Guest Service Agent in MVO MVC Club Son Antem at Marriott Vacations Worldwide

Date Posted: 2/8/2024

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.

POSITION SUMMARY

Contribute to the success of the organization welcoming guests to the sales centre. Greets customers, responds to switchboard telephone calls and maintains client and tour records according to MVCI standards.

CRITICAL TASKS

OVERALL RESPONSIBILITIES:

  • Guarantees the Guest Experience Program (greet & meet customers) according to internal guidelines.

ESSENTIAL JOB FUNCTIONS:

Sales Reception

  • Reconfirms bookings with clients on morning of presentation.

  • Greets and collects invitations from tours, seats clients and ensures completion of client sheets where necessary.

  • Provides refreshment to clients as needed.

  • Administers the Sales line, together with sales management, taking into account priorities and language requirement / capability / power/ preview/ local line Monitors Sales.

  • Maintains the manual reception log file which list client / tour information, source code, sales executive responsible for each tour and the future appointments.

  • Prepares and issues gift vouchers for the clients.

  • Ensures Encore reps are called for all TNB (tour no buy).

  • Ensures all Tours are logged correctly in OTM and manual log daily, following correct SOP’s.

  • Produces weekly “Closing of the week” reports: reception report, tour counter.

  • Prints necessary reports to control accuracy of OTM input and tour management.

  • Update tour manifest as per SOP and ensure all correctly closed by end of each sales week.

General

  • Ensures that buggies are charged every day and ready on start point for SE’s. 

  • Controls the issue and return of the Show home and Buggy keys.

  • Keeps Sales center clean and tidy, ensuring all lights and plants are maintained.

  • Maintains sufficient stock of food and beverages for clients.

  • Makes reservations for golf and restaurants for clients as requested.

  • Answers switchboard telephone calls and forwards messages accordingly.

  • Prepares and distributes internal/external post.

  • Prepare all necessary reports, letters and vouchers for HP clients.

  • Deals with any issues or requests relating to HP clients before, during and after their stay liaising with suppliers (Villas / Sixt / Corporate etc) to maximise customer satisfaction.

  • Strives to keep No Show & No Tour % to a minimum

  • Follows up problem resolution in writing and records any issues in Goldmine.

  • Provides / guarantees ground handler support

  • Inputs new owner information into Goldmine.

  • Referral generation administration and liaison with GM administrator in CDS. Monitoring and communicating referral generation numbers to generators and administrators and ensuring report accuracy.

Marketing Reception

  • Checks client and membership details in OTM and Inhouse list.

  • Assists Sales and Marketing printing VIP cards for owners.

  • Schedules appointments in the according system for Sales Executive and Marketing Coordinator.

OTHER:

  • Performs other related tasks as assigned by management

  • Complies with MVCI company policy and procedures

  • Covers back office associates tasks when needed

JOB QUALIFICATIONS:

  • Must speak fluent English, German and Spanish preferably

  • Excellent customer service skills

  • Good organizational skills

PHYSICAL JOB REQUIREMENTS:

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

Policies and Procedures

  • Follow company and department policies and procedures.

  • Protect the privacy and security of coworkers.

  • Maintain confidentiality of proprietary materials and information.

Communication

  • Speak to guests and co-workers using clear, appropriate and professional language.

  • Talk with and listen to other employees to effectively exchange information.

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.

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

Languages required

English, German, Spanish

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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