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.
Cruise advisor - Internal
Department: Cruises Travel
Status: Non-Exempt
Reports To: Cruise Supervisor
Nature of Work
This position professionally and efficiently responsible for making all necessary travel arrangements including but not limited to Cruises, Tours, all proprietary timeshare exchange travel options (cruises, tours, spa, golf ) and any special travel services provided as part of the timeshare membership.
Based on operational needs training will be provided to operate designated technology and industry certifications. Cruise line certification will be required and handled via the cruise line portal online.
Have knowledge of the cruise (cruise exchange ) and tour (tour exchange) industry to handle inbound calls to sell new cruise bookings and/or modify existing reservations
Duties and Responsibilities
- Performs transactions in the Internal software(iServices/Revelex/Amadeus), vendor portal and/or Phone call to vendor/vendor portal, as needed to properly services member issues received through the e-mail system or phone
- Deliver service and support to end-users via the phone/email when shopping for travel services with options and quotes.
- Interact with customers to provide and process information in response to regular Cruises and Cruise Exchange, Tours, tour exchange (Cruises, Tours, Spa, Golf)
- Gather customer’s information and determine the issue by evaluating and analyzing the symptoms while talking member through the booking process
- Follow standard processes and procedures, T&C and Q&A
- Identify and escalate priority issues, per problem specifications
- Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
- Organize ideas and communicate verbal and written messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers where necessary
- Stay current with system information, changes and updates
- Interacts with others in a way that gives them confidence in one’s intentions and those of the organization.
- Clearly conveys and receives information and ideas, through a variety of media, to individuals or groups in a manner that engages the audience, helping them understand and retain the message, and permitting response and feedback from the listener.
- Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences
- Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits
- Must stay current with changes and updates within travel industry, including but not limited to cruise lines, destinations, tour operators, and promotions—cruise line portals offer recurrent training for the cruise line side.
- Briefing and department training will support internal changes and updates.
Knowledge, Abilities, and Skills
- Have knowledge of the cruise and tour industry to handle inbound calls to sell new cruise bookings and/or modify existing reservations.
- Recommended but not necessary possess knowledge of Microsoft Office, Cruise Line and Tours Vendor Portal and Certification, Outlook
- Must be able to communicate effectively both in writing and verbally.
- Must be able to set priorities, manage time, and meet deadlines.
- Must possess excellent customer service skills.
- Must be able to work shifts and weekends.
- Proper phone etiquette
- Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict
- Able to work independently with virtual supervision
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture
