Membership Advisor en Surfers Paradise a Marriott Vacations Worldwide

Fecha de publicación: 11/7/2021

Resumen de la oferta

Descripción del empleo

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.

The Membership Advisor will be responsible for servicing inbound member calls from our exclusive Marriott Vacations Club Member base. This position will complete reservations and encourage member retention through value-added delivery. Follow all company policies and procedures; maintain confidentiality of proprietary information; protect company assets.  Anticipate and address owners’/guests’ needs; thank owners/guests with genuine appreciation.

Preferred Education and Experience

  • High school completion or equivalent

  • Related work experience

Required Qualifications

  • Proficiency in reading and writing English (additional language required for certain positions)

Willing To:

  • Work in contact with the general public using strong communication and customer service skills

  • Demonstrate openness to adapt to different cultural contexts based on location

  • Must be willing to be flexible across shifts as required by business needs

Member Services

  • Handle in-bound calls within stipulated service levels.

  • Assist customers in vacation planning and worldwide hotels reservations through the system.

  • Assist in resolving customer care issues and handle customer enquiries.

  • Takes responsibility for call logs and documentation into the system.

  • Optimize booking opportunities and promote customer retention and loyalty.

  • Answer emails with accuracy, clarity and simplicity in a customer friendly as well as professional manner.

  • Works cross functionally with other departments to ensure business needs are addressed and customer satisfaction achieved.

  • Meet up with members for one on one program education (by appointment only) on an ad-hoc basis.

  • Roll-out the Membership Advisor program (Asia Pacific) version.

  • Expand on Member Profile – data in TSW and mean of communication.

  • Book First Day Benefits & Book Reservation using Club Points in Club Resorts.

  • Book Hotel Accommodation using Marriott Reward redemption, rentals, Express Breaks, Exchange requests).

  • Send acknowledgement confirmation to members after every request.

  • Post-Stay follow-up – Welcome Home contact (work with TSW for system generated email) to assess level of Member Satisfaction.

  • Bi-annual follow-up call/email to Member to stay connected as well as encouraging future bookings.

  • Fulfill Literature Requests (facilitate Member requests for information).

  • Fulfill trade for Marriott Reward Points and issue certificates.

  • Accept Club Dues and Loan Payments.

  • Accept purchases of reload points (to work together with Holiday Advisors to establish a process).

  • Accept referral names (to work together with Owner Referral to establish a process).

  • Assist with contract modifications after closing (to work closely with Contract Admin).

  • Assist with name changes and resale’s after closing (to work closely with Contract Admin).

  • Initial Service Recovery (escalated issues to be handed to Member Services Admin for problem resolution).

Policies and Procedures

  • Follow company and department policies and procedures. 

  • Protect the privacy and security of guests and coworkers. 

  • Maintain confidentiality of proprietary materials and information. 

  • Perform other reasonable job duties as requested

Communication

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

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

  • Provide assistance to coworkers, ensuring they understand their tasks.

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