Marketing RSVP in Westin Lagunamar Ocean Resort M&S at MVW call center

Job Description

Position Summary

As a member of the professional staff, contributes specialized knowledge and skills in a discipline (e.g. Accounting, Finance, Human Resources, Information Resources, Operations Planning & Support, Sales & Marketing) area to support team and/or department business objectives. Generally, it works under limited supervision, but within established guidelines, producing and analyzing more complex business information to assist in the decision-making process.

Specific Job Summary

A front-line marketing representative responsible for selling return site packages to qualified leads, ensuring guest satisfaction during their stay, and generating future tour flow. This role is key in capturing future leads for the sales pipeline and maintaining high closing percentages through excellent customer service and strategic engagement.

Expected Contributions

• Performs more complex quantitative and qualitative analysis for business processes and/or projects. Often manages small projects, business processes or parts of larger ones.
• Responds to, solves, and makes decisions on more complex/non-routine business requests with limited to moderate risk.
• Responsible for own work and contributing to team, department and/or business results. May direct work of non-management staff.
• Assists more senior associates in achieving business results by:
  • identifying opportunities to enhance the effectiveness of business processes.
  • providing training and technical guidance to less senior staff, where appropriate, and serving as point-of-contact for problem resolution.
  • participating in setting department operating plans.
  • recognizing and celebrating team successes.
  • achieving results against budget within scope of responsibility.
• Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
• Performs other duties as appropriate.

Specific Expected Contributions

• Positively represent the Company at any location assigned. Maintain a collaborative working relationship with hotel and any other third-party company employees.
• Provide concierge services to all resort guests and members in keeping, maintaining the “service first, product second” approach.
• Deliver accurate tourist information and inspire confidence through professionalism.
• Inspire confidence in the Company through professionalism.
• Determine guests' eligibility for promotional, gifted presentations, according to the standards described in training.
• Attract eligible guests to preview the Company vacation club program using Departure gift or service
• Full inform and confirm every guest about the sales presentation, according to the standards described in training.
• Create curiosity about the vacation club and encourage guests to tour with an open mind.
• Capture of the future leads to building strong guest relationships and identifying interest for future visits.
• Complete the administrative work behind booking and confirm each sales presentation.
• Attend all mandatory meetings and training.
• Complete special projects as assigned by Marketing Supervisor.

Candidate Profile

Successful candidates should possess knowledge and experience and demonstrate strong leadership and relationship skills as follows:

Generally, a professional position with specific knowledge in a discipline (e.g., Accounting, Human Resources, Information Resources). College degree and/or relevant experience are typically required.

Specific Candidate Profile

• High School Diploma required.
• Minimum of one (1) year experience in customer service, sales, or marketing.
• Bilingual (English and Spanish) fluency required.
• Strong customer service orientation and multitasking ability.
• Proven ability to build rapport and develop guest relationships.
• Excellent written and verbal communication skills.
• Professional phone etiquette and document accuracy.
• Team-oriented with strong interpersonal skills.
• Physically able to stand, sit, walk, and lift to 35 pounds.
• Flexible schedule availability includes evenings, weekends, and holidays.
• High closing sales performance and goal-driven mindset.
• Performs other reasonable job duties as requested by Supervisors.

Competencies, Basic Skills, and Personal Characteristics

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments. Sales Ability/Persuasiveness – Using appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea from customers. Work Standards – Setting high standards of performance for self; assuming responsibility and accountability for successfully completing assignments. Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality; Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives. Building Customer Loyalty – Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty; Meets commitments Teamwork/Collaboration – Actively participating as a member of a team to move the team toward the completion of goals; Shares expertise with others; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Supports everyone's efforts to succeed; Listens to others without interrupting; Keeps emotions under control; and remains open to others' ideas. Judgment/Decision Making – Identifying and understanding issues; problems, and opportunities; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences. Adaptability – Maintaining effectiveness when experiencing major changes in work tasks or the work environment; adjusting effectively to work within new work structures, processes, requirements, or cultures; Change’s approach or method to best fit the situation. Ethics and Integrity – Maintaining and promoting social, ethical, and organizational norms in conducting internal and external business activities; Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values. Continuous Learning – Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application. Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills. Stress Tolerance – Maintaining stable performance under pressure; handling stress in a manner that is acceptable to others and to the organization. Optimism – Consistently taking ownership of and a positive and confident approach to goals and tasks at hand; Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence. Oral Communication/Written Communication- Listens and gets clarification; Responds well to questions; Participates in meetings; Able to read and interpret written information. Is able to learn and adapt to new technology as required by department. Diversity - Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment. Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments. Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly. Attendance/Punctuality - Is consistently at work and on time; Arrives at meetings and appointments on time. Decision making/Latitude -   Displays willingness to make decisions; Exhibits sound and accurate judgment; Includes appropriate people in decision-making process; Makes timely decisions.

Building Relationships

• Coworker Relationships - Interacting with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
• Customer Relationships - Developing and sustaining relationships based on an understanding of customer needs and actions.

Learning and Applying Personal Expertise

• Applied Learning - Seeking out and making the most of learning opportunities to improve performance of self-and/or others.
• Actively seeks and participates in learning activities; gains knowledge, understanding, and skill; applies knowledge or skill; welcomes performance feedback.
• Applied Business Knowledge - Evaluating market dynamics, enterprise level objectives, and important aspects of the business to accurately diagnose strengths and weaknesses, anticipate opportunities and risks, identify issues, and develop strategies and plans. Aligning individual and team actions with strategies and plans to drive business results.

Basic Competencies

• Job Specific Computer Skills - Using computer hardware and software specific to job (e.g., MARSHA, PMS, SFA, NGS, Delphi, Point of Sale, HR technology).
• Mathematical Reasoning - The ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
• Writing - Communicating effectively in writing as appropriate for the needs of the audience.

Functional Job Family Competencies

• Devising Sales Approaches and Solutions - Trying different and novel ways to deal with sales challenges and opportunities; taking courses of action or developing sales solutions that appropriately consider available facts, constraints, competitive circumstances, and probable consequences.
• Sales Call Facilitation - Ensuring that a call serves its sales objectives, maximizing the productiveness of interactions by monitoring and building on customers' cues.
• Sales Ability: Persuasiveness - Using appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea from prospects and clients.
• Sales Disposition - Demonstrating the traits, inclinations, and outlooks that characterize successful salespersons; exhibiting behavior styles that facilitate adaptation to the demands of the sales role.
• Supporting Sales Implementations - Supporting customers during the implementation of sales contracts; seeking and taking appropriate actions on customer feedback; taking responsibility for customer satisfaction and loyalty.
• Sales Opportunity Analysis - Understanding and utilizing economic, financial, industry, and organizational data; accurately diagnosing customers' business strengths, weaknesses, and key issues that can inform sales strategies and plans.

The job description is descriptive but not limiting.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.