JOB SUMMARY
Handling all process related to MVCI customers stay is smooth and well taken care of. Ensuring Guests Satisfaction level as per MVCI standard and goal. Assist in various activities including engaging with guests, courtesy visits, guests’ recognition, and monitor arrival and departure flow to ensure smooth daily process. Build and maintain harmonious solid relationships with hotel employees and all departments.
Guarantee of Fair Treatment/Open Door Policy process. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect the privacy and security of guests and coworkers. Speak with others using clear and professional language; prepare and review written documents accurately and completely; 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. Ensure adherence to quality expectations and standards. Move, lift, carry, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
CORE WORK ACTIVITIES
Customer related
- Preparing welcome notes and welcome amenities; and delegate the task on his/ her absence
- Review notes on PMS system ensuring the below are fulfilled:
- Membership level
- Bonvoy level
- Request
- Special arrangement
- Provide complete and accurate tracking of all key business indicators related to the Department.
- Guest satisfaction Review
- Maintaining Courtesy Visit logbook and achieve at least 90% out of occupancy
- Communicating all guests issue and feedback to all related department. Follow up and follow through ensuring issues have been handled properly
- Provide support for all team members to ensure a well-balanced and harmonious working environment
- Responding to needs/issues/questions brought forth by guests and team
- Evaluate current processes and suggest improvements.
- Assist in stock control, collaterals, welcome folder, welcome amenities etc.
- Assists to ensure necessities for operational needs are ordered, stocked, tracks and replenished, food and beverage requirements, stationaries etc.
Quality Assurance/Quality Improvement- Monitor the performance of others to ensure adherence to quality expectations and standards.
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.
- Perform other reasonable job duties as requested by Supervisors.
Communication- Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
- Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
- Speak to guests and co-workers using clear, appropriate and professional language.
- Provide assistance to coworkers, ensuring they understand their tasks.
Working with Others- Contact appropriate individuals or department (e.g., Sales, Data Administration, Accounting) as necessary to resolve guest calls, requests, or problems. Develop and maintain positive and productive working relationships with other employees and departments.
- 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.
- Partner with and assist others to promote an environment of teamwork and achieve common goals.
- Actively listen to and consider the concerns of other employees, responding app
Safety and Security- Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
Physical Tasks- Move, lift, carry, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Other- Demonstrates total understanding of the culture and processes of the organization.
- Manages time effectively to punctually attend daily team meetings, training sessions, and customer/owner appointments.
- Participates in formal training sessions offered by management team.
- Maintains an awareness of current events (e.g., news, sports, pop-culture) and information on locations to enable customer relationship building.
- Performs other duties as assigned.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
