Guest Service Agent

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:

1. Location:

Marbella Beach Resort & Playa Andaluza Resort

2. Working Hours:

Monday – Sunday (5 days on rota)

3. General Computer Programmes: Universe, Word, Goldmine, Excel, Marsha, Opera, Cognos.

4. Other Skills:

a. Excellent Communications skills, oral and written

b. Good problem solving skills

c. Customer care experience

d. Time management and organizational skills

e. Ability to work alone and in a team

f. Ability to self motivate

g. 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.