Inbound Customer Service

Job Description

Train in office with future work from home opportunities possible!

Service inbound guest calls with a high quality of service and clear communication solutions. Maintain a positive and upbeat tone while answering guest questions and concerns.  Assisting guest with rescheduling reservations. Contribute to the teams’ efforts in accomplishing set goals. Uphold reservation standards, using effective listening skills and solution-oriented responses.   Check availability of accommodations and dates, including finding alternative dates or options if first choice is not available. Answer guest questions about property facilities/services. Contact appropriate individual or department (e.g., Sales, Data Administration, Accounting) as necessary to resolve guest calls, requests, or problems.

Follow all company policies and procedures; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Safety and Security

ƒ Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies and procedures.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Guest Relations ƒ Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.

• 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.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Thank guests with genuine appreciation and provide a fond farewell.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. Communication
• 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.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Talk with and listen to other employees to effectively exchange information.
• Provide assistance to coworkers, ensuring they understand their tasks. 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.

• Partner with and assist others to promote an environment of teamwork and achieve common goals. Quality Assurance/Quality Improvement
• Comply with quality assurance expectations and standards. Physical Tasks
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Sales

• Promote awareness of brand image internally and externally.
• Recognize opportunities to up-sell the customer and sell enhancements to create a better Marriott experience or event.
• Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott. Preview Package Sales/Tours
• Explain details and requirements related to attending a sales presentation to potential owners.
• Verify that individuals meet eligibility requirements for preview package sales/tours prior to scheduling a tour for a Marriott vacation club property.
• Overcome potential owner objections while maintaining a polite and enthusiastic demeanor.
• Communicate with potential owners via telephone to set up preview package sales/tours, including explaining the opportunities available and answering questions.
• Encourage guests or callers to purchase or schedule preview package sales/tours. ƒ Check availability of accommodations and dates, including finding alternative dates or options if first choice is not available.

Guest Relations

• Answer guest questions about property facilities/services (e.g., hours of operation, rates and room types, packages, promotions, entertainment, restaurants, special events).
• Contact appropriate individual or department (e.g., Sales, Data Administration, Accounting) as necessary to resolve guest calls, requests, or problems.

CRITICAL COMPETENCIES

Analytical Skills ƒ Learning

Interpersonal Skills

• Diversity Relations
• Customer Service Orientation
• Team Work
• Interpersonal Skills
• Influence

Communications

• Listening
• Telephone Etiquette Skills
• Communication
• English Language Proficiency
• Applied Reading

Personal Attributes ƒ Integrity

• Positive Demeanor
• Dependability
• Stress Tolerance
• Adaptability/Flexibility
• Presentation

Administration

ƒ Telephone Operations

PREFERRED QUALIFICATIONS

Education

High school diploma/G.E.D. equivalent

Related Work Experience

No related work experience is required

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.