Job Functions
Customer Service
* Guarantees Guest satisfaction and resolves customer issues before, during and after their visit in accordance with company policy and guidelines; liaises with suppliers (Hotels / Resorts / car hire companies / Corporate) where necessary.
* Answer switchboard, preview and back office telephone calls. Manage enquiries or redirect calls/messages as appropriate. Ensure the answering machine is operational when appropriate and check messages regularly.
* Meet and greet visitors to the preview centre and, when appropriate, encourage them to make an appointment for a 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 cleaned/disinfected tables.
* Prepare and issue gift vouchers / MRW points / resort credits to clients.
* Ensure compliance and/or pre-arrival calls to Holiday Preview clients. Email missing information to the client. Record all activity in the relevant computer system.
* Forward special accommodation requests to the resort or hotel and organise additional customer requirements such as car hire or upgrades, restaurant or golf reservations, or flowers/champagne for special occasions.
* Strive to keep No Show & No Tour percentages to a minimum and ensure procedures are in place to achieve this.
* Complete welcome calls on time and ensure clients are aware of their obligations regarding the package; address those who do not adhere to the conditions.
Administration & Other
* Keep Sales Centre & show apartment clean and tidy; ensure lights, music and plants are maintained; report maintenance or repair issues and coordinate repairs.
* Complete all departmental administrative duties in a timely manner.
* Receive and coordinate all appointments from Marketing Co-ordinators, IPC Team, and in-house Team.
* Ensure all tours are logged correctly in OTM and the Electronic Tour log daily, following correct SOPs.
* Maintain the ETL reception log files listing client details, source code, sales executive, tour comments and times of each tour; update the book with future appointments.
* Create SNAGITS to hand to SE before tour starts.
* Together with Sales Management, administer the sales line, considering priorities and language requirements / capability / power line / preview / local line.
* Update tour manifest per SOP; print reports to control accuracy of OTM input and tour management; prepare weekly closing reports and complete actions on time.
* Update a file for management weekly with all ‘5NI’ clients, ‘Housed’ tours and clients who bought DMVC. Input new records in Goldmine if a client was on the 5NI list and is currently not in the database.
* Prepare information for Owner Referral’s Tours, enrolments for owner tours and rental rebate information for rental tours.
* Issue owner’s cards after checking maintenance fee status. Provide information on resale and modification department when requested.
* Work closely with the Paris office to input client data, comments, times, and weekly checks of OTM’s Tour manifest as well as all Road Show tours organized.
* Control and track petty cash, ensuring receipts are retained and necessary forms are 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 deadlines (Issue report, Room usage, vouchers control).
* Prepare release back, load waves and request/load inventory availability into the system as guided.
* Check invoices from suppliers (hotels, car hire companies) and vouchers for accuracy; prepare for payment.
* Assist sales and telemarketing in processing and making preview bookings.
* Process web bookings, update web availability and assist the 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 Marriott Package.
* Check MVCI Holiday Preview CDS inbox, S&M Reception Inbox, VT inbox, MVCI Playa Marketing inbox, MVCI Playa TMK Preview (weekends only), EME and MVC Preview Customer Service email and respond to emails.
* Assist with Goldmine administration as required.
* Handle deliveries, arrange couriers, prepare internal and external post, and deal with supplier inquiries. Distribute incoming mail and faxes.
* Check office machines are operational (e.g., paper supply, coffee machine functioning).
* Maintain sufficient stock of food and beverages for clients and staff kitchen.
* Obtain quotes from printers and other suppliers.
* Prepare training areas and meeting rooms.
* Assist with language proofreading & minor translations.
* Maintain general secretarial responsibilities and provide assistance to Managers as appropriate.
* Arrange travel for outgoing staff.
* Maintain First Aid supplies.
* Perform other related tasks or project work as assigned by management.
* Comply with MVCI company policy and procedures.
Other
* Location: Marbella Beach Resort & Playa Andaluza Resort
* Working Hours: Monday – Sunday (5 days on rota)
* General Computer Programmes: Universe, Word, Goldmine, Excel, Marsha, Opera, Cognos.
* Other Skills: Excellent communication skills, both oral and written; good problem-solving skills; customer care experience; time management and organizational skills; ability to work alone and in a team; ability to self-motivate; language skills (English, Spanish & German preferred).
* Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
#J-18808-Ljbffr