Job Description

Ensure world class customer service is provided to all internal and external customers by monitoring Representative calls. Focus on quality, accuracy, productivity and associate motivation with emphasis on monitoring consistency, effective feedback, and accurate tracking. Maintain positive and professional working relationships with colleagues. Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservations, and answer inquiries from guests. Transmit information or documents using a computer, mail, or facsimile machine. Operate standard office equipment other than computers. Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software. Handle incoming and outgoing mail, including date stamping and distributing incoming mail. Create and maintain computer- and paper-based filing and organization systems for records, reports, documents, etc. Compile, copy, sort, and file records of office activities, business transactions, and other activities. Enter and locate work-related information using computers and/or point of sale systems.

Follow all company and safety and security policies and procedures; ensure uniform and personal appearances are clean and professional. Maintain confidentiality of proprietary information and protect company assets. Report accidents, injuries, and unsafe work conditions to manager. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Prepare and review written documents accurately and completely; read and visually verify information in a variety of formats. Comply with quality assurance expectations and standards. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of employees. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

CANDIDATE PROFILE

Preferred Education and Experience 

High school diploma/GCSE/ O’level equivalentAt least 6 months experience related experienceNo supervisory experience is required

JOB SPECIFIC TASKS  

Policies and Procedures

Maintain confidentiality of proprietary materials and information.Protect the privacy and security of customers and co-workers.Follow company and department policies and procedures.Research questions and problems; refer complex issues to supervisor.Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.Perform other reasonable job duties as requested by Supervisors.

Guest Relations

Address customers' service needs in a professional, positive, and timely manner.Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.Thank guests with genuine appreciation and provide a fond farewell.Assist other employees to ensure proper coverage and prompt guest service.

Communication

Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.Discuss work topics, activities, or problems with co-workers, supervisors, or managers using proper discretion.Speak to guests and co-workers using clear, appropriate and professional language.Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.Talk with and listen to other employees to effectively exchange information.Compose routine correspondence or documents, such as, form letters, travel itineraries or meeting agendas.

Working with Others

Treat all employees and customers with dignity and respect.Develop and maintain positive and productive working relationships with other employees and departments.Partner with and assist others to promote an environment of teamwork and achieve common goals.Actively listen to and consider the concerns of other employees, responding appropriately and effectively.Handle sensitive issues with employees and/or guests with tact, respect, diplomacy and confidentiality.

Physical Tasks

Enter and locate work-related information using computers and/or other methods.Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Quality Assurance

Comply with quality assurance expectations and standards.

Documentation/Reporting

Maintain computer- and paper-based filing and organization systems for records, reports, documents, etc.

Computers/Software

Use computer systems and software packages to input, access, modify, store, or output informationEnter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservation and answer inquiries from guests.Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software.

Office Equipment

Transmit information or documents using mail, scanner, or facsimile machine.Operate standard office equipment other than computers such as telephone, typewriter, scanner, fax, photocopier, calculator, and electronic peripherals.Keep office equipment in working order and contact service representatives to correct problems with office equipment, including following-up to ensure problem is corrected.Maintain office areas (e.g., cubicles, storerooms, conference rooms, etc.), including calling housekeeping and maintenance when needed.

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