Job description
Job Description$12-15/hour plus commissions! On site training and then working from home - must live in Orlando area!
Handle all incoming calls via telephone from 800-VILLAS-9, using good listening and communication skills to qualify customers’ needs and make accurate reservations. Use reservation sales techniques that maximize revenue, including up-selling while maintaining the highest number of reservations at Marriott Vacations Worldwide properties as possible. Check availability of accommodations and dates, including finding alternative dates or options if first choice is not available. Answer guest questions about property facilities/services. Contact appropriate individual or department (e.g., Sales, Data Administration, Accounting) as necessary to resolve guest calls, requests, or problems.
Encourage all guests either an opportunity to book and attend a 90-minute sales presentation (where applicable) to coincide with their stay at one of our participating MVW properties or purchase a preview vacation package for future use. Explain details and requirements related to attending a sales presentation and verify that individuals meet eligibility requirements. Overcome potential objections while maintaining a polite and enthusiastic demeanor.
Follow all company policies and procedures; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. 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.
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Safety and Security
ƒ Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment. 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.
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 ƒ Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
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.
Address guests' service needs in a professional, positive, and timely manner.
Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
Thank guests with genuine appreciation and provide a fond farewell.
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. 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.
Speak to guests and co-workers using clear, appropriate and professional language.
Talk with and listen to other employees to effectively exchange information.
Provide assistance to coworkers, ensuring they understand their tasks. Working with Others
Support all co-workers and treat them with dignity and respect.
Develop and maintain positive and productive working relationships with other employees and departments.
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. Quality Assurance/Quality Improvement
Comply with quality assurance expectations and standards. Physical Tasks
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Sales
Promote awareness of brand image internally and externally.
Recognize opportunities to up-sell the customer and sell enhancements to create a better Marriott experience or event.
Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott. Reservation Conversion, Sales Tours, and Preview Package Sales
Explain details and requirements related to attending a sales presentation to potential owners.
Verify that individuals meet eligibility requirements for preview package sales/tours prior to scheduling a tour for a Marriott vacation club property.
Overcome potential owner objections while maintaining a polite and enthusiastic demeanor.
Communicate with potential owners via telephone to set up preview package sales/tours, including explaining the opportunities available and answering questions.
Encourage guests or callers to purchase or schedule preview package sales/tours. ƒ Check availability of accommodations and dates, including finding alternative dates or options if first choice is not available. Guest Relations
Answer guest questions about property facilities/services (e.g., hours of operation, rates and room types, packages, promotions, entertainment, restaurants, special events).
Contact appropriate individual or department (e.g., Sales, Data Administration, Accounting) as necessary to resolve guest calls, requests, or problems.
CRITICAL COMPETENCIES
Analytical Skills ƒ Learning
Interpersonal Skills
Diversity Relations
Customer Service Orientation
Team Work
Interpersonal Skills
Influence
Communications
Listening
Telephone Etiquette Skills
Communication
English Language Proficiency
Applied Reading
Personal Attributes ƒ Integrity
Positive Demeanor
Dependability
Stress Tolerance
Adaptability/Flexibility
Presentation
Administration
ƒ Telephone Operations
Education
High school diploma/G.E.D. equivalent
