Ofertes d'ocupació a Marriott Vacations Worldwide

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. MVC Excel Office Word

Job Functions

Customer Service

• Guarantees Guest satisfaction and resolve customer issues before, during and after their visit adhering to company policy and guidelines; liaising with suppliers (Hotels / Resorts / -car hire companies/ Corporate etc) where necessary.
• Answer switchboard, preview and back office telephone calls. Deal with enquiries or redirect calls / messages as appropriate. Ensure answering machine is operational when appropriate and check frequently for messages.
• Meet and Greet visitors to the preview centre and when appropriate encourage them to make appointment for tour.
• Collect invitations from tours, ask clients to fill out the 'client form', provide refreshments and snacks. Collect dirty crockery and ensure a sufficient supply of clean crockery and clean / disinfect tables.
• Prepares and issues gift vouchers/MRW points / resort credits to the clients.
• Guarantee compliance and/or pre-arrival calls to Holiday Preview-clients. email missing information to the client. Record all in relevant computer system
• Forward special accommodation requests to the resort or hotel and organise additional customer requirements they may have such as car hire or upgrade, restaurant or golf reservations or flowers/champagne for special occasions.
• Strive to keep No Show & No Tour % to a minimum and ensures procedures are in place in order to achieve this.
• Complete welcome calls on time & ensure clients are aware of their obligations with regards to the package and deal effectively with those who do not adhere to the conditions
  
  

• Keeps Sales Centre & show apartment clean and tidy; make sure all lights, music and plants are maintained, report any maintenance or repair issues & coordinate repairs.
• Ensure completion of all administrative duties within the department in a timely manner
• Receive and co-ordinate all appointments from Marketing Co-Ordinators IPC Team, in-house Team
• Ensure all tours are logged correctly in OTM and Electronic Tour log daily, following correct SOP’s.
• Maintain the ETL reception log files which list client details, source code, sales executive, tour comments and times of each tour and update the book with future appointments.
• Create SNAGITS to hand to SE before tour starts
• Together with Sales Management, administer the sales line, taking into account priorities and language requirement / capability / power line/ preview/ local line.
• Update tour manifest as per SOP, print reports to control accuracy of OTM input and tour management, prepare weekly ‘closing of the week’ reports complete actions on time.
• Update a file for management on weekly basis with all ‘5NI’ clients, ‘Housed’ tours and client who bought DMVC. Inputs new records in Goldmine if a client was on 5NI list and currently not on the database.
• Prepare the information for Owner Referral’s Tours, enrolments for owner tours and rental rebate information for rental tours.
• Issue owner’s cards after checking on maintenance fees status. Provide information on resale and modification department when requested.
• Work closely with Paris office to input clients, comments, times and weekly check OTM’s Tour manifest as well as all the tours for the Road Show tours organised.
• Control and track petty cash, ensuring receipts are retained and necessary forms completed for accounting purposes.
• Prepare all necessary reports, letters and vouchers for Holiday Preview clients.
• Update the Holiday Preview log and other systems as appropriate.
• Produce departmental reports to deadline (Issue report, Room usage, vouchers control).
• Prepare release back, load waves and request/load inventory availability into the system as per guidance.
• Check invoices from suppliers, for hotels, Car hire company & vouchers are correct and prepare for payment.
• Assist sales and telemarketing in processing and making preview bookings.
• Process web bookings, update web availability and assist telemarketing department when needed.
• Process inbound bookings and activations as required.
• Charge client credit cards for previews and / or car hire where necessary, process and charge Discover Marriott Package.
• Check MVCI Holiday preview CDS inbox, S&M Reception Inbox, VT inbox, MVCI Playa Marketing inbox, MVCI Playa TMK Preview (weekends only), EME and MVC Preview Customer Service email and respond to emails.
• Assist with Goldmine administration as required.
• Handle deliveries, arrange couriers, prepare internal and external post and deal with all other supplier enquiries. Distribute incoming mail and incoming faxes
• Check office machines are operational (i.e. check supplied with paper, coffee machine is working etc).
• Maintain sufficient stock of food and beverages for clients & staff kitchen.
• Obtain quotes from printers and other suppliers
• Prepare training areas & meeting rooms
• Assist with language proof reading & minor translations
• Maintain general secretarial responsibilities & assistance to Managers as appropriate
• Travel arrangements for outgoing staff
• Upkeep of First Aid supplies
• Performs other related tasks or project style work as assigned by management.
• Complies with MVCI company policy and procedures.
  
  

• Location:
  
  

• Working Hours:
  
  

• General Computer Programmes: Universe, Word, Goldmine, Excel, Marsha, Opera, Cognos.
• Other Skills:
• Excellent Communications skills, oral and written
• Good problem solving skills
• Customer care experience
• Time management and organizational skills
• Ability to work alone and in a team
• Ability to self motivate
• Language skills (preferable; English, Spanish & German)
  
  

• Nivell d'experiència---
• Tipus de contracteA temps complert
• PublicadaNova

. MVC Office Outlook

CRITICAL TASKS

Essential Job Functions

• Handle guest check-in and checkout efficiently and in a professional manner, following the company procedures.
• Hand over any relevant information with the relevant departments or shifts, using the right ways of communication.
• Read the memo board, to keep updated on all current information.
• Always use the correct telephone etiquette.
• Perform Courtesy Visits to ensure the highest level of satisfaction of our Owners and Guests.
• Develop a thorough knowledge of resort property, resort staff, resort services and the hours of operation.
• Maintain a high standard of personal hygiene and wear proper uniform at all times.
• Ensure the cleanliness and neatness of the Front Desk and office.
• Understand the resort fire and safety procedures.
• Handle guest complaints in a professional and hospitable manner.
• Report any unusual occurrences to the MOD, Front Desk Manager or General Manager.
• Adhere to all company policies and procedures.
• Have a basic knowledge of resort rates, vouchers and discounts, as well as basic knowledge of Marsha reservation system.
• On a daily complete the credit check according to the company procedure.
• On a daily basis ensure a correct cashier closing, following accounting guidelines and procedures.
• Responsible for answering calls, recording guest requests, and then pursuing the issue to a resolution.
• Ensure that all customer complaints are recorded in the Guest Response Program in a timely and professional manner. Must coordinate the response to guest issues and then follow-up with the guest to ensure satisfaction with the result.
• Have knowledge of the local area and the resort, resort staff, and resort services, including the hours of operation for all departments involved and in the surrounding areas; has a thorough knowledge of guestrooms including: locations, views, amenities, features, types, etc.
• Is a resort ambassador by promoting the resort outlets.
• Understands various payment options and procedures, knows how to read a reservation in Opera and Marsha.
• Handle all emergencies according to established procedures.
  
  

• Hotel /Tourism Degree
• Fluent in Spanish, German and English. Other European languages a plus.
• Excellent hospitality skills.
• Basic accounting skills.
• Well organized, good team player.
• Working knowledge of Opera/Guestware/Concierge Assistant/Marsha software
  
  

• Maintain a neat and professional appearance at all time.
• Frequent bending, kneeling and stooping, lifting up to 15kg
• Good visual observation.
• Long standing hours.
• Stress resistant
• Good communication skills
• Flexible (working hours)
  
  

• Perform other duties as required to meet the needs of the department or as instructed by Management.
  
  

• Be punctual and wear the name tag and uniform at all times during working hours.
• Perform all tasks in a timely manner ensuring all deadlines are met.
• Comply with MVC policies and procedures.
• 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 feelings of others, regardless of status or position; accept interpersonal differences and maintain a constructive rapport with all associates and customers.
• Maintain a working knowledge of all MVC product lines.
• Maintain computer systems knowledge (MS Office, Outlook, etc)
• Work with all MVC colleagues as a team, supporting the needs within that team and those of the business at all times.
• Must be proactive in every area, including offering additional services to clients.