Pros
— The people you work alongside are pretty great. There is a strong sense of solidarity among colleagues given how tough the work is. — There are decent enough opportunities for growth and internal mobility. Most of the people who are in non-customer facing, admin and managerial roles started on the floor in customer facing roles. — If you can get comfortable in customer-facing roles here, all other jobs will feel much less stressful by comparison. Ultimately, this is a decent place to start your career. — The employee discount can be great if you are able to find enough time to travel.
Cons
—Scheduling often results in having "split weekends" i.e 2 days off that are not back-to-back. — The volume of calls is overwhelming, especially considering there is no delay between calls. Ending one usually means a fresh one without even a second to take a breath. Even in internal help desk roles, considered quieter than customer facing ones, you will often receive ~70 calls a day. — The systems are terrible. It's rare to find a tool or piece of software that is reliable or up to standard considering the volume of work. To be honest, it is embarrassing for a company of this scale. Given the widespread system issues, it can be incredibly disheartening work, especially in technical support roles where you send detailed bug reports that rarely get thoroughly addressed. Granted, these technical issues are far above the responsibility of each contact centre, but it has a huge impact on the morale of employees who use these systems every day. They're not a tech company - but you would expect better from the world's biggest hotel chain. — Their sick pay policy/process is shameful. It softened a little throughout the pandemic, but it's still not good enough. — It is incredibly difficult to book PTO. — There is very little transparency on decision-making from management, and often very little communication prior to major changes in policy/workflows/etc. — Salary is average and benefits are poor - especially for employees who work remotely (no stipends toward internet bills, home office set up, etc).