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Marketing Activation Representative in Tokyo at Marriott Vacations Worldwide

Date Posted: 11/29/2018

Job Snapshot

Job Description

JOB SUMMARY

Promotes awareness of brand image internally and externally. Uses sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott Vacation Club ("MVC"), including up-selling. Communicates with potential owners via telephone to set up preview package sales/tours. Explains details and requirements related to attending a sales presentation to potential owners and verifies that individuals meet eligibility requirements. Overcomes potential owners' objections while maintaining a polite and enthusiastic demeanor. Encourages guests or callers to purchase or schedule preview package sales/tours. Checks availability of accommodations, including finding alternative dates or options if a potential owner's first choice is not available. Answers guest questions about property facilities/services. Contacts appropriate individuals or departments (e.g., Sales, Data Administration, Accounting) as necessary to resolve guest calls, requests, or problems.

Follows all company policies and procedures; ensures uniform and personal appearance are clean and professional; maintains confidentiality of proprietary information; protects the privacy and security of guests and co-workers. Welcomes and acknowledges all guests according to company standards; anticipates and addresses guests' service needs; thanks guests with genuine appreciation. Speaks with others using clear and professional language; prepares and reviews written documents accurately and completely; answers telephones using appropriate etiquette. Develops and maintains positive working relationships with others; supports Japan Call Centre team to reach common goals; listens and responds appropriately to the concerns of other associates. Ensures adherence to quality expectations and standards. Performs other reasonable job duties as requested by management.

JOB-SPECIFIC TASKS

Activations

  • Assist in 'live' verification for bookings submitted from Package/Day Teams.
  • Make slot allocations and schedules.
  • Engage in quality assurance during verification calls to eliminate incident reports.
  • Liaise with brokers through telephone calls and emails for any bookings submitted, and maintain accurate entries in the MOOD CRM system of all calls and bookings.
  • Handle customer service hotline for MVC reservations or enquiries for non-members and assist to resolve any complaints

Sales

  • Promote awareness of brand image internally and externally.
  • Recognize opportunities to up-sell the customer and sell enhancements to create a better MVC experience or event.
  • Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott Vacation Club.

Preview Package Sales/Tours

  • Explain details and requirements related to attending a sales presentation to potential owners.
  • Verify that individuals meet eligibility requirements for preview package sales/tours prior to scheduling a tour for a MVC property.
  • Overcome potential owner objections while maintaining a polite and enthusiastic demeanor.
  • Communicate with potential owners via telephone to set up preview package sales/tours, including explaining the opportunities available and answering questions.
  • Encourage guests or callers to schedule/book preview package sales/tours.
  • Check availability of accommodations, including finding alternative dates or options if the potential owner's first choice is not available.
  • Work with the Telemarketing Team(s) to promote Marriott Vacation Club's offerings and activate/book open-dated packages into available dates
  • Enter all leads/prospects/referrals into appropriate systems in an organised and accurate fashion.

Guest Relations

  • Answer guest questions about property facilities/services (e.g., hours of operation, rates and room types, packages, promotions, entertainment, restaurants, special events).
  • Actively listen and respond positively to guest questions, concerns, and requests using the relevant brand- or property-specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
  • Contact appropriate individual or department (e.g., Sales, Data Administration, Accounting) as necessary to address and resolve guest calls, requests, or problems.
  • 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.
  • Address guests' service needs in a professional, positive, and timely manner.
  • Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
  • Thank guests with genuine appreciation and provide a fond farewell.
  • Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

Safety and Security

  • Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.

Policies and Procedures

  • Protect the privacy and security of guests and coworkers.
  • Maintain confidentiality of proprietary materials and information.
  • Follow company and department policies and procedures.
  • Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
  • Perform other reasonable job duties as requested by management.

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 the 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.
  • Talk with and listen to other associates to effectively exchange information.
  • Provide assistance to associates, ensuring they understand their tasks.

Working with Others

  • Support all associates and treat them with dignity and respect.
  • Develop and maintain positive and productive working relationships with other associates and departments.
  • Handle sensitive issues with associates and/or guests with tact, respect, diplomacy, and confidentiality. Partner with and assist others to promote an environment of teamwork and achieve common goals.

Quality Assurance/Quality Improvement

  • Comply with quality assurance expectations and standards.

Physical Tasks

  • Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Safety and Security

  • Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.

Other

  • Perform all tasks in a timely manner ensuring all deadlines are met.
  • Perform other related tasks as assigned by management.
  • Comply with all company policies and procedures.
  • Be proactive and have a flexible approach to work, meeting the needs of the Japan Call Centre 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 customers.
  • Maintain a working knowledge of all MVC product lines.
  • Maintain computer systems knowledge (e.g., Microsoft Office).
  • Work with all associates as a team, supporting the needs within the team and those of the business at all times.
  • Represent MVCI in a courteous, enthusiastic and diligent manner.

CANDIDATE PROFILE

  • Experience in direct marketing or promotional sales will be advantageous.
  • Proficiency in English and Japanese (additional languages an advantage).
  • Intermediate computer proficiency in the use of Microsoft Office; computer word-processing skills with specific knowledge of Microsoft Excel and Word.
  • Ability to work under pressure, manage multiple priorities, and be a self-starter.
  • Ability to work within tight deadlines and meet targets. Proven ability to work in a team environment and interact with all levels of the organization.
  • Excellent written and oral communication; verbal, and non-verbal listening skills.
  • Positive and enthusiastic attitude.
  • A professional and knowledgeable image.
  • Persuasive techniques.
  • Patience and understanding, especially with any language-related barriers.

COMPETENCIES - Fundamental competencies required for accomplishing basic work activities

Personal Attributes

- Integrity

- Positive Demeanor

- Dependability

- Stress Tolerance

- Adaptability/Flexibility

- Presentation

Interpersonal Skills

- Diversity Relations

- Customer Service Orientation

- Team Work

- Interpersonal Skills

- Influence

Communications

- Listening

- Telephone Etiquette Skills

- Communication

- English and Japanese

Language Proficiency

- Form, Report, and

Log Completion

Analytical Skills

- Learning

Administration

- Telephone Operations

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