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
Activations
- 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
Sales
- 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.
Communication
- 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
Other
- 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
