Representative Activation JPN in MVO MVC Tokyo M&S at Marriott Vacations Worldwide

Date Posted: 9/11/2023

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                                                                                                              


  • Assist in ‘live’ verification for bookings submitted from Package/Day Teams.
  • Make slot allocations and schedules.
  • Engage in quality assurance during verification calls to eliminate incident reports.
  • Liaise with Japan Call Center Telemarketing team through telephone calls and emails for any bookings submitted, and maintain accurate entries in the MOOD CRM system of all calls and bookings.
  • Handle customer service hotline for MVC reservations or enquiries for non-members and assist to resolve any complaints


  • Promote awareness of brand image internally and externally.
  • Recognize opportunities to up-sell the customer and sell enhancements to create a better MVC experience or event.
  • Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott Vacation Club.

Preview Package Sales/Tours

  • Explain details and requirements related to attending a sales presentation to potential owners.
  • Verify that individuals meet eligibility requirements for preview package sales/tours prior to scheduling a tour for a MVC property.
  • Overcome potential owner objections while maintaining a polite and enthusiastic demeanor.
  • Communicate with potential owners via telephone to set up preview package sales/tours, including explaining the opportunities available and answering questions.
  • Encourage guests or callers to schedule/book preview package sales/tours.
  • Check availability of accommodations, including finding alternative dates or options if the potential owner’s first choice is not available.
  • Work with the Telemarketing Team(s) to promote Marriott Vacation Club’s offerings and activate/book open- dated packages into available dates
  • Enter all leads/prospects/referrals into appropriate systems in an organised and accurate fashion.

Guest Relations

  • Answer guest questions about property facilities/services (e.g., hours of operation, rates and room types, packages, promotions, entertainment, restaurants, special events).
  • Actively listen and respond positively to guest questions, concerns, and requests using the relevant brand- or property-specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
  • Contact appropriate individual or department (e.g., Sales, Data Administration, Accounting) as necessary to address and resolve guest calls, requests, or problems.
  • 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.
  • Address guests' service needs in a professional, positive, and timely manner.
  • Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
  • Thank guests with genuine appreciation and provide a fond farewell.
  • Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

Safety and Security

  • Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.

Policies and Procedures

  • Protect the privacy and security of guests and coworkers.
  • Maintain confidentiality of proprietary materials and information.
  • Follow company and department policies and procedures.
  • Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
  • Perform other reasonable job duties as requested by management.


  • 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 the appropriate person/ department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
  • Speak to guests and co-workers using clear, appropriate, and professional language.
  • Talk with and listen to other associates to effectively exchange information.
  • Provide assistance to associates, ensuring they understand their tasks.

Working with Others

  • Support all associates and treat them with dignity and respect.
  • Develop and maintain positive and productive working relationships with other associates and departments.
  • Handle sensitive issues with associates and/or guests with tact, respect, diplomacy, and confidentiality. Partner with and assist others to promote an environment of teamwork and achieve common goals.

Quality Assurance/Quality Improvement

  • Comply with quality assurance expectations and standards.

Physical Tasks

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

Safety and Security

  • Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.


  • Perform all tasks in a timely manner ensuring all deadlines are met.
  • Perform other related tasks as assigned by management.
  • Comply with all company policies and procedures.
  • Be proactive and have a flexible approach to work, meeting the needs of the Japan Call Centre 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 feelings of others, regardless of status or position; accept interpersonal differences and maintain a constructive rapport with all associates and customers.
  • Maintain a working knowledge of all MVC product lines.
  • Maintain computer systems knowledge (e.g., Microsoft Office).
  • Work with all associates as a team, supporting the needs within the team and those of the business at all times.
  • Represent MVCI in a courteous, enthusiastic and diligent manner.

 CANDIDATE PROFILE                                                                                                              

  • Experience in direct marketing or promotional sales will be advantageous.
  • Proficiency in English and Japanese (additional languages an advantage).
  • Intermediate computer proficiency in the use of Microsoft Office; computer word-processing skills with specific knowledge of Microsoft Excel and Word.
  • Ability to work under pressure, manage multiple priorities, and be a self-starter.
  • Ability to work within tight deadlines and meet targets. Proven ability to work in a team environment and interact with all levels of the organization.
  • Excellent written and oral communication; verbal, and non-verbal listening skills.
  • Positive and enthusiastic attitude.
  • A professional and knowledgeable image.
  • Persuasive techniques.
  • Patience and understanding, especially with any language-related barriers.

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

Job Requirements

#AP/EME Marketing Call Center


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