Call Center & Telemarketing

When travelers decide to make an initial contact with Starwood Hotels & Resorts, they typically come to us via our branded web sites or they call one of Starwood’s Customer Contact Centers (CCC). Whether using our published national toll free numbers and for callers routed from properties, these customer calls are serviced in one of the seven CCCs located around the world.

Starwood has seven call centers in locations covering every time zone across the globe: Austin, TX; Cork, Ireland; Fall River, MA; Lancaster, CA; Singapore; St. Thomas, Canada and Tokyo, Japan. Many of these locations offer flexible work at home programs. Recruiting for the @home Program in Austin, TX is currently underway.

Associates at our Customer Contact Centers are responsible for handling more than 16 million calls a year with a focus on turning these initial contacts into Starwood guests. Associates at the CCCs are available 24 hours a day, seven days a week and speak over 24 languages. More than $1.5 billion in reservations are booked through the CCCs each year.

Candidates for the Customer Contact Center must be motivated sales people. Each individual associate will work diligently to provide customers with a great deal of knowledge about our properties in a short period of time with the objective to book as much business as possible. As a representative of our brands, each associate is provided in-depth brand and technical training and support to create an exceptional experience for our guests.

Each Customer Contact Center provides associates the opportunity to enhance their skills in the sales and customer service function of our company. Many career opportunities, including transfers to property operations stem from entry level positions within the CCCs. In addition, all centers operate with a Pay For Performance system that helps Starwood recognize, reward and retain our best people with performance-based premiums of up to 50% of base pay.