Activations Coordinator in Surfers' Call Center at Marriott Vacations Worldwide Call Center

Date Posted: 9/10/2018

Job Snapshot

Job Description

JOB SUMMARY

 Supports Assistant Marketing Manager, Call Centre in reporting and implementing solutions to enhance programs.Perform general office duties to support Assistant Manager (e.g., filing, sending emails, typing, faxing, copying). Prepare market-related documents

The role is to promote awareness of brand image internally and externally. Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott, including up-selling. Communicate with potential owners via telephone to set up preview package sales/tours. Explain details and requirements related to attending a sales presentation to potential owners and verify that individuals meet eligibility requirements. Overcome potential owner objections while maintaining a polite and enthusiastic demeanor. Encourage guests or callers to purchase or schedule preview package sales/tours. Check availability of accommodations and dates, including finding alternative dates or options if first choice is not available. Answer guest questions about property facilities/services. Contact appropriate individual or department (e.g., Sales, Data Administration, Accounting) as necessary to resolve guest calls, requests, or problems. Contact Call Centre packages prior to their arrival offering pre-arrival services, confirming travel and tour requirements and liaising with relevant teams or suppliers to deliver onsite service when not onsite.

 Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect the privacy and security of guests and coworkers. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards. Move, lift, carry, push, pull, and place objects weighing less than or equal to 4.5 kilograms without assistance. Perform other reasonable job duties as requested by Supervisors.

 CANDIDATE PROFILE

 Preferred Education and Experience

  • High school completion or equivalent
  • Related work experience

 Required Qualifications

  • Proficiency in reading and writing English (additional language required for certain positions)

 Willing To:

  • Work in contact with the general public using strong communication and customer service skills
  • Demonstrate openness to adapt to different cultural contexts based on location
  • Must be willing to be flexible across shifts as required by business needs

 JOB SPECIFIC TASKS

 Activations:

  • Assisting 'live' verification for bookings submitted from Package/Day Teams
  • Responsible for slot allocations and schedules
  • Acting QA during verification calls to eliminate incident reports
  • Liaise with brokers through calls/ emails for any bookings submitted and maintain good log record for them
  • Daily duties include handling customer service hotline for MVC reservations or enquiries for non-members and assist to resolve any complaints

 Sales

  • Promote awareness of brand image internally and externally.
  • Recognize opportunities to up-sell the customer and sell enhancements to create a better MVC experience or event
  • Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott Vacation Club

Preview Package Sales/Tours

  • Explain details and requirements related to attending a sales presentation to potential owners.
  • Verify that individuals meet eligibility requirements for preview package sales/tours prior to scheduling a tour for a Marriott vacation club property.
  • Overcome potential owner objections while maintaining a polite and enthusiastic demeanor.
  • Communicate with potential owners via telephone to set up preview package sales/tours, including explaining the opportunities available and answering questions.
  • Encourage guests or callers to schedule/book preview package sales/tours.
  • Check availability of accommodations and dates, including finding alternative dates or options if first choice is not available. Work with the Telemarketing team(s) to promote Marriott Vacation Club's offerings and activate/book open dated packages into available dates Enter all leads/prospects/referrals into appropriate systems in an organised and accurate fashion

 Coordination

  • Print/Prepare following days' arrival passports; Print iticket vouchers
  • Prearrival phone calls for high VPG call centre package guests
  • Organize expressions, transport options and restaurant bookings
  • Develop and provide enhancements to the prearrival process, including new email/sms methods to increase VPG
  • Provide support to the onsite prearrival team
  • Assisting with reporting for pre-arrivals
  • Allocating of calls for pre-arrival team

 Guest Relations

  • Answer guest questions about property facilities/services (e.g., hours of operation, rates and room types, packages, promotions, entertainment, restaurants, special events).
  • Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
  • Contact appropriate individual or department (e.g., Sales, Data Administration, Accounting) as necessary to resolve guest calls, requests, or problems.
  • Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
  • Address guests' service needs in a professional, positive, and timely manner.
  • Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
  • Thank guests with genuine appreciation and provide a fond farewell.
  • Ensure friendly verbal communication with guests, using the guest's name when possible.

 Marketing and Sales

  • Where applicable, offer tickets to local attraction, theme parks, and events for sale to guests.
  • Provide information about the Sales Presentation Tour and answer any questions about the tour.
  • Overcome objections to participating in a Sales Presentation Tour while maintaining a positive rapport.
  • Arrange transportation for tour guests to the Sales Gallery and ensure they arrive on time for the Sales Presentation Tour.
  • Undertake pre-arrival calls for Holiday Preview Packages to Australian sales sites

 Guest Relations

  • Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
  • Address guests' service needs in a professional, positive, and timely manner.
  • Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
  • Provide detailed information about property amenities.
  • Recommend local restaurants and activities based on customer preferences.
  • Offer to provide reservation services for local restaurants, golf courses, tours, or other attractions.
  • Assist other employees to ensure proper coverage and prompt customer service.

 Communication

  • Speak to customers and co-workers using clear, appropriate and professional language.
  • Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
  • Talk with and listen to other employees to effectively exchange information.
  • Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

 Working with Others

  • Support all co-workers and treat them with dignity and respect.
  • Develop and maintain positive and productive working relationships with other employees and departments.
  • Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality. Partner with and assist others to promote an environment of teamwork and achieve common goals.

 Quality Assurance/Quality Improvement

  • Comply with quality assurance expectations and standards.

 Physical Tasks

  • Enter and locate work-related information using computers and/or point of sale systems.

Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance

 Computer Skills

  • Use multiple computer systems and software packages to cross reference, input, access, modify, store, or output information
  • Enter and retrieve data from computer systems using a keyboard, mouse or trackball.

 Policies and Procedures

  • Maintain confidentiality of proprietary materials and information.
  • Follow company and department policies and procedures.
  • Protect the privacy and security of customers and coworkers.
  • Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures
  • Attend meetings as required by Manager.
  • Perform other reasonable job duties as requested.

Safety and Security

  • Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.

 Other

  • Perform all tasks in a timely manner ensuring all deadlines are met.
  • Perform other related tasks as assigned by management.
  • Comply with MVW and MVCI policies and procedures.
  • Be proactive and have a flexible approach to work, meeting the needs of the team and the business at all times.
  • Maintain an attitude and commitment to provide excellent service to all customers and associates.
  • Respond sensitively to the needs and feelings of others, regardless of status or position; accept interpersonal differences and maintain a constructive rapport with all associates and customers.
  • Maintain a working knowledge of all MVWC and MVCI product lines.
  • Maintain computer systems knowledge (Microsoft Office - email, Word etc.).
  • Work with all MVW and MVCI colleagues as a team, supporting the needs within that team and those of the business at all times.

 COMPETENCIES, BASIC SKILLS, PERSONAL CHARACTERISTICS

  • Experience in direct marketing or promotional sales will be advantageous.
  • Proficiency in English (additional languages an advantage).
  • Intermediate computer with proficiency in the use of Microsoft Office computer word-processing skills with specific knowledge of Microsoft Excel and Word.
  • Ability to work under pressure, manage multiple priorities, and be a self-starter.
  • Ability to work within tight deadlines and meet targets. Proven ability to work in a team environment and interact with all levels of the organization.
  • Excellent written and oral communicative, verbal and non-verbal listening skills.
  • Positive and enthusiastic attitude.
  • Presents a professional and knowledgeable image.
  • Represents MVCI in a courteous, enthusiastic and diligent manner.
  • Persuasive techniques.
  • Patience and understanding, especially with any language related barriers.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.