Assisting 'live' verification for bookings submitted from Package/Day Teams.
Responsible for slot allocations and schedules.
Perform Quality Assurance checks during verification calls to eliminate incident reports.
Liaise with brokers through calls/ emails for any bookings submitted and maintain good log record for them.
Daily duties include handling customer service hotline for hotel reservations or enquiries for non-members and assist to resolve any complaints.
Invite guests to attend a personal preview of our Sales Gallery or to offer them a discounted holiday package or activate/verify open packages.
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.
Maintains an awareness of current events (e.g., news, sports, pop-culture) and information on locations to support to Customer Service focus.
Supports with the development and mentoring of other Marketing Team members as requested.
Performs other duties as assigned.
Key Performance Indicators (Note that specific targets may vary accordingly to current business strategy):
Associate will be monitored twice a period and must achieve 90% proficiency.
Associate's Dials per Hour must not fall below 15 dials per hour in a four-week period.
Associate must not exceed 8 hours per tour.
Associate must not fall below a 55% gross book to show rate in a given period.
Associate's productivity should not fall below other standards as defined by management.
Verify all packages sold by the Australian Call Centre Telemarketing unit
Undertake administrative process of packages where applicable
Activate current open dated pipeline of packages into available dates and tour slots
CANDIDATE PROFILE
Excellent written and oral communicative, verbal and non-verbal listening skills.
Fluent in English and a second language as required.
Proficient in Japanese Level N1 or N2 (supported by JLPT or equivalent certification)
Positive and enthusiastic attitude.
Presents a professional and knowledgeable image.
Ability to represent MVCI in a courteous, enthusiastic and diligent manner.
Proven experience using persuasive techniques
Experience in direct marketing or promotional sales will be advantageous.
Proven ability to work in a team environment and interact with all levels of the organization.
Working knowledge of Microsoft Excel and Word
Patience and understanding, especially with any language related barriers.
Must be able to handle a flexible work schedule which will include weekends and evenings
Experience in high volume, fast-paced, results oriented business environments.
#imvwap
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
Skills Required
- Fluent in English and a second language (Japanese)
- Proficient in Japanese Level N1 or N2 (JLPT or equivalent)
- Excellent written and oral communication and listening skills
- Proven experience using persuasive techniques
- Experience in direct marketing or promotional sales
- Working knowledge of Microsoft Excel and Word
- Ability to handle a flexible work schedule including weekends and evenings
- Experience in high volume, fast-paced, results-oriented environments
- Patience and understanding with language-related barriers
- Ability to represent the company courteously, enthusiastically, and diligently
What We Do
Marriott Vacations Worldwide encompasses a diverse portfolio of businesses — and a distinctive family of brands. Innovation. Integrity. Excellence. This is our story. And while the company spans brands and businesses, decades and continents, our shared inspiration continues to drive us forward: delivering unforgettable experiences that make vacation dreams come true. Grounded in our culture of caring and collaboration, we empower people to live their most fulfilling lives. We believe that how we do business is as important as the business we do. We put our customers at the center of every decision we make. And we hold ourselves to the highest standards of integrity and excellence, all while having fun and winning together as one team. Marriott Vacations Worldwide offers part-time and full-time careers at more than 100 resorts worldwide. Whether sharing warm, welcoming smiles, information about local fun spots or authentic cultural traditions, each of our associates leverages their passion for vacations to create fulfilling careers -- and lives. We foster environments where associates are given opportunities to grow and reach their full potential. Our first focus is to care for our associates so they can care for our customers. #TheMVWay #TeamMVW
