The Senior Manager, Executive Resolution leads the resolution of complex or high-profile guest concerns for Marriott’s Customer Engagement Center in Singapore. The role requires strong experience in customer care, complaint handling, service recovery, escalation management, and team leadership, ideally within hospitality, travel, or a contact-center environment. Excellent written and verbal English, sound judgment, negotiation skills, data analysis ability, and confidence communicating with senior stakeholders are expected. The successful candidate will investigate cases, coordinate with hotels and corporate teams, identify recurring service issues, protect Marriott’s brand reputation, and deliver timely, empathetic resolutions. A customer-focused mindset, discretion, resilience, and the ability to manage sensitive matters across cultures are essential.
Marriott International is one of the world’s largest hospitality companies, operating and franchising thousands of hotels and resorts across numerous countries and territories. Its portfolio includes well-known brands such as Marriott Hotels, JW Marriott, The Ritz-Carlton, Sheraton, Westin, W Hotels, St. Regis, Renaissance, Courtyard, and many others. Marriott serves leisure and business travelers through accommodations, dining, meetings, loyalty programs, and customer support operations. The Customer Engagement Center in Singapore supports guests, hotels, and corporate functions across the Asia-Pacific region. The company places strong emphasis on hospitality, integrity, inclusion, service excellence, associate development, and protecting guest trust. Employees may receive benefits such as medical coverage, travel discounts, performance incentives, and opportunities for international career mobility, depending on the position and employment terms.
Singapore is a compact, highly connected island city-state and a major hub for hospitality, tourism, aviation, finance, technology, and regional customer-service careers. Marriott and other international hotel groups offer opportunities in hotel operations, reservations, guest relations, sales, finance, technology, and corporate support. The culture is multicultural, efficient, and generally professional, with English widely used at work. Lifestyle options range from modern shopping districts and global cuisine to parks, waterfront areas, museums, and lively neighborhood markets. Public transport is excellent, although housing and daily expenses can be high. Foreign professionals normally need an employer-sponsored work pass, commonly an Employment Pass or S Pass, subject to salary and qualification requirements. Candidates should secure an offer before relocating, confirm medical and insurance coverage, budget carefully for rent, and check current immigration rules with Singapore’s Ministry of Manpower.
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