To understand and support the MVW Vision “To become the preferred provider of vacation ownership and personalized vacation experiences.” Contribute to the success of the Vision by being a source of influence to the vision and MVW.
To be able to represent MVW as the expert in all aspects of the MVW product, usage, and resort information and ensure a smooth transition of owners from the purchase through their first vacation experience. Develop a proactive response to owner issues based on trend analysis and identification of root cause. Initiate projects that support the elimination of these complaints.
To answer all incoming telephone calls and applicable correspondence from MVW Owners in a friendly and efficient manner to ensure that every owner is satisfied.
To use Standard Operating Procedures of MVW Owner Services as a guide to the standards and practices which are to be followed by all associates in this department and discipline so that questions may be correctly answered, problems may be resolved, and compliance with all laws and company policies may be insured.
To maintain a tradition and attitude of having the desire to provide excellent service to all customers and associates in the center which will, in turn, support their efforts to provide excellent service to customers and to other associates of the operation. To respond sensitively to the needs and feelings of others, regardless of status or position; to accept interpersonal differences and to maintain rapport.
To be willing to train and to instruct other members of the department and the operation by passing along skills and information to assist them in their development and advancement.
To strive to become an independent associate, able to analyze problems and to formulate plans to overcome challenges to get work done quickly with a high degree of quality. To make sound and logical decisions and to choose appropriate courses of action based on the parameters of the situation at hand.
Work as an advocate for the customer in resolving any complaints and educate them on their vacation ownership and prepare issue summaries on customer concerns suitable for Senior Management review. Track feedback from owners through all communications.
To help create an ongoing effort to improve the center and the department through personal action and by contributing ideas to support the improvement effort.
To understand the center as a business and to be familiar with any profit objectives and the relationship between this departments budget and budgetary goals of the center.
College or technical degree
To have a minimum experience as a VOA of 1 year to be eligible.
Bilingual 100% English (oral and written) and Spanish.
Understanding all the systems required by MVW.
Demonstrated knowledge of MVW and other Frequent Traveler programs.
To be able to explain complex ideas clearly and concisely to ensure understanding.
Previously demonstrated time management and organizational skills.
Previously demonstrated ability to follow through on all customer inquiries, complaints, or suggestions.
To be able to clearly express oneself through oral means; to properly use such technical factors as grammar, vocabulary, voice inflection, and eye contact.
To be able to express oneself clearly and effectively through written means; to properly use such technical factors as grammar, punctuation and vocabulary. To be able to communicate within the department using email.
Previous experience and ability to work in a multi-session’s Windows environment preferred.
Neat, professional appearance and outgoing people-oriented personality which conveys pride in working for MVW and which is demonstrated by a ready smile and a willingness to assist others.
To be able to work under pressure, goal oriented, team player.
Ability to function calmly in a fast-paced environment handling multiple priorities simultaneously. To be able to deal with situations of a dynamic nature; to be able to modify plans, actions, and decisions in light of changing situations and circumstances.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture