Sales Front Desk Guest Services Associate in Surfers Paradise at Marriott Vacations Worldwide Call Center

Date Posted: 11/22/2020

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.

Meet and greet guests as they arrive for scheduled presentations or stop by the gallery for general information. Ensures that all guests are comfortable and offers refreshments to guests as they wait for presentations. Assign guests to proper Advisors and track and update reports regarding line rotation. Award premiums (gifts) to guests upon completion of presentation and track premium delivery in computer system. Ensure that the common areas in the gallery are neat, clean and stocked with various hospitality items. This role may assist in the childcare of children accompanying presentation guests. 

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

 

Marketing and Sales

•         Enter and update data regarding presentations, site packages, and self-generated leads into computer software system.

•         Research, compile, retain, and/or communicate pertinent information/history to Advisors and/or Managers on a daily/weekly basis.

•         Review the details and scheduling of presentations or preview package to guests who do not have a presentation scheduled.

•         Promote awareness of brand image internally and externally.

•         Create, log and expedite premiums (gifts) for site marketing programs.

Gallery Operations

•         Set up, replenish and break down all hospitality items throughout the gallery in all locations.

•         Ensure that the kitchen preparation room is in order.

•         Ensure all common areas are neat and in order.

•         Oversee and ensure the safety of any children accompanying presentation guests in accordance with corporate guidelines.

•         Work in conjunction with the Sales and Marketing Management and Associates to ensure an efficient tour wave flow throughout the day.

•         Communicate to all marketing department associates tour wave availability.

•         Update tour manifest throughout the day.

•         Complete all Daily Checklists and report and turn into management at the end of shift.

 

Rewards and Gifts

•         Document the distribution of premiums (gifts) in computer software systems.

•         Distribute gifts to guests upon completion of presentation.

•         Maintain, update and balance premium gifting banks on a regular basis.

•         Maintain and update Preferred Merchant List.

Guest Relations

•         Address guests' service needs in a professional, positive, and timely manner.

•         Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

•         Thank guests with genuine appreciation and provide a fond farewell.

•         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.

•         Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.

•         Answer guest questions about property facilities/services (e.g., hours of operation, entertainment, restaurants, special events).

Communication

•         Speak to guests 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.

Policies and Procedures

•         Maintain confidentiality of proprietary materials and information.

•         Follow company and department policies and procedures.

•         Protect the privacy and security of guests and coworkers.

•         Attend meetings as required by Supervisors.

Computer Skills

•         Use computer systems and software packages to input, access, modify, store, or output information.

•         Enter and retrieve data from computer systems using a keyboard, mouse or trackball.

Working with Others

•         Support all co-workers and treat them with dignity and respect.

•         Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

•         Develop and maintain positive and productive working relationships with other employees and departments.

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.

Other:

•         Perform all tasks in a timely manner ensuring all deadlines are met.

•         Perform other reasonable duty or function that may be assigned by management.

•         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 feeling of others, regardless of status of position; accept interpersonal differences and maintain a constructive rapport with all associates and customers.

•         Maintain computer systems knowledge (Microsoft Office and MVCI Marketing systems).

•         Maintain current computer systems knowledge as used by the company.

•         Work with all colleagues as a team, supporting the needs within that team and those of the business at all times.

COMPETENCIES, BASIC SKILLS, PERSONAL CHARACTERISTICS

Sales

  • Product Promotion
  • Customer Loyalty

Analytical Skills

  • Learning
  • Computer Skills

Administration

  • Telephone Operations
  • Office Equipment
  • Typing
  • Filing
  • Record Retention

Communications

  • Listening and Comprehension
  • Telephone Etiquette Skills
  • Communication – verbal, electronic
  • English Language Proficiency (second language as required)
  • Applied Reading

Interpersonal Skills

  • Diversity Relations
  • Customer Service Orientation
  • Team Work
  • Interpersonal Skills

Personal Attributes

  • Integrity
  • Positive Demeanor
  • Initiative
  • Dependability
  • Stress Tolerance
  • Adaptability/Flexibility
  • Professional Demeanor
  • Property Knowledge

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