Guest Service Agent

hace 2 días

Estepona, Málaga, España Marriott Vacations Worldwide A tiempo completo

Job Functions
Customer Service

  • Guarantees Guest satisfaction and resolve customer issues before, during and after their visit adhering to company policy and guidelines; liaising with suppliers (Hotels / Resorts / -car hire companies/ Corporate etc) where necessary.
  • Answer switchboard, preview and back office telephone calls. Deal with enquiries or redirect calls / messages as appropriate. Ensure answering machine is operational when appropriate and check frequently for messages.
  • Meet and Greet visitors to the preview centre and when appropriate encourage them to make appointment for tour.
  • Collect invitations from tours, ask clients to fill out the 'client form', provide refreshments and snacks. Collect dirty crockery and ensure a sufficient supply of clean crockery and clean / disinfect tables.
  • Prepares and issues gift vouchers/MRW points / resort credits to the clients.
  • Guarantee compliance and/or pre-arrival calls to Holiday Preview-clients. email missing information to the client. Record all in relevant computer system
  • Forward special accommodation requests to the resort or hotel and organise additional customer requirements they may have such as car hire or upgrade, restaurant or golf reservations or flowers/champagne for special occasions.
  • Strive to keep No Show & No Tour % to a minimum and ensures procedures are in place in order to achieve this.
  • Complete welcome calls on time & ensure clients are aware of their obligations with regards to the package and deal effectively with those who do not adhere to the conditions

Administration & Other

  • Keeps Sales Centre & show apartment clean and tidy; make sure all lights, music and plants are maintained, report any maintenance or repair issues & coordinate repairs.
  • Ensure completion of all administrative duties within the department in a timely manner
  • Receive and co-ordinate all appointments from Marketing Co-Ordinators IPC Team, in-house Team
  • Ensure all tours are logged correctly in OTM and Electronic Tour log daily, following correct SOP's.
  • Maintain the ETL reception log files which list client details, source code, sales executive, tour comments and times of each tour and update the book with future appointments.
  • Create SNAGITS to hand to SE before tour starts
  • Together with Sales Management, administer the sales line, taking into account priorities and language requirement / capability / power line/ preview/ local line.
  • Update tour manifest as per SOP, print reports to control accuracy of OTM input and tour management, prepare weekly 'closing of the week' reports complete actions on time.
  • Update a file for management on weekly basis with all '5NI' clients, 'Housed' tours and client who bought DMVC. Inputs new records in Goldmine if a client was on 5NI list and currently not on the database.
  • Prepare the information for Owner Referral's Tours, enrolments for owner tours and rental rebate information for rental tours.
  • Issue owner's cards after checking on maintenance fees status. Provide information on resale and modification department when requested.
  • Work closely with Paris office to input clients, comments, times and weekly check OTM's Tour manifest as well as all the tours for the Road Show tours organised.
  • Control and track petty cash, ensuring receipts are retained and necessary forms completed for accounting purposes.
  • Prepare all necessary reports, letters and vouchers for Holiday Preview clients.
  • Update the Holiday Preview log and other systems as appropriate.
  • Produce departmental reports to deadline (Issue report, Room usage, vouchers control).
  • Prepare release back, load waves and request/load inventory availability into the system as per guidance.
  • Check invoices from suppliers, for hotels, Car hire company & vouchers are correct and prepare for payment.
  • Assist sales and telemarketing in processing and making preview bookings.
  • Process web bookings, update web availability and assist telemarketing department when needed.
  • Process inbound bookings and activations as required.
  • Charge client credit cards for previews and / or car hire where necessary, process and charge Discover Marriott Package.
  • Check MVCI Holiday preview CDS inbox, S&M Reception Inbox, VT inbox, MVCI Playa Marketing inbox, MVCI Playa TMK Preview (weekends only), EME and MVC Preview Customer Service email and respond to emails.
  • Assist with Goldmine administration as required.
  • Handle deliveries, arrange couriers, prepare internal and external post and deal with all other supplier enquiries. Distribute incoming mail and incoming faxes
  • Check office machines are operational (i.e. check supplied with paper, coffee machine is working etc).
  • Maintain sufficient stock of food and beverages for clients & staff kitchen.
  • Obtain quotes from printers and other suppliers
  • Prepare training areas & meeting rooms
  • Assist with language proof reading & minor translations
  • Maintain general secretarial responsibilities & assistance to Managers as appropriate
  • Travel arrangements for outgoing staff
  • Upkeep of First Aid supplies
  • Performs other related tasks or project style work as assigned by management.
  • Complies with MVCI company policy and procedures.

Other

  • Location:

Marbella Beach Resort & Playa Andaluza Resort

  • Working Hours:

Monday – Sunday (5 days on rota)

  • General Computer Programmes: Universe, Word, Goldmine, Excel, Marsha, Opera, Cognos.
  • Other Skills:
  • Excellent Communications skills, oral and written
  • Good problem solving skills
  • Customer care experience
  • Time management and organizational skills
  • Ability to work alone and in a team
  • Ability to self motivate
  • Language skills (preferable; English, Spanish & German)

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

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