Member/Referral Accounts Clerk (Marketing) at Marriott's Bali Nusa Dua Gardens with Marriott Vacations Worldwide - Career Site

Date Posted: 11/11/2017

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 Summary

Facilitate exceptional hospitality and service by enhancing the Members and Owners experience.

Work as a member of the Guest Services Department supporting several aspects of the Marketing and Sales Operation including Reception Desk Operations, Pre-Arrival Operations, Lobby Greeter and Arrival Experience Operations. Generate business travel leads, facilitate customer service events and promotions that drive loyalty and share in the business travel segment. Assist with research and follow up on referrals to ensure cost-effective gifting process. Promote awareness of brand image internally and externally.

Report accidents, injuries, and unsafe work conditions to manager. Follow all company policies and procedures; ensure uniform and personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats; move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance; stand, sit, or walk for an extended period of time. Enter and locate work-related information using computers and/or point of sale systems. Perform other reasonable job duties as requested.

Core Work Activities

Marketing and Sales Operations

  • Welcome call to all new members
  • Consolidate all "first responder" request from the sales team on behalf of Members or with a focus on Australia Members
  • Liaise with Member Services in Singapore/US for reservations and advanced member issues
  • Pre-arrival calls to referral packages (possibly Encore as well) prior to arrival and coordination of personalized greeting upon arrival where possible
  • Harvest APOS referral names from members for referral campaigns
  • Meet with walk-in clients and qualify lead for account/sales manager.
  • Build and strengthen relationship with existing and new Members and Owners to enable future bookings.
  • Coordinate and plan all familiarization trips and in-market customer events.
  • Interact with guests to develop relationships, obtain feedback on guest satisfaction, and qualify their business (e.g., stay patterns, company or project travel volume and policies, individual guest preferences and personal data.)
  • Work collaboratively with the Director of Sales, Assistant Sales Manager, Sales Executives in resolving issues.
  • Collect leads, engaging with current members and owner and providing feedback on customer comments, trends, and issues.
  • Actively promote location outlets, provide opportunities for trial through special events and gatherings, and facilitate promotional marketing to members and owners.
  • Promote awareness of brand image internally and externally.
  • Maintain database of active, with owners to communicate with for: special and special events.
  • Perform general office duties to support Marketing (e.g. filing, sending emails, typing, sending outgoing faxes, delivering incoming faxes, copying, opening or distributing mail).

Site Visit Operations

  • Provide coordination support for all new members and owners and execute new orientation to the club for this group
  • Partner with managers to develop creative aspects with Members and Owners
  • Gather all important customer data from account/selling manager to plan appropriately (e.g. customer goals, specific needs, key account info, etc.). Act as support to client while on site to help coordinate any special requests
  • Assist with all assisting onsite requests for sites and ensure support to Member and Owners is exemplarily
  • Prepare all sales and operational staff with Members and Owners services
  • Attend other department stand up meetings to discuss information
  • Set quality standards for all onsite Members and Owners
  • Understand competitor's strengths and weaknesses in order to differentiate from the competition during the site visit.
  • Provide expert knowledge on local destination (i,e., local attractions, events, etc.).
  • Grow business of existing accounts by soliciting them for future open years while onsite.

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
  • Ensure the guest issues are logged within appropriate system.

Guest Relations

  • Address guests' service needs in a professional, positive, and timely manner
  • 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 (e.g., LEARN) to resolve issues, delight, and build trust
  • Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting using the guest's name when possible
  • Answer guest questions about property facilities/services (e.g., hours of operation, rates and room types, packages, promotions, entertainment, restaurants, special events)
  • Organize and host events so that the location staff can engage with the guests and encourage the inclusion of potential new guests currently staying at other locations to facilitate forming bonds with each other and creating a friendly, community environment which solidifies their loyalty
  • Coordinate and deliver amenities and welcome note to guest rooms
  • Partner with Event Management and/or Operations in providing a customer experience that exceeds customer expectations
  • Execute exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event
  • Execute and support Marriott's Customer Service Standards and location's Brand Standards.

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
  • Provide follow up communication with repeat guest on return visits, addressing their individual preferences and delighting unexpectedly
  • Communicate within the hotel to ensure the guest's needs are met and that any issues are appropriately addressed
  • Obtains and communicates knowledge on local area to enhance the guest's experience.

Assists Management

  • Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties
  • Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements
  • Coordinate tasks and work with other departments to ensure that the department runs efficiently.

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.

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.
  • Perform other reasonable job duties as requested.

PREFERRED QUALIFICATION

Education

High school diploma/GCSE/ O'level equivalent

Related Work Experience

Minimum 1 year experience in a sales environment, preferably telephone sales

Supervisory Experience

No supervisory experience is required

COMPETENCIES, BASIC SKILLS, and PERSONAL CHARACTERISTICS

Personal Attributes

  • Integrity
  • Dependability
  • Positive Demeanor
  • Presentation
  • Stress Tolerance
  • Adaptability
  • Good hospitality skills; superior guest service and salesmanship

Interpersonal Skills

  • Interpersonal Skills
  • Customer Service Orientation
  • Diversity Relations
  • Team Work
  • Influence
  • Ability to follow up and maintain a relationship with clients over a long period of time
  • Telemarketing and personal contact skills

Communications

  • Proficiency in English -- both verbal and written.
  • Ability to communicate in Asian languages (Japanese, Thai, Cantonese, Mandarin, Indonesian) will be required from time to time, so will be an asset
  • Listening
  • Exceptional telephone skills
  • Applied Reading

Analytical Skills

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

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