Vacation Planner

This is a full-time fixed term contract (ending December 2023) working from home position, whereby we require you to communicate in Mandarin and English and 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/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.

CANDIDATE PROFILE

Preferred Education and Experience
- High school completion or equivalent
- Related work experience

Required Qualifications
- Proficiency in reading and writing English (additional language required for certain positions)

**Willing To**:

- Work in contact with the general public using strong communication and customer service skills
- Demonstrate openness to adapt to different cultural contexts based on location
- Must be willing to be flexible across shifts as required by business needs

JOB SPECIFIC TASKS

**Activations**:

- Assisting ‘live’ verification for bookings submitted from Package/Day Teams
- Responsible for slot allocations and schedules
- Acting QA during verification calls to eliminate incident reports
- Daily duties include handling customer service hotline for MVC reservations or enquiries for non-members and assist to resolve any complaints

**Sales**:

- Convert guests not on MVC ‘tour required’ marketing package into a tour required package.
- Work sales leads effectively to maximise conversion of guests into a tour required package.
- Identify sale opportunities through discovery and techniques for inbound leads into the Australian Call Centre.
- Promote awareness of brand image internally and externally.
- Recognize opportunities to up-sell the customer and sell enhancements to create a better MVC experience or event.
- Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott Vacation Club.

**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 schedule/book preview package sales/tours.
- Check availability of accommodations and dates, including finding alternative dates or options if first choice is not available. Work with the Telemarketing team(s) to promote Marriott Vacation Club’s offerings and activate/book open dated packages into available dates Enter all leads/prospects/referrals into appropriate systems in an organised and accurate fashion.

**Guest Relations**:

- Answer guest questions about property facilities/services (e.g., hours of operation, rates and room types, packages, promotions, entertainment, restaurants, special events).
- 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.
- Contact appropriate individual or department (e.g., Sales, Data Administration, Accounting) as necessary to resolve guest calls, requests, or problems.
- 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.

**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, machine