Guest Relations Associate

JOB SPECIFIC TASKS

Marketing and Sales

• Enter and update data regarding sales presentations, site packages, and self-generated leads into computer software system.
• Research, compile, retain, and/or communicate pertinent sales information/history to Sales Executives and/or Managers on a daily/weekly basis.
• Review the details and scheduling of sales presentations or preview package to guests who do not have a sales presentation scheduled.
• Promote awareness of brand image internally and externally.
• Create, log and expedite premiums (gifts) for site marketing programs.

Gallery Operations

• Set up, replenish and break down all hospitality items throughout the sales gallery in all locations.
• Ensure that the kitchen preparation room is in order.
• Ensure all common areas are neat and in order.
• Oversee and ensure the safety of any children accompanying sales presentation guests in accordance with corporate guidelines.
• Work in conjunction with the Marketing and Sales Management and Associates to ensure an efficient tour wave flow throughout the day.
• Communicate to all marketing department associates tour wave availability.
• Update tour manifest throughout the day.
• Complete all Daily Checklists and report and turn into management at the end of shift.

Rewards and Gifts

• Document the distribution of premiums (gifts) in computer software systems.
• Distribute gifts to guests upon completion of sales presentation.
• Maintain, update and balance premium gifting banks on a regular basis.
• Maintain and update Preferred Merchant List.

Guest Relations

• Address guests' service needs in a professional, positive, and timely manner.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Thank guests with genuine appreciation and provide a fond farewell.
• 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.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
• Answer guest questions about property facilities/services (e.g., hours of operation, entertainment, restaurants, special events).

Communication

• Speak to guests 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.

Policies and Procedures

• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies and procedures.
• Protect the privacy and security of guests and coworkers.
• Attend meetings as required by Supervisors.

Computer Skills

• Use computer systems and software packages to 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 guests 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.

Guest Relations Transport

• Coordinate transport requirements to assigned destinations.
• Transport management and other designates associates or business visitors from/to assigned destinations.
• Complete safety training and driving certification as necessary.
• Inspect vehicles for damage and cleanliness. 
• Document all trips prior to the start of and at the conclusion of each trip
• Park vehicle in designated location when not in use.
• Check tire pressure and fluid levels for property vehicle and refuel as necessary. 
• Notify appropriate personnel of any vehicle maintenance needs
• Scheduling vehicle for regular maintenance and service
• Make sure vehicles are in good condition
• Keep the vehicle’s key in safe place at all time.
• Document all vehicle incidents (i.e., damages, accidents) and provide reports of incidents to manager/supervisor.
• Perform other duties as requested by the management.

Other:

• 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 the 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 (Microsoft Office and MVCI Marketing systems).
• 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 the times.

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