Job Summary
To support the hotel operation and all teams with all “heart of the house” guest service, including pre-arrival and welcome calls, reservations, tee times, concierge facts, etc. Digital Concierge Specialist will work in the “heart of the house” managing the Concierge group email box, inbound and outbound Concierge phone lines, and approved social media interactions. Ensure all guest expectations are met and exceeded.
Expected Contributions
- Through professional and courteous service, contact with guests prior to arrival to offer concierge service support to enhance the guest experience and assist the VSC team to meet budget targets.
- Assist with all guest customer service including tee times, reservations, spa appointments, transportation confirmation, etc.
- Follow-up and ensure that all concierge related guest requests are fulfilled, and deliverables are given to guest upon request.
- Work with management to ensure all brand standards are being followed with respect to guest service touch points.
- Perform welcome calls and tour confirmation calls to support the team as needed.
- To keep a library of area information including restaurant, golf, spa, attractions, transportation, etc.
- Attend required trainings as requested by management.
- Provide creative suggestions for new programs or improvements to current processes in order to maximize efficiency in sales and guest/owner relations.
- Maintain a positive attitude with all external and internal customers.
Candidate Profile
- Proven track record in a strong customer service environment and familiarity with local marketplace is a must.
- Highly organized, motivated, and goal-oriented individual with excellent written and verbal communication skills.
- Attention to detail and ability to multi-task is a requirement.
- Must be willing to work flexible hours including evenings, weekends, and holidays.
- Proficiency in computers – software knowledge and skills in Microsoft Office applications (Word, Excel, PowerPoint) are a requirement. Multi-tasking with multiple applications is essential.
- High School Diploma required.
- Minimum of one (1) year of experience in customer service, sales, or marketing.
- Bilingual, ability to speak English and Spanish, fluently.
- Must have excellent written and verbal communication skills, prepares and reviews written documents accurately and completely, and answers telephones using clear and professional language.
- Performs other reasonable job duties as requested by Supervisors.
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Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
