Greets customers, responds to switchboard telephone calls and maintains client and tour records according to MVCI standards.
Essential Job Functions
- Guarantees Guest Experience Program (meet & greet customers) according to internal guidelines.
- Reconfirms bookings with clients on morning of presentation.
- Greets and collects invitations from tours, seats clients and ensures completion of client sheets were necessary.
- Provides refreshment to tours as needed.
- Administers the Sales line, together with sales management, taking into account priorities and language requirement / capability / power/ preview/ local line Monitors Sales Executive signing-in sheet, ensuring their start times correspond with time schedule.
- Maintains the manual reception log file which list client / tour information, source code, sales executive responsible for each tour and the future appointments.
- Prepares and issues gift vouchers for the clients.
- Ensures Encore reps are called for all TNS.
- Ensures all Tours are logged correctly in OTM and manual log daily, following correct SOP’s.
- Produces weekly “Closing of the week” reports: reception report, tour counter.
- Prints necessary reports to control accuracy of OTM input and tour management.
- Update tour manifest as per SOP and ensure all correctly closed by end of each sales week.
- Controls the issue and return of the Show home and Buggy keys.
- Keeps Sales centre clean and tidy,
ensuring all lights and plants are maintained.
- Maintains sufficient stock of food and beverages for clients.
- Makes reservations for golf and restaurants for clients as requested.
- Answers switchboard telephone calls and forwards messages accordingly.
- Prepares and distributes internal/external post.
- Prepare all necessary reports, letters and vouchers for HP clients.
- Deals with any issues or requests relating to HP clients before, during and after their stay liaising with suppliers (Villas / Sixt / Corporate etc) to maximise customer satisfaction.
- Strives to keep No Show & No Tour % to a minimum
- Follows up problem resolution in writing and records any issues in Goldmine.
- Provides / guarantees ground handler support
- Inputs new owner information into Goldmine.
- Referral generation administration and liaison with GM administrator in CDS. Monitoring and communicating referral generation numbers to generators and administrators and ensuring report accuracy.
Other
- Performs other related tasks as assigned by management.
- Complies with MVCI company policy and procedures.
- Covers back office associates tasks when needed
Job Qualifications
- Must speak fluent English, German and Spanish preferably
- Excellent customer service skills
- Good organizational skills
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.