Internet Communications Working Supervisor, Bilingual (Japanese/English) in Salt Lake City Call Center at Marriott Vacations Worldwide Call Center

Date Posted: 5/22/2018

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.

Process all reservation requests, changes, and cancellations received by phone, fax, mail, internet request or in person. Identify owner reservation needs, check availability of owner occupy reservations, and find alternative dates or accommodations if needed. Verify all reservation information with callers to ensure accuracy and explain guarantee and cancellation policies. Answer owner questions about property facilities, services, and surrounding areas. Assist Owners & Members with additional travel plans and vacation ownership usage options. Resolve owner service recovery issues (e.g., complaints, reservation errors). Respond with professionally written responses to written correspondence inquiries from Members & Owners. Input and access data in computerized systems by entering correct information into proper fields. Perform quality checks to balance and address red flags in the reservation systems.

In addition to Internet Communication Specialist duties this role with serve as a working supervisor and will: monitor employee communications to ensure quality service, organize and provide information to employees on issues related to vacation ownership, including informing others of policy and procedure changes. Receive, record, and relay messages accurately, completely, and legibly. Promote awareness of brand image internally and externally. Take ownership of, and assists with escalated issues and works on the issue until a satisfactory resolution has been achieved.

Assist management in training, counseling, and motivating and coaching employees. Monitor the performance of others to ensure adherence to quality expectations and standards. Create and deliver formal documentation to direct reports, including but not limited to, annual reviews and disciplinary actions. Follow all company policies and procedures; maintain confidentiality of proprietary information; protect the privacy and security of guests and coworkers. 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. 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. Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings.

Act in a consultative capacity for translation work with regards to collateral and communication pieces (including but not limited to web pages, monthly newsletters, letters to customers, and communication templates) concerning the company's products, usage rules and usage options within the designated turnaround time so as to ensure every customer is communicated with in a timely, professional and accurate manner.

Clearly and effectively express oneself in Japanese & English through written means utilizing appropriate grammar, punctuation, and vocabulary. Explain complex ideas clearly and concisely in writing. Proofread documents and provide feedback on grammar, structure, spelling, and program information. Work in a fast-paced environment while handling multiple priorities simultaneously; deal with situations of a dynamic nature, and make decisions in light of changing situations and circumstances.

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. Perform other reasonable job duties as requested by Supervisors.

Marriott Vacation Club Owner Services Salt Lake City Call Center currently has openings for Internet Communication Asia Specific Specialist (Japanese Bilingual) located at 310 Bearcat Drive.

  • Fluent in English and Japanese (written/oral communication) -- required.
  • Full-Time
  • Current hours of operation: Monday - Friday 6:50 a.m. - 6:20 p.m.**
  • Saturday and Sunday 6:50 a.m. - 3:20 p.m.**
  • $16.25 per hour - paid training
  • Initial training is Monday -- Friday, 9:30 a.m. - 6:00 p.m.
  • Opportunity to earn incentive pay
  • Resume and cover letter required
  • Class begins ASAP.

** Those working the closing shift may be required to stay until the phone lines are cleared and all customers have been helped.

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