Job Description

The Marketing Support team is responsible to assist with training new hires, verifying with the owner/customer that calls were booked correctly, and tour confirmations.  Responsible to run designated reports used by the department, provide daily marketing updates, maintain communication between departments. This department is also responsible for contacting each booked tour individually prior to the tour date to ensure they meet and understand the qualifications for a virtual tour booking that includes all information is accurate in the system which includes rescheduling and saving cancelations.

 

Excellent phone skills, with a customer friendly demeanor towards all marketing team members as well as other internal and or external customers.  Demonstrates proper telephone techniques and communication etiquette at all times in accordance with HGV’s Spirit of Service standards. Provide accurate data entry and tracking for virtual tour presentations Prepare and process manifests of tour appointments, along with tracking throughout the day qualified tours, NQ’s, and No Shows. Support all marketing programs including for all tour related matters. Run and distribute all marketing reports needed to support business. Handle guest complaints as needed in a professional courteous manner, giving 100% customer service, i.e., gifting issues, general customer complaints, and tour reschedules.  Any and all customer complaints need to be sent daily via email to Marketing Management. Support the marketing departments by providing daily job performance, tour information, events, and booking/information, or with general questions. Provide feedback to all departments based on information received. Updates and deliver reports daily for Marketing Management. Carries out reasonable request by management of which the employee can perform. Manage and track all special marketing programs and initiatives. Responsible for meeting notes and policy and procedures distribution and acknowledgements. Report all policy violations to a member of the Marketing management team. Assist in onboard and training of coworkers and marketing executives. Have above average working knowledge of Excel, Word and Teams. Must be available to work Saturdays, Sundays, evenings, holidays and any other days/ hours as required per business needs. Responsible for all event communication, reporting and distribution. Responsible to contact each tour booked individually prior to tour date to ensure they meet and understand the qualifications for a virtual tour booking that includes all information is accurate in the system which includes rescheduling and saving cancellations. Be creative, flexible and an out of the box thinker bringing new ideas, reports, and processes to leadership.  ***Identify guests who never committed and explain the benefits of attending to recapture tour. ***Contact guests via email that do not answer confirmation calls utilizing their original confirmation email ***Manage tour manifest for all sales galleries, this includes moving tours to optimize tour flow and adding

                 additional spots (tours) from cancelations and no-shows

***Ensure confirmation emails are sent by all marketing executives ***Is responsible for contacting all guests booked on a presentation to confirm their tour, give directions, answer additional questions, recapture cancelations and no-shows. ***Review all qualifications with guest prior to arrival to minimize NQs and optimize allotments. (Tour Verification) ***Responsible for giving up-to-date tour information to the Guest Service Agents such as: current gifting information, waves that have reached the maximum tour flow, sales executive schedules, and any important information given out by management. Assist with launching tours in conjunction with the front desk when needed.