Marriott Vacation Club Job Description

Job Title:               Guest Service Agent

Department:           Marketing

Interfaces with:     All MVCI Associates, Partner Hotels, Car Hire companies etc

SUMMARY:

Perform highest possible level of customer service and administration functions to ensure the smooth running of the department according to company policy and guidelines. Work areas include Customer Service, Back Office, Front Reception and general Marketing support.

JOB FUNCTIONS:

Customer Service

• Guarantees Guest satisfaction and resolve customer issues before, during and after their visit adhering to company policy and guidelines; liaising with suppliers (Hotels / Resorts / -car hire companies/ Corporate etc) where necessary.
• Answer switchboard, preview and back office telephone calls. Deal with enquiries or redirect calls / messages as appropriate. Ensure answering machine is operational when appropriate and check frequently for messages.
• Meet and Greet visitors to the preview centre and when appropriate encourage them to make appointment for tour.
• Collect invitations from tours, ask clients to fill out the 'client form', provide refreshments and snacks. Collect dirty crockery and ensure a sufficient supply of clean crockery and clean / disinfect tables.
• Prepares and issues gift vouchers/MRW points / resort credits to the clients.
• Guarantee compliance and/or pre-arrival calls to Holiday Preview-clients.  email missing information to the client. Record all in relevant computer system
• Forward special accommodation requests to the resort or hotel and organise additional customer requirements they may have such as car hire or upgrade, restaurant or golf reservations or flowers/champagne for special occasions.
• Strive to keep No Show & No Tour % to a minimum and ensures procedures are in place in order to achieve this.
• Complete welcome calls on time & ensure clients are aware of their obligations with regards to the package and deal effectively with those who do not adhere to the conditions

Administration & Other

• Keeps Sales Centre & show apartment clean and tidy; make sure all lights, music and plants are maintained, report any maintenance or repair issues & coordinate repairs.
• Ensure completion of all administrative duties within the department in a timely manner
• Receive and co-ordinate all appointments from Marketing Co-Ordinators IPC Team, in-house Team
• Ensure all tours are logged correctly in OTM and Electronic Tour log daily, following correct SOP’s.
• Maintain the ETL reception log files which list client details, source code, sales executive, tour comments and times of each tour and update the book with future appointments.
• Create SNAGITS to hand to SE before tour starts
• Together with Sales Management, administer the sales line, taking into account priorities and language requirement / capability / power line/ preview/ local line.
• Update tour manifest as per SOP, print reports to control accuracy of OTM input and tour management, prepare weekly ‘closing of the week’ reports complete actions on time.
• Update a file for management on weekly basis with all ‘5NI’ clients, ‘Housed’ tours and client who bought DMVC. Inputs new records in Goldmine if a client was on 5NI list and currently not on the database.
• Prepare the information for Owner Referral’s Tours, enrolments for owner tours and rental rebate information for rental tours.
• Issue owner’s cards after checking on maintenance fees status. Provide information on resale and modification department when requested.
• Work closely with Paris office to input clients, comments, times and weekly check OTM’s Tour manifest as well as all the tours for the Road Show tours organised.
• Control and track petty cash, ensuring receipts are retained and necessary forms completed for accounting purposes.
• Prepare all necessary reports, letters and vouchers for Holiday Preview clients.
• Update the Holiday Preview log and other systems as appropriate.
• Produce departmental reports to deadline (Issue report, Room usage, vouchers control).
• Prepare release back, load waves and request/load inventory availability into the system as per guidance.
• Check invoices from suppliers, for hotels, Car hire company & vouchers are correct and prepare for payment.
• Assist sales and telemarketing in processing and making preview bookings.
• Process web bookings, update web availability and assist telemarketing department when needed.
• Process inbound bookings and activations as required.
• Charge client credit cards for previews and / or car hire where necessary, process and charge Discover Marriott Package.
• Check email and respond to emails.
• Assist with Goldmine administration as required.
• Handle deliveries, arrange couriers, prepare internal and external post and deal with all other supplier enquiries. Distribute incoming mail and incoming faxes
• Check office machines are operational (i.e. check supplied with paper, coffee machine is working etc).
• Maintain sufficient stock of food and beverages for clients & staff kitchen.
• Obtain quotes from printers and other suppliers
• Prepare training areas & meeting rooms
• Assist with language proof reading & minor translations
• Maintain general secretarial responsibilities & assistance to Managers as appropriate
• Travel arrangements for outgoing staff
• Upkeep of First Aid supplies
• Performs other related tasks or project style work as assigned by management.
• Complies with MVCI company policy and procedures.

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