Guest Service Agent

Job description

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.