Job Description

Serve as a technical expert for team members and coordinate team member schedules. Greet package tour guests as they arrive for check-in at the location. Provide information about the Sales Presentation Tour to guests. Provide directions to the sales center for package tour guests or make transportation arrangements. Provide concierge services to all location guests and encourage participation in a Sales Presentation Tour. Provide attraction, theme park, and event tickets for sale to all guests and use effective sales techniques to drive sales volume.
Report accidents, injuries, and unsafe work conditions to manager. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all customers; anticipate and address customers’ service needs; assist individuals with disabilities; thank customers with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Ensure adherence to quality expectations and standards; identify, recommend, develop, and implement new ways to increase organizational quality. Reach, bend, twist, pull, and stoop; visually inspect tools, equipment, or machines; move up and down stairs and/or service ramps; move, lift, or carry objects weighing less than or equal to 10 pounds; stand, sit, or walk for an extended period of time. Perform other reasonable job duties as requested.

CRITICAL TASKS
Marketing and Sales

• Act as first point of Marketing and Sales contact with package tour guests when they arrive at location.
• Coordinate tour guest check-in information with the Sales Gallery.
• Where applicable, offer tickets to local attraction, theme parks, and events for sale to guests.
• Use discovery techniques to determine if non-tour guests are eligible for a Sales Presentation Tour.
• Provide information about the Sales Presentation Tour and answer any questions about the tour.
• Overcome objections to participating in a Sales Presentation Tour while maintaining a positive rapport.
• Arrange transportation for tour guests to the Sales Gallery and ensure they arrive on time for the Sales Presentation Tour.

Assists Management

• Serve as a technical expert for team members.
• Conduct quality assurance checks when needed.
• Provide instruction and coaching to team members as needed.
• At request of Supervisor/Manager, create work schedule for team members.
• Review and deliver various reports to Sales and Marketing Managers.

Guest Relations

• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• 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
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
• Provide detailed information about property amenities.
• Recommend local restaurants and activities based on customer preferences.
• Offer to provide reservation services for local restaurants, golf courses, tours, or other attractions.
• Assist other employees to ensure proper coverage and prompt customer service.
• Thank customers with genuine appreciation and provide a fond farewell.
  Communication
• Speak to customers and co-workers using clear, appropriate and professional language.
• 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.
• Talk with and listen to other employees to effectively exchange information.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

Computer Skills

• Use multiple computer systems and software packages to cross reference, input, access, modify, store, or output information
• Enter and retrieve data from computer systems using a keyboard, mouse or trackball.

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or customers with tact, respect, diplomacy, and confidentiality.
• Develop and maintain positive and productive working relationships with other employees and departments.

Physical Tasks

• Enter and locate work-related information using computers and/or point of sale systems.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Policies and Procedures

• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies and procedures.
• Protect the privacy and security of customers and coworkers.
• Attend meetings as required by Supervisors.
• Perform other reasonable job duties as requested.

CRITICAL COMPETENCIES

• Analytical Skills
• Learning
• Interpersonal Skills
• Team Work
• Diversity Relations
• Influence
• Customer Service Orientation
• Communication
• Listening
• Applied Reading
• Telephone Etiquette Skills
• English Language Proficiency
• Electronic Communication

Personal Attributes

• Integrity
• Dependability
• Initiative
• Stress Tolerance
• Adaptability/Flexibility
• Property Knowledge
• Company Policies Knowledge
• Sales
• Customer Loyalty

PREFERRED QUALIFICATIONS
Education
High school diploma/G.E.D. equivalent
Related Work Experience
At least 1 year of related work experience
Supervisory Experience
No supervisory experience is required

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