Portuguese Exchange Advisor

JOB REQUIREMENTS

Physical Ability — Perform physical tasks such as moving, lifting, carrying, pushing, pulling, and placing objects weighing up to 10 pounds without assistance. Reach overhead and below the knees, perform bending, twisting, pulling, and stooping, and be able to stand, sit, or walk for an extended period or for an entire work shift.

Work Schedules — Maintain availability to work a fluctuating schedule, based on business needs, which may include days, nights, weekends, and holidays.

Education, Certification, or Licenses Preferred – High School Diploma or G.E.D. Equivalent preferred but not required. Proficiency in English and Portuguese (additional language required for certain positions). No related work experience required.

Competencies – Personal Attributes: Dependability, Presentation, Positive Demeanor, Adaptability/ Flexibility, Stress Tolerance, Integrity, Multitasking

Interpersonal Skills: Customer Service Orientation, Diversity Relations, Teamwork, Influence

Communication: Listening,written ability to enter notes and e-mails clearly and concisely

Analytical Skills: Learning

ESSENTIAL FUNCTIONS

(Job Specific Duties)

As a Portuguese Advisor Representative, you will Deliver levels of sales and service which are consistent with quality standards.

Maintain comprehensive knowledge of company and departmental products, policies and procedures so that member awareness is increased, and the system operates effectively.

Educate and guide members on how to effectively utilize their membership benefits and exchange services.

Offer alternatives and council members observing inventory restrictions and limitations, when possible, but using initiative within corporate guidelines in the interests of enhancing members’ satisfaction.

Process exchange confirmations, Getaways, membership sales.

Meet and exceed individual productivity targets on call handling for confirmations and renewals.

Handle and take ownership of each call seeing through to solution with Supervisor assistance if necessary.

Maintain good communication with members and staff at all levels and undertake all dealings with members that reflect the higher standards of customer service.

Handle all calls from Interval members. Overcome potential owner objections while maintaining a polite and enthusiastic demeanor.

Telemarketing outbound calls to be made to maintain and increase the membership base.

Manage database of members having placed requests by using system-generated reports to assist in enhanced searching to achieve members’ confirmed bookings.

Ensure contact is made with members every 30 days if their request is not fulfilled.

Promote the products of Internal Travel where applicable so that members can make a seamless transfer to complete their needs.

Ad-Hoc proofreading of company literature.

Actively listen and respond positively to Member’ 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 Member’ service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

Check the availability of accommodations and dates, including finding alternative dates or options if the first choice is not available.

Explain all fees and cancellation policies to callers.

Overcome potential member’ objections while maintaining a polite and enthusiastic demeanor.

Contact the appropriate individual or department (e.g., Sales, Data Administration, Accounting) as necessary to resolve guest calls, requests, or problems.

Perform any other related duties as required.

Communication

Communicate via telephone using appropriate etiquette including answering the phone within 3 rings, answering with a smile in ones voice, using the callers name, transferring calls to the 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 coworkers using clear, appropriate, and professional language.

Talk with and listen to other employees to effectively exchange information.

Provides assistance to coworkers, ensuring they understand their tasks.

Ability to handle multiple systems simultaneously, along with proficiency in reading, writing and comprehension.

Working With Others

Support all coworkers 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.

Quality Assurance/Quality Improvement

Complies with quality assurance expectations and standards.

Policies and Procedures

Maintain confidentiality of proprietary materials and information.

Ensure uniform, nametags, and personal appearance are clean, hygienic, professional, and in compliance with company policies and procedures.

WORK ENVIRONMENT

Work Area Expectations:

Frequently Asked to Perform the Following

Lift/Carry/Push/Pull Items that Weigh up to 10lbs.

Use of Computer, telephone, and other office equipment

Stand

Walk

Sit

Work a schedule that includes specific shifts and hours.

Occasionally Asked to Perform the Following

Lift/Carry/Push/Pull Items that Weigh up to 50lbs with assistance.

Exposure to high levels of noise

Climb Stairs

Bend

Stoop

Crouch

Reach

Grasp

Never Asked to Perform the Following

This job description includes the essential functions, job requirements, and minimum standard of work expected from an associate in this position. Associates are expected to perform all other reasonable duties as assigned by Supervisors, Leads, or Managers to meet guests’ and Owner’s needs or business objectives, including any reasonable duties not expressly stated in this job description. In addition, the associate is expected to follow the employer’s standards, policies, and procedures issued in other media, e.g., associate handbook, Company Intranet, Marriott Vacations Worldwide training videos, and Company Memos. Employment is at will, and this job description is not intended to create an offer, contract, or guarantee of employment. 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.

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