Advisor, IRFS Hyatt in ILG Intl HDQ Kendall FL at Marriott Vacations Worldwide Call Center

Date Posted: 11/11/2020

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.

Nature of Work

This position is responsible for providing high level of customer service to Hyatt Residence Club members while professionally and effectively servicing members in the areas of external and internal reservations, exchanges, getaways, renewals and travel. Educates and guides members on how to effectively utilize their membership and the services provided by the Hyatt department.

Duties and Responsibilities

Receives and services inbound Hyatt Residence Club member calls and provides quality, courteous, and accurate service to all Hyatt members.

Provides back office support for Hyatt transactions including reservations, cancellations, and point banking transactions.

Performs exchange services, placing pending requests, deposits and exchange confirmations.

Assists members with all travel arrangements, including booking airline, car rental and hotel reservations.

Make Welcome calls to new owners on an ongoing basis

Ensures members understand the use of their Hyatt Residence Club membership and reviews reservation and cancellation fees and policies with members.

Advises Hyatt Residence Club members of their banking and point window deadlines for each use year.

Collects maintenance fees, Club dues and processes payments such as reservation, cancellation, rental, dues, and maintenance fees.

Educates members on Interval International services in order to maximize their benefits.

Documents detailed accounts of each call within the Hyatt and Interval International systems, while also documenting any member concerns.

Assists answering incoming calls from Hyatt Residence Club skills, Exchange or any other areas as needed.

Explains all Hyatt Residence Club windows, rental programs, related programs, float program and/or any other product lines required.

Performs any other duties and responsibilities as assigned by a member of the management team.

Knowledge, Abilities, and Skills

Must possess a minimum of six months of Exchange experience.

Preferred knowledge and experience of backroom servicing and point-based programs.

Must possess excellent problem solving and customer service skills.

Must possess excellent verbal and oral communication skills.

Must demonstrate proper phone etiquette.

Must be familiar with both AS400 & iServices application.

Must be detail oriented and possess excellent organizational skills.

Must possess outstanding customer service skills, with a minimum average of 90% on their Quality Assurance monitoring evaluations for the last 6 months.

Must be able to manage time and handle multiple tasks simultaneously.

Must be able to work efficiently and in a timely manner.

Must be able to work weekends, rotating shifts, holidays and overtime.

Physical Requirements

Sitting, standing, manual dexterity (writing, typing, handling), operation of automated equipment (i.e., computer).

*Departmental requirement is that an employee be on the phone a minimum of 7 hours per day. Employees receive a half hour lunch and when possible, two fifteen minute breaks per day.

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