Case Study - Marriott International Regional Office

01 — Challenge

Managing reservations for 8,900+ properties worldwide came with frequent conflicts, especially billing disputes, duplicate bookings, and last-minute changes.

These issues often involved VIP government officials, corporate executives, and elite Bonvoy members, where the stakes were high and emotions could run strong.

The challenge was not only resolving each conflict but doing so consistently in a way that upheld Marriott’s reputation and policies.

02 — Solution

Developed a methodical approach to conflict resolution, which I adapted and applied to every case:

1. Listen & Clarify → I ensured the guest felt heard by actively listening, then restating the issue to confirm understanding.

2. Investigate → Using Salesforce Empower, I reviewed booking histories, billing details, and property notes to identify the root cause.

3. Align with Policy → I cross-checked against Marriott’s guidelines to determine what was possible, keeping both fairness and compliance in mind.

4. Offer Solutions → I presented the guest with clear, actionable options — such as securing upgrades, alternate accommodations, or adjusted billing — while ensuring expectations were realistic.

5. Follow Through → I personally confirmed that the resolution was implemented and followed up with the guest to close the loop.

03 — Results

• Consistently defused high-tension situations by applying a structured process.

• Resolved billing disputes and booking errors quickly, reducing escalation to management.

• Maintained strong relationships with VIP clients through transparent and empathetic handling.

• Recognized as Associate of Quarter 2 for outstanding service delivery, conflict resolution, and measurable revenue impact.