Job Description

JOB SUMMARY

Perform all administrative tasks to Call Center team, including filing, sending emails, typing, copying, making reservations within Marsha, the input and creation of records in MOOD, the update of tour in OTM, the arrangement of transport for customers etc.

Receive, record, and relay messages accurately, completely, and legibly. Gather materials and assemble information packages. Promote awareness of brand image internally and externally.

Use hospitality skills that maximize revenue while maintaining existing guest loyalty to Marriott. Enter, retrieve, reconcile, and verify information (e.g., commissions, leads, third parties) in software involved in the sales process. answer guest questions about property facilities/service (e.g., hours of operation, rates and room types, packages, promotions, entertainment, restaurants, special events). Serve as the point of contact for clients and communicate with them by phone and email to respond to question and requests.

Record, calculate total, and report numbers of package sales/tours sold to manager/supervisor on a daily basis. Generate letters, invitations, and final participant/attendee lists. Maintain and update databases, spreadsheets, and electronic filing systems related to Sales and Marketing activities (e.g., tours, mailings). Enter, retrieve, reconcile, and verify information (e.g., commissions, leads, third parties) in software involved in the sales process.

Report accidents, injuries, and unsafe work conditions to manager. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. 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. Read and visually verify information in a variety of formats (e.g., small print). 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.

CANDIDATE PROFILE

Preferred Education and Experience

High school diploma/G.E.D. equivalent At least 2 years experiences in guest services, front desk, business Administration or related major

JOB SPECIFIC TASKS  

Daily task

Responsible for an urgent booking & preview mailbox & incoming calls Responsible for chasing flight once the booking is made (30 days and 45 days) Phuket (PBC and MKR) Room availability report Holding room and cancel the holding room within 24 hours Checking room in Marsha and OTM Responsible for all packages offered by Onsite

Specific task for Phuket virtual presentation

Input lead in excel tour trackerRecheck tour qualificationCreate OTM lead & Customer numberUpdate MOOD & change tour statusUpdate all info in excel tour slotFollow up waiting list with Onsite Team

Specific task for Singapore day tour

Check tour qualificationCreate OTM lead & Customer numberUpdate MOOD & change tour statusUpdate lead & customer in excel tour slot

Specific task for Open/Dated package

Check tour qualification, tour slot, Marsha, OTMCharge, OTM F7, update excel file chargeUpdate MOOD status

Administration for TCC team

The confirmation letter process (for package and Thank you gift)

Export OTM information and upload in excel fileRecheck informationMerge with Open/Dated confirmation letterKick back to TM for any errorsAdministration

Administration for onsite team

Input in excel file and create lead in OTMPackage payment charge (installment plan)Package payment filingSending the confirmation letter

Daily report check

Flight, OTM, package payment, language, tour comment, Marriott Bonvoy point, Sales method and TR lineRefunded package and processLead assignment

Daily report

TCC Activation reportTCC & SCC Toured & Package reportAPC Tour tracker check [2 days in advance]APOS and POS report

Weekly report

Order MBV points for Encore PackageOrder MBV points for TCC MBV500 offerOTM Error Report from EriPOS/APOS SE report

Monthly report

Referral leads reportSheraton Tokyo Bay Report for Japan Call centerTour premiums report (Maintenance fee and Marriott Bonvoy points)OTM sales method and tour required report.

COMPETENCIES, BASIC SKILLS, PERSONAL CHARACTERISTICS

Personal Attributes

IntegrityDependabilityPositive DemeanorPresentationStress ToleranceAdaptability

Interpersonal Skills

Interpersonal SkillsInterpersonal SkillsCustomer Service OrientationDiversity RelationsTeamworkInfluence

Communications

English Language ProficiencyCommunication skills, both verbal and writtenListeningExceptional telephone skillsApplied ReadingForm, Report and Log Completion

Analytical Skills

LearningComputer Skills

Organization

Detail orientation

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