Guest Service Agent - Long term Substitution - English a must, another language an advantage
Apply locations: Costa Del Sol
Time type: Full time
Posted on: Posted 3 Days Ago
Job Requisition ID: JR82279
Job Functions:
Customer Service
* Guarantee guest satisfaction and resolve customer issues before, during, and after their visit, adhering to company policies and guidelines; liaising with suppliers (hotels, resorts, car hire companies, corporate, etc.) where necessary.
* Answer switchboard, preview, and back-office telephone calls. Deal with inquiries or redirect calls/messages as appropriate. Ensure answering machine is operational when needed and check messages regularly.
* Meet and greet visitors to the preview center and encourage them to make appointments for tours.
* Collect invitations from tours, ask clients to fill out the 'client form', provide refreshments, and ensure cleanliness of tables and crockery.
* Prepare and issue gift vouchers, MRW points, resort credits to clients.
* Ensure compliance and/or make pre-arrival calls to holiday preview clients, email missing information, and record all interactions in the relevant computer systems.
* Forward special accommodation requests to resorts or hotels and organize additional customer requirements such as car hire, upgrades, restaurant or golf reservations, or flowers/champagne for special occasions.
* Strive to minimize no-show and no-tour percentages by ensuring procedures are followed.
* Complete welcome calls on time and ensure clients are aware of their obligations regarding their packages, addressing non-compliance effectively.
Administration & Other
* Maintain cleanliness and tidiness of the sales center and show apartments; report maintenance issues and coordinate repairs.
* Complete all administrative duties promptly.
* Coordinate appointments from marketing and IPC teams.
* Log tours correctly in OTM and maintain the electronic tour log daily following SOPs.
* Maintain the ETL reception log with client details, source codes, sales comments, and update future appointments.
* Create SNAGITS for sales executives before tours.
* Administer the sales line with management, considering priorities, language capabilities, and tour types.
* Update tour manifests, produce reports, and manage client data in Goldmine.
* Prepare information for owner referral tours, enrollments, and rental rebate info.
* Issue owner cards, check maintenance fees, and provide resale/modification info when needed.
* Collaborate with Paris office for client input, tour scheduling, and road show organization.
* Control petty cash, prepare reports, and manage invoices from suppliers.
* Assist with bookings, update web availability, and handle inbound requests.
* Charge client credit cards for previews and car hires, and process packages.
* Respond to emails from various inboxes and assist with Goldmine administration.
* Handle deliveries, courier arrangements, and incoming mail/faxes.
* Maintain office supplies, prepare training areas, and assist with translations and secretarial duties.
* Coordinate staff travel and maintain first aid supplies.
* Perform other tasks as assigned and ensure compliance with company policies.
Other Details:
Location: Marbella Beach Resort & Playa Andaluza Resort
Working Hours: Monday – Sunday (5 days on rota)
Computer Skills: Universe, Word, Goldmine, Excel, Marsha, Opera, Cognos
Skills: Excellent communication, problem-solving, customer care, organizational, teamwork, self-motivation, language skills (English, Spanish, German preferred)
Marriott Vacations Worldwide is an equal opportunity employer committed to diversity and inclusion.
About Us
Where meaningful moments are made together.
Our associates seek fulfilling work and lives. Vacations help us discover ourselves and expand our horizons. Marriott Vacations Worldwide (NYSE: VAC) is a leading global vacation company with a strong focus on relationships and quality.
Join us on our journey.
FOR A LIFE FULFILLED.
Creating vacations that move you.
* 20,000+ associates worldwide
Vacation Ownership
* 7 iconic brands
* Approximately 120 resorts
* 700,000+ owner families
* Over 90% guest satisfaction
Exchange & Third-Party Management
* Over 3,200 affiliated resorts in 90+ countries
#J-18808-Ljbffr