PRINCIPAL OBJECTIVE OF POSITION

Responsible for Tour Desk operations including telephone, guest reception, tour registration, and gifting. Actively exhibits the highest level of compliance of the Company operating standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Coordinates the daily opening and closing of Tour Desk
• Perform daily maintenance to Concierge Assistant
• Ensure that the data from the property management system is imported to Concierge Assistant on a daily basis
• Process daily call list from the property management system for the VSC’s
• Assign arrivals to VSC’s in the property management system
• Log all General Information appointments/inquiries in GI Log
• Distribute premiums to guests who have toured’
• Ensure that the Starpoints distributed to guests for touring are submitted to corporate to be redeemed
• Prepare and maintain daily tour booking schedule
• Screen all customer activity per tour qualification guidelines
• Monitor daily tour activity and Sales Executive availability, and reports discrepancies to appropriate manager
• Accurately compiles and enters daily tours and related statistical data
• Generate daily and monthly tour activity summaries for distribution to key personnel and post for VSC’s
• Maintain daily communication with VSC’s with regards to tour bookings and daily tour schedule
• Exercises excellent judgment in dealing with tour scheduling in order to maximize tour production
• Exercises excellent judgment during tour over-bookings and other challenges in order to ensure positive customer experience
• Maintain excellent customer service techniques; deals with customers professionally and courteously
• Appropriately interact with all personnel and maintains positive, professional relationships with co-workers
• Maintain close communicative relationships with Marketing and Sales Management in order to ensure the highest level of program efficiency and standards
• Assist Marketing Management in executing special projects, as directed
• Track inventory, order and maintain Tour Desk supplies

QUALIFICATIONS/COMPETENCIES

Bilingual proficiency (English and Spanish)

Computer literacy, including but not limited to Microsoft Office, Excel, Microsoft Word

Mathematical Skills

Reasoning Ability to solve problems and deal with a variety of concrete variables in situations where only limited standardization exists.

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