職位描述

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.

JOB SUMMARY

This position is responsible for coordinating post tour, premium gifting to guests and the presentation for purchase of the Encore program to all TNS (Tour No Sale) guests. The role also includes related paperwork and information tracking.

Follow all company policies and procedures; ensure uniform and personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance; stand, sit, or walk for an extended period of the time. Perform other reasonable job duties as requested by Supervisors.

CORE WORK ACTIVITIES

• Meet each TNS personally to deliver the premium gift
• Introduce Encore program to all TNS guests for purchase
• Sell Encore packages to TNS guests who choose to purchase
• Complete all necessary documentation for the program including Encore purchases and other tracking as required
• Maintain minimum production standards for Encore Program
• Other duties and assigned tasks as required
• Position involves sitting, standing, and /or walking 
• Processing of paperwork and computer data requires visual observation
• Ability to communicate clearly and concisely

Key Performance Indicators
(Note that specific targets may vary accordingly to current business strategy):

• Associate will be monitored twice a period and must achieve 90% proficiency.
• Associate's Dials per Hour must not fall below 15 dials per hour in a four-week period.
• Associate must not exceed 8 hours per tour.
• Associate must not fall below a 55% gross book to show rate in a given period.
• Associate's productivity should not fall below other standards as defined by management.
• Verify all packages sold by the Australian Call Centre Telemarketing unit
• Undertake administrative process of packages where applicable
• Activate current open dated pipeline of packages into available dates and tour slots

COMPETENCIES, BASIC SKILLS, and PERSONAL CHARACTERISTICS

Analytical Skills

• Learning

Administration

• Telephone Operations

Interpersonal Skills

• Diversity Relations
• Customer Service Orientation
• Teamwork
• Interpersonal Skills
• Influence

Communications

• Telephone Etiquette Skills
• Listening
• Communication
• English Language Proficiency
• Applied Reading

Personal Attributes

• Integrity
• Positive Demeanor
• Dependability
• Stress Tolerance
• Adaptability/Flexibility
• Presentation

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