenarios.
- Recognize when to escalate versus when to act independently.




- Surface recurring themes or risks observed through executive cases.
- Contribute to the refinement of the Executive Resolution standard operating procedures and service level standards.
- Research, develop, and share insights, data, and analytics impacting the area and customer experience.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. Notification to Applicants: CEC Sarnia takes seriously its obligations under provincial human rights and accessibility legislation (such as the Accessibility for Ontarians with Disabilities Act, 2005, the Accessibility for Manitobans Act, and Nova Scotia Accessibility Act). We are happy to provide accommodations to job applicants needing assistance. If you require an accommodation in relation to this job posting, our online application or an interview, please call (phone hidden) or email [email protected] and a member of our Human Resources team will respond to your request. Please note that this phone number and email are only for those individuals who would like to request an accessibility accommodation as part of the recruiting process.

This posting is for an existing vacancy.

📌 Senior Manager, Executive Resolution - Canada (Sarnia)
🏢 Marriott International
📍 Sarnia