Descripción del empleo
POSITION SUMMARY
Contribute to the success of the organization welcoming guests to the sales centre. Greets customers, responds to switchboard telephone calls and maintains client and tour records according to MVCI standards.
CRITICAL TASKS
OVERALL RESPONSIBILITIES:
1. Guarantees the Guest Experience Program (greet & meet customers) according to internal guidelines.
ESSENTIAL JOB FUNCTIONS:
Sales Reception
2. Reconfirms bookings with clients on morning of presentation.
3. Greets and collects invitations from tours, seats clients and ensures completion of client sheets where necessary.
4. Provides refreshment to clients as needed.
5. Administers the Sales line, together with sales management, taking into account priorities and language requirement / capability / power/ preview/ local line Monitors Sales.
6. Maintains the manual reception log file which list client / tour information, source code, sales executive responsible for each tour and the future appointments.
7. Prepares and issues gift vouchers for the clients.
8. Ensures Encore reps are called for all TNB (tour no buy).
9. Ensures all Tours are logged correctly in OTM and manual log daily, following correct SOP’s.
10. Produces weekly “Closing of the week” reports: reception report, tour counter.
11. Prints necessary reports to control accuracy of OTM input and tour management.
12. Update tour manifest as per SOP and ensure all correctly closed by end of each sales week.
General
13. Ensures that buggies are charged every day and ready on start point for SE’s.
14. Controls the issue and return of the Show home and Buggy keys.
15. Keeps Sales center clean and tidy, ensuring all lights and plants are maintained.
16. Maintains sufficient stock of food and beverages for clients.
17. Makes reservations for golf and restaurants for clients as requested.
18. Answers switchboard telephone calls and forwards messages accordingly.
19. Prepares and distributes internal/external post.
20. Prepare all necessary reports, letters and vouchers for HP clients.
21. Deals with any issues or requests relating to HP clients before, during and after their stay liaising with suppliers (Villas / Sixt / Corporate etc) to maximise customer satisfaction.
22. Strives to keep No Show & No Tour % to a minimum
23. Follows up problem resolution in writing and records any issues in Goldmine.
24. Provides / guarantees ground handler support
25. Inputs new owner information into Goldmine.
26. Referral generation administration and liaison with GM administrator in CDS. Monitoring and communicating referral generation numbers to generators and administrators and ensuring report accuracy.
Marketing Reception
27. Checks client and membership details in OTM and Inhouse list.
28. Assists Sales and Marketing printing VIP cards for owners.
29. Schedules appointments in the according system for Sales Executive and Marketing Coordinator.
OTHER:
30. Performs other related tasks as assigned by management
31. Complies with MVCI company policy and procedures
32. Covers back office associates tasks when needed
JOB QUALIFICATIONS:
33. Must speak fluent English, German and Spanish preferably
34. Excellent customer service skills
35. Good organizational skills
PHYSICAL JOB REQUIREMENTS:
36. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Policies and Procedures
37. Follow company and department policies and procedures.
38. Protect the privacy and security of coworkers.
39. Maintain confidentiality of proprietary materials and information.
Communication
40. Speak to guests and co-workers using clear, appropriate and professional language.
41. Talk with and listen to other employees to effectively exchange information.
Working with Others
42. Develop and maintain positive and productive working relationships with other employees and departments.
43. Partner with and assist others to promote an environment of teamwork and achieve common goals.
44. Support all co-workers and treat them with dignity and respect.
45. Handle sensitive issues with employees with tact, respect, diplomacy, and confidentiality.
CRITICAL COMPETENCIES
Analytical Skills
46. Computer Skills
47. Learning
48. Problem Solving
49. Decision-Making
Interpersonal Skills
50. Customer Service Orientation
51. Influence
52. Team Work
Communications
53. Communication
54. Listening
55. Telephone Etiquette Skills
56. English Language Proficiency
57. Applied Reading
Personal Attributes
58. Dependability
59. Initiative
60. Integrity
61. Presentation
62. Stress Tolerance
63. Positive Demeanor
Organization
64. Time Management
Administration
65. Typing
PREFERRED QUALIFICATIONS
Education
High school diploma/G.E.D. equivalent
Related Work Experience
At least 1 year of related work experience
Supervisory Experience
No supervisory experience is required
Languages required
English, German, Spanish
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.