CORE WORK ACTIVITIES
Guest Relations
- Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
- Thank guests with genuine appreciation.
- Address guests' service needs in a professional, positive, and timely manner.
Sales
- Promote awareness of brand image internally and externally.
- Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott Vacation Club International (MVCI).
Concierge Services
- Assist guests in arranging their Transportation needs.
- Understand and be knowledgeable about Bali and all its attractions.
- Assist guest to book their day trips for activities/shows if they request to do so.
- To ensure all hotel transportation is clean and all the necessities is available.
Communication
- Speak to guests and co-workers using clear, appropriate and professional language.
- Talk with and listen to other employees to effectively exchange information.
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.
- Assist in creating a pleasant team work environment and maintain a productive and positive team spirit.
Quality Assurance/Quality Improvement
- Comply with quality assurance expectations and standards.
- Demonstrate total understanding of the site’s culture as well as those standards of conduct and operation that exist with Marriott Vacation Club International (MVCI). Uphold MVCI’s highest standards of integrity and guest service.
Policies and Procedures
- Maintain confidentiality of proprietary materials and information.
- Protect the privacy and security of guests and coworkers.
- Follow company and department policies and procedures.
- Ensure personal appearance is clean, hygienic, professional and in compliance with company policies and procedures.
Others
- Perform all tasks in a timely manner ensuring all deadlines are met.
- Perform other reasonable duty or function that may be assigned by management.
- Be proactive and have a flexible approach to work, meeting the needs of the team and the business at all times.
- Maintain an attitude and commitment to provide excellent service to all customers and associates.
- Respond sensitively to the needs and feeling of others, regardless of status of position; accept interpersonal differences and maintain a constructive rapport with all associates and customers.
- Maintain computer systems knowledge (Goldmine, Timeshareware, Outlook, Word and Excel).
- Maintain current computer systems knowledge as used by the company.
- Work with all colleagues as a team, supporting the needs within that team and those of the business at all times.
COMPETENCIES, BASIC SKILLS, and PERSONAL CHARACTERISTICS
Personal Attributes
- Integrity
- Dependability
- Positive Demeanor
- Presentation
- Stress Tolerance
- Adaptability
- Good hospitality skills; superior guest service and salesmanship
Interpersonal Skills
- Interpersonal Skills
- Customer Service Orientation
- Diversity Relations
- Team Work
- Influence
- Ability to follow up and maintain a relationship with clients over a long period of time
- Telemarketing and personal contact skills
Communications
- Proficiency in English – both verbal and written.
- Minimum proficiency of Japanese language with N3
- Listening
- Exceptional telephone skills
- Applied Reading
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
