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POSITION SUMMARY
Promote awareness of brand image internally and externally. Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott, including up-selling. Communicate with potential owners via telephone to set up preview package sales/day tours. Explain details and requirements related to attending a sales presentation to potential owners and verify that individuals meet eligibility requirements. 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. Contact appropriate individual or department (e.g., Sales, Data Administration, Accounting) as necessary to resolve guest calls, requests, or problems.
Follow all company policies and procedures; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
CRITICAL TASKS
Safety and Security
Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment. Policies and Procedures
Protect the privacy and security of guests and coworkers.
Maintain confidentiality of proprietary materials and information.
Follow company and department policies and procedures.
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
Perform other reasonable job duties as requested by Supervisors.
Guest Relations
Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
Anticipate guests’ service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
Address guests’ service needs in a professional, positive, and timely manner.
Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
Thank guests with genuine appreciation and provide a fond farewell.
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest’s name when possible.
Communication
Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one’s voice, using the callers’ name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
Speak to guests and co-workers using clear, appropriate and professional language.
Talk with and listen to other employees to effectively exchange information.
Provide assistance to coworkers, ensuring they understand their tasks.
Working with Others
Support all co-workers and treat them with dignity and respect.
Develop and maintain positive and productive working relationships with other employees and departments.
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
Partner with and assist others to promote an environment of teamwork and achieve common goals.
Quality Assurance/Quality Improvement
Comply with quality assurance expectations and standards.
Physical Tasks
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Sales
Promote awareness of brand image internally and externally.
Recognize opportunities to up-sell the customer and sell enhancements to create a better Marriott experience or event.
Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott. Preview Package Sales/Tours
Explain details and requirements related to attending a sales presentation to potential owners.
Verify that individuals meet eligibility requirements for preview package sales/tours prior to scheduling a tour for a Marriott vacation club property.
Overcome potential owner objections while maintaining a polite and enthusiastic demeanor.
Communicate with potential owners via telephone to set up preview package sales/tours, including explaining the opportunities available and answering questions.
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. ESSENTIAL JOB FUNCTIONS
To conduct In/Out Bound calls targeting the potential buyers of MVCI products in order to book the qualified prospects.
Achieve the goals as established by MVCI management such as:
Conduct In/Out bound calls on daily basis to generate the qualified tours. Booking the tours to Dubai sales gallery or to the specific road show. Fully understanding the MVCI marketing campaigns and offers.
Others:
Perform all tasks in a timely manner ensuring all deadlines are met. Perform other related tasks as assigned by management. Comply with MVCI and Marriott International policies and procedures. Be proactive and have a flexible approach to work, meeting the needs of the team and the business at all times. Maintain an attitude and commitment to provide excellent service to all customers and associates. Respond sensitively to the needs and feelings of others, regardless of status or position; accept interpersonal differences and maintain a constructive report with all associates and customers. Maintain a working knowledge of all Marriott product lines. Maintain computer systems knowledge (Windows XP, E-Mail, Word, Excel, Goldmine and OTM.) Good command of English and Arabic and knowledge on reading, writing and speaking. Work with all MVCI colleagues as a team, supporting the needs within that team and those of the business at all times. Revise the performance on daily / weekly / Periodic basis to identify the areas need of improvement In case of underperformance, liaise with the Telemarketing Manager and follow the instructions / advice given in order to improve personal performances. Adhere to MVCI policies and procedures in every regard. Guest Relations
Answer guest questions about property facilities/services (e.g., hours of operation, rates and room types, packages, promotions, entertainment, restaurants, special events).
Contact appropriate individual or department (e.g., Sales, Data Administration, Accounting) as necessary to resolve guest calls, requests, or problems.
CRITICAL COMPETENCIES
Analytical Skills Learning
Interpersonal Skills
Diversity Relations
Customer Service Orientation
Team Work
Interpersonal Skills
Influence
Communications
Listening
Telephone Etiquette Skills
Communication
English Language Proficiency
Applied Reading
Personal Attributes Integrity
Positive Demeanor
Dependability
Stress Tolerance
Adaptability/Flexibility
Presentation
Administration
Telephone Operations
PREFERRED QUALIFICATIONS
Education
High school diploma/G.E.D. equivalent
Related Work Experience
No related work experience is required
Supervisory Experience
No supervisory experience is required
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