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.