Marriott Vacations Worldwide Member Service Liaison - Temporary in Cork, Ireland
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JOB TITLE: MEMBER SERVICES LIAISON
REPORTS TO: MANAGER NORA and Grand Residences by Marriott
DEPARTMENT: CUSTOMER SERVICE FULFILLMENT
OWNER SERVICES DEPARTMENT
WORKING RELATIONSHIPS: Inter/Intra department personnel at all levels of the Service fulfillment organization, including the 47 Park Street Front Office and Financial team. Interact with Members and their PAs, customers, partners and Exchange Company.
The Grand Residences by Marriott Member Services Liaison is responsible for providing world-class customer service to the 47 Park Street Members related to their fractional ownership usage. These services include determining, booking and confirming Member occupancy periods, management of the rental program, deposit and exchange activity with Interval International, timely trade for Marriott RewardsÒ points and collection of the residence fees. A high volume of interaction is expected with the 47 Park Street Members requiring extensive relationship building between Liaison and Members. The Member Services Liaison will provide personal service with genuine care and will fulfill even the unexpressed wishes of our Members.
JOB QUALIFICATIONS/POSITION REQUIREMENTS:
- Superior customer service skills with an ability to deal with high maintenance Members.
- Proactive approach with all aspects of Member Services management.
¨ Excellent organizational skills and ability to manage multiple priorities.
¨ Proven ability to work in a team environment and interact with associates in other departments of the organization.
¨ Demonstration of commitment to providing world-class customer service.
¨ Previous experience in lodging, interval or fractional ownership industry preferred.
¨ Thorough working knowledge of various software programs required (Word, Excel and Access).
¨ Thorough working knowledge of specific software programs preferred (IServices, UNIVERSE, CRIS, Marsha, SIEBEL, My-Source, Outlook, LoanServ and Concord (Residence Fees).
¨ Professional demeanor and appearance.
¨ Completion of the Quality Selection Process.
¨ The Grand Residences by Marriott Club Member Services Liaison is responsible for providing Member service for all 47 Park Street Members through long-term relationships with them.
¨ Distribution of annual reservation and reminder packages to all Members.
¨ Maintenance of correspondence files for all Members, including rental management agreements and requests for changes to reservations.
¨ Accurate booking and confirmation of usage options, including reservation for occupancy, exchanges, trades for points, and rentals.
¨ Tracking of rental activity and timely payment and accounting of rental inventory.
¨ Tracking of sales contracts to ensure education of usage options and reservation materials for new Members, preparing welcome packages.
¨ Provide routine arrival information for resort sites.
¨ Contribute in educating the Members of usage options available.
¨ Assist Member in planning and booking all aspects of their occupancy and special requests.
¨ Ability to anticipate needs of Members and to fill Member's unexpressed wishes.
ESSENTIAL JOB FUNCTIONS:
- Ensure the smooth transition of all Members from the sales phase to Member Services through proactively contacting Member.
¨ Actively participate in the resolution of any issues arising from Member usage and general service issues.
¨ Actively determine preferences of Members and communicate to property.
¨ Follow quality assurance processes established for Member Services.
¨ Set a consistent, excellent example of quality work and positive attitude.
¨ Maintain a good working relationship with all interfacing departments to ensure the best possible service to associates and Members.
¨ Follow department rules for associate productivity, including overtime, breaks and lunch periods.
¨ Must be willing to work shifts, including holidays and weekends, as needed to meet the business demands.
¨ Work on special projects as assigned.
¨ To use Standard Operating Procedures of the Member Services Department, Marriott Corporation Standard Operating procedures as a guide to the standards and practices which are to be followed by all associates in this department and discipline so that questions may be correctly answered, problems may be resolved, and compliance with all laws and company policies may be insured.
¨ To cross train and to be familiar with and competent in the performance and understanding of other functions required of the Service Fulfillment department and be able to fill in as required and as directed in the absence of associates who are normally responsible for those duties.
¨ To strive to become an independent associate, able to analyse problems and to formulate plans to overcome challenges to get work done quickly with a high degree of quality. To make sound and logical decisions and to choose appropriate courses of action based on the parameters of the situation at hand and to use the problem solving tools that are available through the Total Quality Management process.
¨ To respond sensitively to the needs and feelings of others, regardless of status or position; to accept interpersonal differences and to maintain rapport.
¨ To understand the department as a business and to be familiar with any profit objectives and the relationship of the department's budgetary goals.
¨ To carry out any tasks as required by the Director, Service Fulfillment, the Operations Manager or the Senior Manager.
Help out with all tasks and duties of the Holiday Planning Department on an on-going basis.
¨ Neat professional appearance and an outgoing people-oriented personality which conveys pride in working for Marriott Vacation Club and which is demonstrated by a ready smile and willingness to assist others.
¨ Ability to function in a fast paced environment handling multiple priorities simultaneously. To be able to deal with situations of a dynamic nature; to be able to modify plans, actions and decisions in light of changing situations and circumstances.
¨ Perform all tasks in a timely manner ensuring all deadlines are met.
¨ Comply with MVCI and Marriott International policies and procedures.
¨ To be able to clearly express oneself through oral means; to properly use such technical factors as grammar, vocabulary, eye contact, and voice inflation.
¨ Ability to apply common sense and understanding to carry out detailed, involved instructions; to deal with problems involving several concrete variables in a form standardised situation.
¨ Maintain computer systems knowledge (Windows XP, Outlook, Word, Excel etc.)
¨ To have a good working knowledge of Marsha, Oscar, IServices, SIEBEL, UNIVERSE, CRIS, My-Source, Outlook, Concord (residence fees), LoanServ.
¨ Work with all MVCI colleagues as a team, supporting the needs within that team and those of the business at all times.
¨ Be proactive and have a flexible approach to work, meeting the needs of the team and business at all times.
¨ Being a team player and an excellent communicator is essential.
¨ Be able to demonstrate excellent letter writing skills using a high standard of English and the correct grammar and punctuation and be numerate.
¨ Be assertive when the situation requires it.
¨ Excellent organizational skills in order to manage multiple task priorities simultaneously.
¨ Goal oriented, self motivated.
¨ Be able to demonstrate a high level of accuracy.
¨ To maintain confidentiality regarding all business matters.
¨ To maintain an orderly and tidy filing system.
¨ To take a proactive approach to customer service.
¨ To maintain a working knowledge of all Marriott product lines.
¨ Be able to liase effectively with all levels of clientele and levels of the organisation.
¨ Fluent oral and written skills in English required; any other European language would be beneficial.
¨ To carry out tasks as required by the Director, Senior Manager Operations and Manager NORA & GRC.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled