Marriott Vacations Worldwide

Senior Tour Reception

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Job Summary

The primary responsibility of a Sr Tour Receptionist is to support the daily operation at the Sales Galleries in conjunction with the Tour Reception Supervisor, revised and monitoring daily procedures to ensure an outstanding guest experience. They will assist supervisor in scheduling, heading up audits, training new associates, enforcing standard operating procedure.

Expected Contributions

  • Greet and host guests invited to the Sales presentation and demonstrate effective communication, providing a personal touch through customer service.
  • Verify guests information guided by the Details of Participation that may apply accordingly.
  • •Coordinate and lead the assigned Team when Tour Reception Supervisor is not on duty.
  • •Maintain communication with corporate, gives follow up to customers Points issues, Manual submission template, reports Leads issues.
  • Monitor tour waves and tour times as needed and report overbooking issues to management in a timely fashion.
  • Ensure Tour reception desk areas are on brand and team is representing in a professional manner at all times.
  • Verify that necessary supplies of premium inventory and operating materials are on hand at all times.
  • Monitor Daily Line up.
  • Submit reports of the daily operation.
  • Manage complaints during hosting process and resolve problems.
  • Submit Marriott Bonvoy points.
  • Verify all guest information in database.
  • Supervise that TR Team has full access to Company Systems, create and follow up Help desk tickets for the TR Team for IT issues.
  • Review daily TR reports sent to S&M Management.
  • Weekly Leads review and conciliation.
  • Support Tour reception supervisor in providing training at both basic and advanced levels to Tour Reception Representatives.
  • Assist in organize workflow by assigning responsibilities and preparing schedules if TR Supervisor is not on duty.

Candidate Profile

  • Excellent customer service and communication skills and an eye for detail.
  • Must have excellent communication skills both oral and written in both English and Spanish.
  • Working knowledge of Microsoft Outlook, Excel, Power Point and Word
  • Thorough knowledge of modern office practices, procedures and the use of business machines and office equipment.
  • Ability to establish and maintain effective working relationships with supervising personnel, co-workers, subordinates, external customers/business partners.
  • One to three years experience gained through increasingly responsible positions within the administration or marketing fields.
  • Demonstrated ability to coordinate a high level of activity under a variety of conditions and constraints.
  • Availability to work variable shifts when necessary.
  • College degree preferred.
  • One year experience within the administration or marketing fields.
  • Bilingual, ability to speak English and Spanish, fluently.
  • Exceptional customer service orientation and skills.
  • Excellent written and verbal communication skills.
  • Working knowledge of computer skills, including but not limited to Microsoft Office.
  • Show respect and sensitivity for cultural differences; promote a harassment-free environment.
  • Be consistently at work and on time; Arrive at meetings and appointments on time.
  • Proven time management skills.
  • Proven ability to work in a team environment and interact with all levels of the organization.
  • Ability to work flexible hours and days. It is anticipated that the position will require working a provided schedule. Occasionally holidays and/or a six- or seven-day work schedule will be required.
  • Stands, sits, or walks for extended periods. Ability to climb stairs.
  • Moves, lifts, carries, pushes, pulls, and places objects weighing less than or equal to 35 pounds without assistance.

The job description is descriptive but not limiting.

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