Guest Service Agent

SUMMARY:

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:

1.     Must speak fluent English, German and Spanish preferably

2.     Excellent customer service skills

3.     Good organizational skills

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