CORE WORK ACTIVITIES
Policies and Procedures
Maintain confidentiality of proprietary materials and information.
Protect the privacy and security of guests and coworkers.
Follow company and department policies and procedures.
Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
Perform other reasonable job duties as requested by Supervisors.
Guest Relations
Address guests' service needs in a professional, positive, and timely manner.
Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) 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.
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.
Thank guests with genuine appreciation and provide a fond farewell.
Assist other employees to ensure proper coverage and prompt guest service.
Assist in the planning and organization of various meetings (e.g., promotions, scheduling vendors).
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 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.
Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
Talk with and listen to other employees to effectively exchange information.
Support all co-workers and treat all employees and customers with dignity and respect.
Develop and maintain positive and productive working relationships with other employees and departments.
Partner with and assist others to promote an environment of teamwork and achieve common goals.
Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy and confidentiality.
Documentation/Reporting
Create and maintain computer- and paper-based filing and organization systems for records, reports, documents, etc.
Computers/Software
Transmit information or documents using a computer.
Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservation and answer inquiries from guests.
Use computer systems and software packages to input, access, modify, store, or output information
Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software.
Comply with quality assurance expectations and standards.
Transmit information or documents using mail, scanner, or facsimile machine.
Operate standard office equipment other than computers such as telephone, typewriter, scanner, fax, photocopier, calculator, and electronic peripherals.
Keep office equipment in working order and contact service representatives to correct problems with office equipment, including following-up to ensure problem is corrected.
Enter and locate work-related information using computers and/or other methods.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Others
Perform all tasks in a timely manner ensuring all deadlines are met.
Perform other related tasks as assigned by management.
Comply with MVCI and Marriott Vacations Worldwide policies and procedures.
Be proactive, team-oriented and have a flexible approach to work, meeting the needs of the 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 external customers.
Maintain a working knowledge of all Marriott Vacations Worldwide product lines.
Maintain computer systems knowledge (Windows, Outlook, Word, Excel, PowerPoint, etc.).
Work with all MVCI colleagues as a team, supporting the needs within that team and those of the business at all times.
Report Writing
Creation of M&S reports as requested by the business
Generation of M&S lists from in-house database(s)
Create and communicate a report status update tool
Maintain and update existing reports
Create a system-visible library of reports
Systematically identify and define problems, evaluate alternatives and implement effective solutions
Report documentation provision and cataloguing.
Ensure the MVCI data strategy is observed; work with end users to ensure data accuracy is maintained.
Hold responsibility as the MVCI M&S System Administrator.
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