Manager Community Relations in Orlando, FL at Marriott Vacations Worldwide

Date Posted: 11/19/2019

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.

Generic Position Summary

As a member of the professional staff, contributes general knowledge and skill in a discipline area (e.g. Accounting, Finance, Human Resources, Information Resources, Operations Planning & Support, Sales & Marketing) to support team and/or department objectives. Generally, works under close supervision or within well-established guidelines to complete routine tasks.

Specific Job Summary

Ensure a timely and effective response to customer issues (comments, complaint and compliments) on behalf of Marriott Vacations Worldwide.

Exercise authority to make decisions for the division in the resolution of customer complaints and customer service exceptions.

Reports to: Director, Corporate Customer Care

Interfaces with: Inter/Intra department personnel at many levels of the organization, including corporate departments, resort sites, off-site offices, owners, customers, partners, and exchange company.

Generic Expected Contributions

  • Responds to, solves and makes decisions on standard/routine business requests with limited risk.
  • Responsible for own work and contributing to team, department and/or business results.
    Assists more senior associates in achieving business results by:
    - utilizing technical knowledge and skills to enhance business processes.
    - establishing priorities for self and, where appropriate, others.
    - allocating own time effectively to meet goals in a manner that does not disadvantage other associates or groups.
    - contributing to department/unit budget as appropriate (i.e., input, following guidelines, etc).
  • Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
  • Performs other duties as appropriate.

Specific Expected Contributions

Manage the Customer Service Strategy and Customer Response Policy for Marriott Vacations Worldwide to include:

  • Serve as the customer advocate: infuse customer interests, expectations and behavior in proactive measures.
  • Manage the priority response process for customer complaints, requests, questions from all communication sources including phone calls, mail, email and social media.
  • Maintain confidentiality regarding all business matters.
  • Take a proactive approach to customer service.
  • Ensure proper tracking of customer contacts on Marriott Vacations Worldwide issue tracking systems.

Generic Candidate Profile

Successful candidates should possess knowledge and experience and demonstrate strong leadership and relationship skills.

Specific Candidate Profile

  • 2-3 years experience in a customer service operation.
  • Prefer at least 2 years experience with Marriott Vacation Club
  • College Degree or equivalent work experience
  • Ability to work alone and make decisions independent of daily supervision
  • Strong customer service focus and skills with previous experience in proactive techniques.
  • Good time management skills
  • Highly developed problem-solving skills.
  • Mature professional attitude with good interactive personal skills.
  • Excellent verbal and written communication skills.
  • Detail-oriented; strives for excellence in all assignments.
  • Professional demeanor and appearance
  • Excellent organizational skills to manage multiple task/priorities simultaneously. 
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.


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