Holiday Planning Counsellor/Member Service Liaison at Cork Regional Office with Marriott Vacations Worldwide - Career Site

Date Posted: 1/31/2018

Job Snapshot

Job Description

JOB TITLE: Holiday Planning Counsellor / Member Services Liaison (partially shared position)

REPORTS TO: Manager Owner Services and Manager Member Services 47 Park Street

DEPARTMENT: Customer Services Fulfillment -- Cork

WORKING RELATIONSHIPS: Inter/Intra department personnel at many levels of the organization, including Finance Department, Resort Liaisons, CCR group, NORA, GRC, owners, customers, partners and exchange companies, Marriott Rewards personnel, Marriott Hotel Reservations Centre personnel, 47 Park Street Front Office, Conceierge and all other MVCI partner associates as necessary.


To provide excellent customer service to the Marriott Vacation Club International (MVW) owners and to 47 Park Street Members. Collaborating with associates by managing the processing of Marriott Vacation Club Owner and 47 Park Street Members issues and serving as a resource for owners/Members relating to the MVW and 47 Park Street fractional products, usage and resort information. To assist with all reservations, queries and issues in a timely manner and to a complete resolution. To be responsible for verbal interactions with MVCI owners and written interaction with them through the CCR group. Correspond directly with 47 Park Street Members concerning any usage queries. To be responsible for client's personal data accuracy. To fulfill a shared customer service position of a Holiday Planning counselor and a Member Services Liaison with a minimum of 52 working days per year as a Member Services Liaison representative and open to further times to include coverage of Member Services Liaisons Holiday Times and any other time business deems necessary.


v Be available to answer all inbound calls in a timely and efficient manner by maintaining a business like manner at all times.

v Acknowledge and answer any personal written correspondence received from owners in a timely and efficient manner through the CCR representatives. Answer written correspondence from 47 Park Street Members when fulfilling the role of a 47 Park Street Member Services Liaison.

v Pro-active with all aspects of Owner and 47 Park Street Member Services Management.

v Flexibility to perform customer service between two brands upon business needs.

v Demonstration to commitment to provide world-class customer service.

v Work as an advocate for the customer in resolving complaints and to educate them on the usage options of their vacation ownership and 47 Park Street fractional membership.

v Actively participate in outbound telephone 'campaigns'.

v To ensure that all contacts and interactions with owners, Members and clients are properly documented in SIEBEL contact application and the resolutions to all issues are responded to and closed within the committed business time.

v Exercise good judgment when handling customer calls and complaints.

v To ensure that all procedures, processes as it relates to Owner and 47 Park Street Member usage, Marriott Rewards, Interval International and promotion changes etc are followed as per My-SOURCE and COMPASS.

v Responsible for assisting owners and 47 Park Street Members with their finance-related issues, including maintenance fee and loan collection and account status enquiries.

v Assist with owners and 47 Park Street Members exchange requests and liaise with Marriott Rewards and Interval International accordingly, including membership requests, confirmations, account updates and certificate issuance/renewal.

v To help create an ongoing effort to improve the department through personal action and by contributing ideas to support and enhance our customer service programme.

v To become an independent associate and to be able to analyze problems and to formulate plans to overcome challenges, to get work done efficiently with a high degree of quality.

v To make sound and logical decisions and to choose appropriate courses of action based on the parameters of the situation at hand and to use the problem solving tools that are available throughout the total quality management process

v To use Standard Operating Procedures (SOP) of Vacation Experience outlined in MY-SOURCE & COMPASS Marriott Corporation Standard Operating Procedures, 47 Park Street SOP and any Local Standard Operating Procedures as a guide to the standards and practices which are to be followed by all associates in this department and discipline so that questions may be correctly answered, problems may be resolved, and compliance with all laws and company policies may be ensured.

v To maintain a clean, neat well organized work place which projects a professional atmosphere and free of hazards

v To cross train and to be familiar with and competent in the performance and understanding of other functions required of this department and be able to fill in as required and as directed in the absence of associates who are normally responsible for those duties.

v The ability to function calmly in a fast paced environment handling multiple priorities simultaneously. To be able to modify plans, actions, and decisions in light of changing situations and circumstances.

v To have demonstrated ability to communicate verbally and written in a positive encouraging manner with associates and managers.

v To carry out any tasks as required by the, immediate Managers Owner Services and Member Services 47 Park Street, Team Leader -- Operations, Senior Manager -- Operations and VP, Service Fulfillment.

v Proficiency in the English language required


v Perform all tasks in a timely manner ensuring all deadlines are met.

v Comply with MVW and Marriott International policies and procedures.

v Be proactive and have a flexible approach to work, meeting the needs of the team and the business at all times.

v Maintain an attitude and commitment to provide superior service to all customers and associates with an ability to deal with high maintenance 47 Park Street Members. 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.

v Maintain a strong knowledge of all Marriott product lines & systems, including CRIS, SIEBEL, PURE, UNIVERSE, LOANSERVE, CONCORD INTERLINK, ASSOCIATE CONSOLE, MY-SOURCE, COMPASS, II SERVICES, TIMESHARE WARE and OUTLOOK programs.

v To be able to demonstrate a strong knowledge of the Marriott Rewards Program and MVW operation. A thorough understanding of current / past promotions is essential.

v Maintain computer systems knowledge (Windows XP, E:Mail, Word etc)

v Work with all MVW colleagues as a team, supporting the needs within that team and those of the business at all times.


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