Guest Service Agent - Long term Substitution - English a must, another language an advantage

Descripción del empleo

JOB FUNCTIONS : Customer Service

• Guarantees Guest satisfaction and resolve customer issues before, during and after their visit adhering to company policy and guidelines; liaising with suppliers (Hotels / Resorts / -car hire companies / Corporate etc) where necessary.
• Answer switchboard, preview and back office telephone calls. Deal with enquiries or redirect calls / messages as appropriate. Ensure answering machine is operational when appropriate and check frequently for messages.
• Meet and Greet visitors to the preview centre and when appropriate encourage them to make appointment for tour.
• Collect invitations from tours, ask clients to fill out the 'client form', provide refreshments and snacks. Collect dirty crockery and ensure a sufficient supply of clean crockery and clean / disinfect tables.
• Prepares and issues gift vouchers / MRW points / resort credits to the clients.
• Guarantee compliance and / or pre-arrival calls to Holiday Preview-clients. email missing information to the client. Record all in relevant computer system
• Forward special accommodation requests to the resort or hotel and organise additional customer requirements they may have such as car hire or upgrade, restaurant or golf reservations or flowers / champagne for special occasions.
• Strive to keep No Show & No Tour % to a minimum and ensures procedures are in place in order to achieve this.
• Complete welcome calls on time & ensure clients are aware of their obligations with regards to the package and deal effectively with those who do not adhere to the conditions

Administration & Other

OTHER : 1. Location :

Marbella Beach Resort & Playa Andaluza Resort

2. Working Hours :

Monday – Sunday (5 days on rota)

3. General Computer Programmes : Universe, Word, Goldmine, Excel, Marsha, Opera, Cognos.

4. Other Skills :

a. Excellent Communications skills, oral and written

b. Good problem solving skills

c. Customer care experience

d. Time management and organizational skills

e. Ability to work alone and in a team

f. Ability to self motivate

g. Language skills (preferable; English, Spanish & German)

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