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Reservation Coordinator/Marketing Administrator POSITION SUMMARY Serve as the point of contact for clients and communicate with them by phone and email to respond to questions and requests. Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservations, and answer inquiries from guests. Operate standard office equipment other than computers. Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software. Transmit information or documents using a computer, mail, or facsimile machine, including proofreading and editing written information to ensure accuracy and completeness. Enter and locate work-related information using computers and/or point of sale systems.Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with other employees and departments, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Report accidents, injuries, and unsafe work conditions to manager. 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.CRITICAL TASKSSafety and Security
Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
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 uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company 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
Address guests' service needs in a professional, positive, and timely manner.
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.
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 (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
Assist other employees to ensure proper coverage and prompt guest service.
Communication
Speak to guests and co-workers using clear, appropriate and professional language.
Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
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.
Talk with and listen to other employees to effectively exchange information.
Reservation Coordinator / Marketing Administrator Job Family: Administration
Validating the day-to-day new leads & updates in both Goldmine & OTM
Reservation management, maintaining a good relationship with the hotel’s reservation teams
Proccing all reservations requests (HPs, Package activations, bounce backs, welcome to and owners and TNB premiums) with the local and regional hotel
Proccing all credit card payments in OTM (Packages, Welcome to & Encores)
Maintaining credit card reports and validating with CyberSource
Maintaining and ensuring the credit card filing system with finance to be compliance with MVW internal policies
Managing the MID Inventory allocated for the site in OTM in parallel with the release back process
Ensure that internal call center reports, Cognos & other reports are undated and distributed in a timely manner
Responsible for ensuring payroll, including bonus and/or commission payments are processed within the set deadlines.
Ensure sales support functions, including customer correspondence, vouchers and preview reservations are managed smoothly and confirmed to clients in a timely manner.
Act as the ‘Super User’ liaison for the EME Marketing teams in order to facilitate better control by communicating standard operating procedures (SOPs), helping clarify business processes, highlighting associate training requirements, coordinating change/enhancement requests and validating any system or process issues before they are escalated to the relevant support processes
Maintaining PII & PCI policies / process in the marketing department & Call center
Supervising, training & coaching the marketing admin team
Responsible of training both sales & marketing teams on Goldmine
Maintain & produce marketing admin process & LSOP’s
Managing In-reach MARSHA reservations
Produce Ad-hock reports to assist the senior management team
Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
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.
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. Computers/Software
Transmit information or documents using a computer.
Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservation and answer inquiries from guests.
Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software.
Input Leads from all sources to Goldmine system.
Maintain and Update Goldmine data.
Replace the reservation administrator.
Replace to other MKT administrators.
Export data the TM’s and SE’s bookings from Goldmine to OTM.
Weekly and daily new leads reports.
Input ME Referrals to Goldmine system.
Update the daily Log In into Goldmine system.
Update weekly reports from OTM to Goldmine system.
Update successful tours to owners on Goldmine system.
Reallocate leads as the work instructions.
Assist the Marketing Executive with the implementation of marketing programs.
Production of statistical reports from computer system packages as needed and requested - weekly, period quarterly and year to date.
To maintain filing system
Co-ordinate appointments / lead generation
To receive and respond to correspondence from Direct Mail programs
To liaise with marketing companies to support local and regional marketing programs
Operate Goldmine Database (lead referral)
Assist in Linkage, Affinity programs
Replace the reception supervisor and handle all related job tasks
Office Equipment
Transmit information or documents using mail, or facsimile machine.
Operate standard office equipment other than computers such as telephone, typewriter, fax, photocopier, calculator, and electronic peripherals.
CRITICAL COMPETENCIES
Reservation Coordinator / Marketing Administrator Job Family: Administration Analytical Skills Computer Skills Learning Decision-MakingInterpersonal SkillsCustomer Service Orientation Interpersonal SkillsTeamworkDiversity RelationsCommunicationsListeningEnglish Language Proficiency CommunicationTelephone Etiquette SkillsApplied ReadingWritingPersonal AttributesDependabilityIntegrityStress TolerancePositive DemeanorPresentationAdaptability/FlexibilityOrganizationDetail Orientation Multi-TaskingTime ManagementPlanning and OrganizingGeneral AdministrationTypingComputer Software Microsoft OfficePREFERRED QUALIFICATIONSEducationHigh school diploma/G.E.D. equivalentRelated Work ExperienceAt least 2 years of related work experienceSupervisory ExperienceNo supervisory experience is requiredMarriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
