CORE WORK ACTIVITIES
Guest Relations
- Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
- Thank guests with genuine appreciation.
- Address guests' service needs in a professional, positive, and timely manner.
Sales
- Promote awareness of brand image internally and externally.
- Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott Vacation Club International (MVCI).
Concierge Services
- Assist guests for any questions they may have regarding the property
- Understand and be knowledgeable about MVC, Marriott properties, Marriott Bonvoy program, Tokyo Disney Resort, and the Sheraton Grande Tokyo Bay hotel
Communication
- Speak to guests and co-workers using clear, appropriate and professional language.
- Talk with and listen to other employees to effectively exchange information.
Working with Others
- Support all co-workers and treat them with dignity and respect.
- Develop and maintain positive and productive working relationships with other employees and departments.
- Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
- Assist in creating a pleasant team work environment and maintain a productive and positive team spirit.
Quality Assurance/Quality Improvement
- Comply with quality assurance expectations and standards.
- Demonstrate total understanding of the site's culture as well as those standards of conduct and operation that exist with Marriott Vacation Club International (MVCI). Uphold MVCI's highest standards of integrity and guest service.
Policies and Procedures
- Maintain confidentiality of proprietary materials and information.
- Protect the privacy and security of guests and coworkers.
- Follow company and department policies and procedures.
- Ensure personal appearance is clean, hygienic, professional and in compliance with company policies and procedures.
Others
- 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 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 (MOOD, Outlook, Word, and Excel).
- 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 times.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
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