Encore Executive in Costa del Sol M&S Team at Marriott Vacations Worldwide Call Center

Date Posted: 8/14/2019

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.

POSITION SUMMARY

Promote awareness of brand image internally and externally. Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott Vacationclub. Recognize opportunities to up-sell the customer and sell enhancements to create a better Marriott Vacationclub experience or event. Encourage guests or callers to purchase or schedule 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. Determine and give premiums to guests as gifts for their patronage (e.g., rewards points, vouchers). Answer guest questions about property facilities/services. Receive, record, and relay messages accurately, completely, and legibly.

Follow all company policies and procedures; ensure personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. 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; use telephone and email with 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. Comply with quality assurance expectations and standards. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance; stand, sit, or walk for an extended period of time. Perform other reasonable job duties as requested by Supervisors

CRITICAL TASKS

Tour generation

  • Dedicated to generating new tours via the Encore programme
  • Responsible for Encore post sales process
  • Present the Encore programme in its entirety to the Tour no Sales
  • Fill out the purchase form and get credit card authorization from customer.
  • Ensure that customers leave with a good feeling about their experience.
  • Perform necessary follow-up
  • Maintain computer systems knowledge (Goldmine, Outlook, Word and Excel).

Policies and Procedures

  • Follow company and department policies and procedures.
  • Protect the privacy and security of coworkers.
  • Maintain confidentiality of proprietary materials and information.
  • Ensure nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
  • Perform other reasonable job duties as requested.

Guest Relations

  • Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
  • 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.
  • Thank guests with genuine appreciation and provide a fond farewell.
  • Address guests' service needs in a professional, positive, and timely manner.

Communication

  • Speak to guests and co-workers using clear, appropriate and professional language.
  • Talk with and listen to other employees to effectively exchange information.

Physical tasks

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

Sales

  • Promote awareness of brand image internally and externally.
  • Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott Vacationclub.

Working with Others

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

Quality Assurance/Quality Improvement

  • Comply with quality assurance expectations and standards.

Physical Tasks

  • Enter and locate work-related information using computers systems.
  • Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

CRITICAL COMPETENCIES

Analytical Skills

  • Computer Skills
  • Learning
  • Problem Solving
  • Decision-Making

Interpersonal Skills

  • Customer Service Orientation
  • Influence
  • Team Work

Communications

  • Communication
  • Listening
  • Telephone Etiquette Skills
  • English Language Proficiency
  • Applied Reading

Personal Attributes

  • Dependability
  • Initiative
  • Integrity
  • Presentation
  • Stress Tolerance
  • Positive Demeanor

Organization

  • Time Management

Administration

  • Typing

PREFERRED QUALIFICATIONS

Education

High school diploma/G.E.D. equivalent

Related Work Experience

At least 1 year of related work experience

Supervisory Experience

No supervisory experience is required

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