JOB SPECIFIC TASKS
- Assisting 'live' verification for bookings submitted from Package/Day Teams. Manage activation team to assist good verification.
- Responsible for slot allocations and schedules. Manage activation team for slot allocation and schedules.
- Perform Quality Assurance checks during verification calls to eliminate incident reports. Manage activation team to keep perform Quality Assurance checks during verification calls to eliminate incident reports.
- Liaise with brokers through calls/ emails for any bookings submitted and maintain good log record for them. Manage activation team to control quality broker bookings.
- Daily duties include handling customer service hotline for hotel reservations or enquiries for non-members and assist to resolve any complaints. Manage activation team for handling for reservation and assist to resolve any complaints.
- Invite guests to attend a personal preview of our Sales Gallery or to offer them a discounted holiday package or activate/verify open packages. Manage activation team to look after guest attend preview of our sales gallery if needed.
- Overcome potential owner objections while maintaining a polite and enthusiastic demeanor.
- Encourage guests or callers to purchase or schedule preview package sales/tours.
- 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.
- Maintains an awareness of current events (e.g., news, sports, pop-culture) and information on locations to support to Customer Service focus.
- Supports with the development and mentoring of other Marketing Team members as requested.
- Performs other duties as assigned.
Key Performance Indicators (Note that specific targets may vary accordingly to current business strategy):
- Associate will be monitored twice a period and must achieve 90% proficiency.
- Associate's Dials per Hour must not fall below 15 dials per hour in a four-week period.
- Associate must not exceed 8 hours per tour.
- Associate must not fall below a 55% gross book to show rate in each period.
- Associate's productivity should not fall below other standards as defined by management.
- Verify all packages sold by the Australian Call Centre Telemarketing unit.
- Undertake administrative process of packages where applicable.
- Activate current open dated pipeline of packages into available dates and tour slots.
CANDIDATE PROFILE
- Excellent written and oral communicative, verbal, and non-verbal listening skills.
- Fluent in English and a second language as required.
- Positive and enthusiastic attitude.
- Presents a professional and knowledgeable image.
- Ability to represent MVCI in a courteous, enthusiastic, and diligent manner.
- Proven experience using persuasive techniques.
- Experience in direct marketing or promotional sales will be advantageous.
- Proven ability to work in a team environment and interact with all levels of the organization.
- Working knowledge of Microsoft Excel and Word
- Patience and understanding, especially with any language related barriers.
- Must be able to handle a flexible work schedule which will include weekends and evenings.
- Experience in high volume, fast-paced, results oriented business environments.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
