Hotel Reservation Supervisor in Interval International Kendall Member Service Center at Marriott Vacations Worldwide

Date Posted: 2/22/2021

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.

Nature of the Work:

This position is responsible for overseeing Worldwide operations of advisors handling Hotel Reservation calls, chat, and email. It includes providing worldwide offices with advisor performance and progress, conducting training, monitoring, motivating, organizing, planning, and establishing goals, while improving the efficiency and productivity of the product line. This position is also responsible for the ongoing support to management, department budget and is required to meet contractual obligations specific to the Hotel reservation program.

Duties and Responsibilities

Provide guidance and assistance in problem solving, meeting departmental goals.

Answering email, phone calls and chat received from social media.

Assists in the development and improvement of processes and procedures to increase efficiency and productivity.

Assist with bookings and escalated calls as required

Assist in identifying and resolving any extenuating member problem that are beyond the responsibility of an Advisor.

Monitors call center advisors to ensure proper utilization levels and phone volume coverage.

Listens to live and recorded calls for accuracy of information and the safeguard of customer service levels

Follows up with pending sales.

Provides management with written or oral feedback to assist with the overall performance of the Hotel Reservation advisors

Responsible for department overall goals

Assist with coordinating trainings.

Ability to work from home as needed.

Performs any other duties and responsibilities as assigned by a member of the management team.

Provide advisors with daily sales goals and feedback on Revenue per call, QA, and areas of improvements.

Monitors advisors with 2 live calls a day to ensure they are fully trained, maximizing sales opportunities and encouraging staff to sale.

Monitors CC pulse for phone call distribution and department call stats. Works alongside RPM to make adjustments in an effort improve.

Knowledge Abilities and skills

Must possess excellent problem solving and customer service skills.

Must possess excellent verbal and oral communication skills

Must be able to work in a fast-paced environment

Must be able to handle multiple tasks simultaneously (i.e., chat environment, email, CCPulse)

Must be computer literate and be proficient with CCPulse and Microsoft office and its applications.

Must be detail oriented and possess excellent organizational skills.

Must have excellent mathematic skills to decipher complicated calculations.

Ability to remain calm and courteous in emotionally charged or stressful situations

Self-motivated, accountable, approachable, combined with strong sense of teamwork

Must be able to work nights, weekends, rotating shifts, and holidays.

Must be able to have flexible schedules.

Must be able to work with minimum supervision.

Must be able to set priorities and manage time.

Physical Requirements

Sitting, standing, walking, manual dexterity (writing, typing, handling) operation of automated equipment (computer).

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