Activations Representative at Call Center with Marriott Vacations Worldwide - Career Site

Date Posted: 5/23/2018

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

Communicate with owners and potential owners via telephone to set up and/or activate and/or verify preview package sales/day tours. Explain details and requirements related to attending a sales presentation to potential owners and verify that individuals meet eligibility requirements.

Job Specific Tasks

  • Assisting 'live' verification for bookings submitted from Package/Day Teams.
  • Responsible for slot allocations and schedules.
  • Perform QualityAssurance checks during verification calls to eliminate incident reports.
  • Liaise with brokers through calls/ emails for any bookings submitted and maintain good log record for them.
  • Daily duties include handling customer service hotline for hotel reservations or enquiries for non-members and assist to resolve any complaints.
  • Invite guests to attend a personal preview of our Sales Gallery or to offer them a discounted holiday package or activate/verify open packages.
  • Overcome potential owner objections while maintaining a polite and enthusiastic demeanor.
  • Encourage guests or callers to purchase or schedule preview package sales/tours.
  • Check availability of accommodations and dates, including finding alternative dates or options if first choice is not available.
  • Answer guest questions about property facilities/services.
  • Maintains an awareness of current events (e.g., news, sports, pop-culture) and information on locations to support to Customer Service focus.
  • Supports with the development and mentoring of other Marketing Team members as requested.
  • Performs other duties as assigned.

Key Performance Indicators

  • Associate will be monitored twice a period and must achieve 90% proficiency.
  • Associate's Dials per Hour must not fall below an average of 15 dials per hour in a four-week period.
  • Associate must not fall below a 55%/85% gross book to show rate for day tours/packages in a given period.
  • Associate's productivity should not fall below other standards as defined by management.
  • Verify all day tours and packages booked/sold by the China Call Centre Telemarketing unit
  • Undertake administrative process of packages where applicable

Candidate Profile

  • Excellent written and oral communicative, verbal and non-verbal listening skills.
  • Fluent in Mandarin, Cantonese and/or English.
  • Positive and enthusiastic attitude.
  • Presents a professional and knowledgeable image.
  • Ability to represent MVCI in a courteous, enthusiastic and diligent manner.
  • Proven experience using persuasive techniques
  • Experience in direct marketing or promotional sales will be advantageous.
  • Proven ability to work in a team environment and interact with all levels of the organization.
  • Working knowledge of Microsoft Excel and Word
  • Patience and understanding, especially with any language related barriers.
  • Must be able to handle a flexible work schedule which will include weekends and evenings
  • Experience in high volume, fast-paced, results oriented business environments.

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

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