Job Description

JOB SPECIFIC TASKS

• Support a team to make sure arrival date & preview date are aligned with company system.

• Make Pre-Arrival call or email to confirm arrival date & preview schedule.

• Assign tour at 2 galleries based on channel mix and company needs.

• Coordinate with activation and GRA team for any change’s arrival, preview schedule or room upgrade.

• Update information to GRA/gallery regarding meet & greet on check in process.

• Provide passport form to guest on check in process or preview time.

• Welcoming guest on arrival & requalified to ensure all data valid.

• Make friendly reminder call to make sure preview on time.

• Provide information area & facilities, make sure guest on satisfaction.

• Anticipate guest needs & build the rapport with guest.

• Address guests complain & escalate to manager when needed.

• Ensure Compliance with health & quality standards.

CORE WORK ACTIVITIES

Assists Management

• Assist the Marketing Manager with the recruitment, supervision, roster scheduling and training of the marketing executive staff. 

• Partner with the Marketing Manager to establish work schedules, and review requests for PTO from team members.

• Provide complete and accurate tracking of all key business indicators related to the Department.

• Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.

• Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).

• Participate in associate performance appraisals.

• Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.

• Evaluate current processes and suggest improvements.

• Manage channel mix to support company achieving budget every year.

Quality Assurance/Quality Improvement

• Monitor the performance of others to ensure adherence to quality expectations and standards.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.

• Maintain confidentiality of proprietary materials and information.

• Follow company and department policies and procedures.

• Perform other reasonable job duties as requested by Supervisors.

Communication

• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

• Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).

• Speak to guests and co-workers using clear, appropriate and professional language.

• Provide assistance to coworkers, ensuring they understand their tasks.

Working with Others

• Contact appropriate individual or department (e.g., Sales, Data Administration, Accounting) as necessary           to resolve guest calls, requests, or problems.  Develop and maintain positive and productive working relationships with other employees and departments.

• Support all co-workers and treat them with dignity and respect.

• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

• 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 app

Safety and Security

• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.

Physical Tasks

• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Other

• Demonstrates total understanding of the culture and processes of the organization.

• Manages time effectively to punctually attend daily team meetings, training sessions, and customer/owner appointments.

• Improves sales presentation approach through self-critique, practice, and lessons from the feedback provided by others (e.g., Sales Manager Coaches, Customers, Owners).

• Participates in formal training sessions offered by management team.

• Maintains an awareness of current events (e.g., news, sports, pop-culture) and information on locations to enable customer relationship building.

• Assists in the development and mentoring of other guest service as requested.

• Understands and abides by state and federal regulation around all sales and/or marketing activity (i.e. Do Not Call Lists, State registrations, Exemptions, etc.).

• Performs other duties as assigned.
   

CANDIDATE PROFILE

Education and Experience

Education

• High School diploma, or 2 years of equivalent work experience; minimum 2 years’ experience in a similar position

Related Work Experience

• One-year related experience

Others

• Work in close contact with the general public in Marketing and Sales situations that require strong communication and customer service skills

• Demonstrate openness to adapt to different cultural contexts based on location

• Travel 20% to 50% of the time

• Must be willing to work weekends and holidays as required by business needs

COMPETENCIES, BASIC SKILLS, and PERSONAL CHARACTERISTICS

Leadership

• Adaptability - Maintaining performance level under pressure or when experiencing changes or challenges in the workplace.

• Communication - Conveying information and ideas to others in a convincing and engaging manner through a variety of methods.

• Professional Demeanor - Exhibiting behavioral styles that convey confidence and command respect from others, making a good first impression and representing the organization in alignment with its values.

• Problem Solving and Decision Making - Identifying and understanding issues, problems, and opportunities; obtaining and comparing information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.

Building and Contributing to Teams

• Driving for Results - Planning and supporting the development of individuals' skills and abilities so that they can fulfill current or future job/role responsibilities more effectively.

• Planning and Organizing - Gathering information and resources required to set a plan of action for self and/or others; prioritizing and arranging work requirements to accomplish goals and ensure work is completed.

Building Relationships

• Coworker Relationships - Interacting with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.

• Customer Relationships - Developing and sustaining relationships based on an understanding of customer needs and actions.

• Fostering Inclusion - Supporting associates with diverse styles, abilities, motivations, and/or cultural perspectives; leveraging personal differences to achieve objectives; and promoting a work environment where all associates are given the opportunity to contribute to their full potential.

Generating Organizational Talent and Capability

• Organizational Capability - Understanding and leveraging associate talent and capabilities to meet work needs; supporting the attraction, selection, and/or retention of associates in order to achieve department and business objectives. Diagnoses capability needs; recruits and evaluates potential employees; emphasizes retention; champions talent management.

• Talent Management - Providing guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Personal Expertise

• Applied Learning - Seeking out and making the most of learning opportunities to improve performance of self and/or others. Actively seeks and participates in learning activities; gains knowledge, understanding, and skill; applies knowledge or skill; welcomes performance feedback.

• Business Acumen - Understanding and utilizing business information (e.g., Associate, Guest/Customer Satisfaction, Financial Performance) to manage everyday operations and generate innovative solutions to approach business and administrative challenges.

• Basic Competencies

• Job Specific Computer Skills - Using computer hardware and software specific to job (e.g., MARSHA, PMS, MOOD, Microsoft Excell, Point of Sale, HR technology).

• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.

• Writing - Communicating effectively in writing as appropriate for the needs of the audience.

• Functional Job Family Competencies

• Team Coaching - Providing timely coaching, guidance, and feedback to help others excel on the job and meet key accountabilities.

• Marketing and Sales - Knowledge of Marketing and Sales concepts including principles and methods for showing, promoting and selling products or services as well as marketing strategies and tactics.

• Marketing and Sales and Operations - Ability to understand the business needs and basic concepts of Marketing and Sales and Resort Operations in order to build a positive and collaborative working relationship.

CANDIDATE PROFILE

• Minimum of one (1) year of experience in administrative, data entry or a related field.

• Minimum 1 year hospitality experiences.

• Proficiency in English (additional language required for certain positions).

• Intermediate computer with proficiency in the use of Microsoft Office computer word-processing skills with specific knowledge of Microsoft Excel and Word.

• Ability to work under pressure, manage multiple priorities, and be a self-starter.

• Ability to work within tight deadlines and meet targets. Proven ability to work in a team environment and interact with all levels of the organization.

• Excellent organizational and attention to detail skills.

COMPETENCIES - Fundamental competencies required for accomplishing basic work activities

Analytical Skills

• Learning

Administration

• Computer & System skill

Personal Attributes

• Integrity

• Positive Demeanor

• Dependability

• Stress Tolerance

• Adaptability/Flexibility

• Presentation

Communications

• Listening

• Communication

• English Language Proficiency

• Applied Reading

• Speak good mandarin (optional)

Interpersonal Skills

• Customer Service Skills

• Complaint Handling

• Diversity Relations

• Teamwork

• Interpersonal Skills

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