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New Owner Resources Advisor in Cork Regional Office at Marriott Vacations Worldwide

Date Posted: 4/12/2019

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.

*Please not this role requires fluent English and a second language of either Italian, Spanish or German*

POSITION TITLE: New Owner Resources Advisor (NORA)

DEPARTMENT NAME: Customer Service Fulfillment -- Owner Services

IMMEDIATE SUPERVISOR: Manager -- Nora & GRC (EMEA)

POSITION PROFILE LAST REVISED: 12th April 2019

POSITION OBJECTIVE AND RESPONSIBILITY

1. To understand and support the Marriott Vacation Club International Vision "To be the preferred provider of Holiday Ownership and personalized Holiday experience." Contribute to the success of the Vision by being a source of influence to the vision and MVCI.

2. To use the Standard Operating Procedures of the MVCI - Cork Owner Services, Marriott Corporation Standard Operating Procedures 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 followed.

3. Maintain an attitude and commitment to providing excellent service to all Owners and Associates across MVCI and its partners. 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.

4. Ensure that all Customer and Owner issues are resolved in a mutually beneficial manner which maintains the integrity of MVCI Contracts, Condominium documents, and the Marriott Rewards programs while assuring that the guest will again choose MVCI and its partners.

5. Work independently; quickly analyze problems and formulate plans to overcome challenges and complete work with expediency and a high degree of quality. Make sound and logical decisions and choose appropriate courses of action based on the parameters of the situation; use problem-solving tools and empowerment.

6. Support an ongoing effort to improve center and department operations through personal action and by contributing ideas that promote the department's and the center's mission, "Deliver astounding experiences that make holiday dreams come true".

JOB PREREQUISITES

1. Previous experience (6 months) as a Marriott Vacation Club Holiday Planning Counselor.

2. Excellent Verbal and Written proficiency in English required. Verbal and Written Proficiency in German, Spanish and/ or Italian is preferred.

3. Understanding of the following systems is required: Siebel, PURE, Universe, IServices, Concord, Associate Console, TSW, Fireserv, Empower, CRIS, Compass, Outlook.

4. Understanding of the following systems preferred: MS Excel.

5. Demonstrated knowledge of MVCI, Destinations Points, Marriott International and/or frequency programs.

6. To be able to clearly express oneself through oral means and to explain complex ideas clearly and concisely to ensure understanding. To properly use such technical factors as grammar, vocabulary, voice inflection, and eye contact.

7. To be able to clearly and effectively express oneself through written means; to properly use such technical factors as grammar, punctuation and vocabulary. To be able to prepare short faxes and communicate within the department using email and freehand forms.

8. Previously demonstrated time management and organizational skills.

9. Willingness to work flexible hours as determined by business needs.

10. Previously demonstrated ability to follow through on all customer inquiries, complaints or suggestions.

11. Previous experience and ability to work in a multi-sessions Windows environment preferred.

12. To be able to add, subtract, multiply and divide common numbers and decimal numbers. To be able to compute percentages.

13. To be able to read by sight or braille; operating procedures, forms, memoranda, promotional materials, journals, and machine instructions.

14. To have practical experience operating such office machinery as: multi-line telephones, copy machines, fax machines, desk top computers and their associated printers.

15. Neat, professional appearance and outgoing people oriented personality which conveys pride in working for MVCI and which is demonstrated by a ready smile and a willingness to assist others.

16. Ability to function calmly in a fast-paced environment, handling multiple priorities simultaneously. To be able to deal with situations of a dynamic nature; to be able to modify plans, actions, and decisions in light of changing situations and circumstances.

17. Ability to apply common sense and understanding to carry out detailed and involved instructions; to deal with problems involving several concrete variables in or from standardized situations.

18. Ability to work on your own and focus on specific tasks required by immediate manager such as unassigned reports, Siebel contact calls, Maintenance and Loan calls, etc...

SPECIFIC JOB DUTIES

1. Maintain a thorough understanding of MVCI Ownership and be able to perform all related tasks to ensure procedures are correctly followed. This includes, but is not limited to the following:

Usage Options including:

-Owner Occupancy - make reservations for the Owner to occupy a week or weeks at their home resort(s) during their season(s).

-Exchange with Interval International - complete process of depositing the Ownership Week(s) and assisting in Exchange process.

-Marriott Rewards Program Points - request Marriott Rewards points in lieu of occupancy.

-List for Rent - make reservations for domestic and European/Asian Properties and properly process them.

-Election -- Election of Ownership week into Destination Points.

FDB: Provide assistance in regard to First Day Benefit assignment.

Owner Referral Benefits (Friend Share): to research missing points as well as direct owner referrals to the appropriate location.

Maintenance Fees: to answer questions regarding owner's maintenance fee payments as well as process such payments.

Loan: to answer questions regarding owner's installments and well as process payments.

Miscellaneous issues: directory information, attraction, room type information, general reservation information, providing education on ownership and program and other general information.

2. Actively contact New Owner to welcome him to the MVCI family, answer general questions, begin to plan their FDB assignment, first Ownership assignment and assist with unresolved issues that may have surfaced since the original purchase and coordinate unresolved issues with other departments and/or sites.

3. Focus and achieve all department targets and goals related to Owner Service Survey (OSS), assignments and service contacts.

4. To develop and maintain a working relationship with other MVCI and Partner departments including, but not limited to; Interval International, Marriott International and Finance Department.

5. All MVCI New Owner Resources Advisors will meet or exceed customer expectations which include but are not limited to:

Speaking to the Owner in a warm, friendly and courteous manner,

  • Maintaining a positive attitude during all interactions,
  • Displaying genuine and enthusiastic interest in the Owner.
  • Ensuring that each call remains focused on the Owner's needs; refrain from using slang or jargon.
  • Anticipating the Owner's needs and being flexible in responding to them so that we may deliver the service and program they value.
  • Verify Owner account contact information (name, address and phone number) and ensure our records are up to date.
  • Take appropriate action to resolve all guest and Owner issues received by telephone and correspondence.
  • Maintain a turn around time on personal correspondence, which does not exceed 24 hours unless otherwise directed by management. This includes but is not limited to all letters received via an associate's in-box, faxes and Siebel.
  • Assist Owners in understanding the Marriott Bonvoy program, the FriendShare program and benefits of Ownership using all tools at hand for Owner education.
  • Utilize Siebel to document all exceptions, complex service issues, problems, concerns, resolutions, and as directed by management, to ensure that an accurate guest/Owner history is kept.
  • Use all available support systems and groups to resolve guest/Owner concerns including but not limited to: My-Source, CRIS, Empower, PURE, Universe, IServices, Siebel, Excel, OS Support, Resort Liaisons and all other outside support departments.
  • Ensure that all policies and procedures that are outlined in My-Source and Compass are followed to ensure that all Owners receive the same excellent service through consistently correct answers.
  • Every Associate is empowered to take appropriate action in order to resolve an Owner's issue and to prevent a repeat occurrence.

8. To maintain NORA assignment reports.

9. To maintain a clean, neat well organized work place free from clutter which projects a

professional atmosphere and which supports the general goals of the department which is to

be a preferred employer and a provider of a desirable work place.

10. Take breaks and lunches at appropriate time and for proper duration in designated areas.

11. To be aware of all existing accident prevention and safe work practice programs in the center and to work in a manner free from unsafe acts and to create a safe environment in which others may work.

12. 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.

13. Meets regularly with immediate Manager to discuss goals and action plans to achieve these goals. Reports progress on attaining goals on a periodic basis.

14. The Marriott Vacation Club - Cork Owner Services Center normally functions on a six (6) day per-week basis. You may be required to work different shifts and schedules to accommodate the changing demands of business, including Saturdays and Holidays. The number of hours worked each week may be adjusted to meet the changing demands of business, which may require working more or less than fifty hours in any week.

15. To also serve as otherwise directed or needed to help maintain the effective and efficient operation of the Marriott Vacation Club - Cork Owner Services Center. This assignment shall be at the discretion of the department manager, the Leadership Team member or the Vice President of Owner Services.

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

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