Supervisor Customer Relations M & S

Hourly Rate: $32.72

Promote awareness of brand image internally and externally. Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott. Communicate with potential owners via telephone to set up preview package sales/tours. Encourage guests or callers to purchase or schedule 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. Determine and give complimentaries to guests as gifts for their patronage (e.g., rewards points, show tickets). Perform general office duties to support Sales & Marketing (e.g., filing, sending emails, typing, faxing). Receive, record, and relay messages accurately, completely, and legibly.

Assist management in training, evaluating, counseling, and motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect the privacy and security of guests and coworkers. 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; prepare and review written documents accurately and completely; 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. Ensure adherence to quality 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.

Perform other reasonable job duties as requested by Supervisors.

Communication

Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).

Speak to guests and co-workers using clear, appropriate and professional language.

Provide assistance to coworkers, ensuring they understand their tasks.

Assists Management

Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.

Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).

Listen to hourly employees suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.

Working with Others

Develop and maintain positive and productive working relationships with other employees and departments.

Support all co-workers and treat them with dignity and respect.

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.

Actively listen to and consider the concerns of other employees, responding appropriately and effectively.

Quality Assurance/Quality Improvement

Monitor the performance of others to ensure adherence to quality expectations and standards.

Physical Tasks

Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

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

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