Guest Relations Associate in Marriott's Bali Nusa Dua Gardens at Marriott Vacations Worldwide

Date Posted: 5/13/2024

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.

JOB SPECIFIC TASKS

Marketing and Sales

  • Enter and update data regarding sales presentations, site packages, and self-generated leads into computer software system.
  • Research, compile, retain, and/or communicate pertinent sales information/history to Sales Executives and/or Managers on a daily/weekly basis.
  • Review the details and scheduling of sales presentations or preview package to guests who do not have a sales 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 sales 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 sales presentation guests in accordance with corporate guidelines.
  • Work in conjunction with the Marketing and Sales 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 sales 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.

Guest Relations Transport

  • Coordinate transport requirements to assigned destinations.
  • Transport management and other designates associates or business visitors from/to assigned destinations.
  • Complete safety training and driving certification as necessary.
  • Inspect vehicles for damage and cleanliness. 
  • Document all trips prior to the start of and at the conclusion of each trip
  • Park vehicle in designated location when not in use.
  • Check tire pressure and fluid levels for property vehicle and refuel as necessary. 
  • Notify appropriate personnel of any vehicle maintenance needs
  • Scheduling vehicle for regular maintenance and service
  • Make sure vehicles are in good condition
  • Keep the vehicle’s key in safe place at all time.
  • Document all vehicle incidents (i.e., damages, accidents) and provide reports of incidents to manager/supervisor.
  • Perform other duties as requested by the management.

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 the 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 the times.

#imvwap

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

Job Requirements

#AP/EME Sales & Marketing

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