The Senior Manager, Customer Resolution leads teams responsible for resolving complex guest concerns, service recovery cases and escalated customer issues across Marriott’s customer engagement operations. Requirements typically include substantial experience in customer care, contact-centre operations, hospitality or complaint resolution, along with strong leadership, coaching, communication and problem-solving skills. The candidate should be comfortable analysing service trends, improving processes, managing performance metrics and collaborating with hotels and corporate departments. Fluency in English is expected, while additional languages and experience with CRM or customer case-management systems are advantageous. The role requires sound judgement, empathy, resilience and the ability to handle sensitive cases professionally while protecting guest loyalty and Marriott’s service standards.
CEC Singapore refers to Marriott International’s customer engagement operations in Singapore. Marriott International is one of the world’s largest hospitality companies, operating and franchising a broad portfolio of hotels and resorts across many brands, including Marriott Hotels, JW Marriott, Sheraton, Westin, W Hotels, The Ritz-Carlton, St. Regis and Courtyard. Its customer engagement teams support guests, members and hotel colleagues through reservations, loyalty assistance, service enquiries and issue resolution. The Singapore centre operates in a highly international environment and may support customers across Asia-Pacific and other markets. Employees typically work within structured service, quality and performance frameworks, with opportunities to collaborate across hotels, markets and corporate functions. Marriott is also known for its Bonvoy loyalty programme and emphasis on guest experience, associate development, inclusion and hospitality-focused career progression.
Singapore is a compact, highly connected city-state with strong opportunities in hospitality, tourism, aviation, finance, technology, healthcare and customer operations. English is widely used at work, while Mandarin, Malay, Tamil and other languages can be valuable in regional service roles. The culture is multicultural, efficient and generally respectful of punctuality, service quality and workplace professionalism. Lifestyle advantages include excellent public transport, reliable infrastructure, diverse food, modern shopping areas, parks and easy access to Southeast Asia. Housing and daily expenses can be high, especially in central districts, so budgeting is important. Foreign professionals normally need an employer-sponsored work pass; managers may qualify for an Employment Pass, subject to salary, qualifications and government assessment. Employers usually guide applications, but candidates should confirm current Ministry of Manpower rules. Research neighbourhoods, healthcare, taxes and rental costs before relocating.
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