Front Desk Agent in Desert Breezes Resort at Marriott Vacations Worldwide Call Center

Date Posted: 2/23/2021

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.

To ensure guest satisfaction and safety by providing efficient and courteous service of guest registration, and guest requests. The Resort prides itself with above and beyond customer service for our guests and owners. Therefore, we expect our Staff to maintain a high level of integrity and service and to always attend to our guests’ needs in a professional manner.

Job Expectations:

Display a pleasant, professional and guest oriented attitude at all times. Understand the importance of guest communication and satisfaction. Apply good communication with guests, and co-workers to enhance guest experience. Know and understand resort policies and procedures in entirety. Inform the manager/management of all resort happenings. Must be flexible to work with different shifts/schedule, able to work weekends and holidays.

Essential Functions:

Guest Service:

Display a pleasant, professional and guest oriented attitude at all times.

Accountable for guest satisfaction by ensuring service standards are met, and guests’ needs and concerns are responded to promptly with a focus on service recovery when applicable.

Anticipates and responds to guests in a friendly and positive manner.

Process check-ins and check-outs, verify billing, create reservations, and special process requests.

Assists in achieving business revenue goals by developing and implementing creative service programs designed to increase guest satisfaction.

People Management and Training:

Ensures all required training for department employees is completed and training records are maintained.

Analyzes quality issues, identifies training needs, suggests changes and ensures implementation to improve results.

Utilizes available resources and adheres training policies. Promotes collaboration and a positive, professional work environment. 

Financial Results and Cost Control:

Responsible for assisting in effective labor management through proper scheduling, monitoring, and adjusting based on business needs.

Monitors room availability, follows restrictions, and all booking policies and procedures.

Drives sales and maximizes revenue by up-selling rooms and amenities.

Uses expertise to suggest and implement changes to front desk operations as needed, while maximizing revenue and occupancy. 

Self/Workload Management:

Attends all daily, weekly and/or monthly department meetings to ensure proper communication/planning occurs.

Attention to detail, good communication skills and leadership ability.

Excellent organization skills, a high degree of creativity to facilitate efficient problem-solving.

Manage multiple priorities and work in an environment with frequent interruptions and Follow and Adheres to all Company Policies and Standard Operating Procedures. 

Manage all special projects, and oversee Night Audit to completion and other duties as assigned by the Manager.

Knowledge, Skill and Experience:

Minimum Education (or substitute experience) required:

  • High school diploma or equivalent

Minimum Experience required:

  • Friendly Demeanor

Skills Required:

  • Must have good oral and written communication skills
  • Ability to multi-task
  • Ability to take charge in an emergency situation
  • Ability to sustain high-stress situations

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