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Sr Reservations Agent

Company: Marriott Vacations Worldwide
Location: Kihei
Posted on: May 3, 2021

Job Description:

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.

JOB SUMMARY

Individual duties include but are not limited to selling condo vacations room and offering travel insurance and other amenities to guests via phone and email, managing multiple property reservations, scheduling maintenance, housekeeping, renovations, repairs, owner and owner guest reservations. Communicate with and handle guest in-house, pre and post arrival guest service communication and concerns to resolve issues preferably while guests are in-house. Respond to owner, guest, travel agent and wholesale email and phones calls in a timely manner. Must establish and maintain positive working relationship with on-site front desks and operations. Address guest and owner needs always with a spirit of Aloha and priority to customer service.

CORE WORK ACTIVITIES

  • All functions of the reservations/guest and owner services agent selling condo vacation rentals via phone and email for multiple properties
  • All functions of an on-site front desk (GSA) when guest come to office and or assisting guests and owners in-house as well as pre & post arrival from off site via phone and email
  • Optimize Phone Sales efforts and call conversions, keep abreast of rate specials and other appropriate information, take actions for improvement when needed, goal of 85% MCH/Navis non-negotiables for phone customer service, embrace and represent MCH/AAH 5 promises (GSCT)
  • Responsible for accurate reservation information in the system - correct rates, clean reservations, cancel reservations (weeds), deposits being collected on time and reminders going out when appropriate, processing deposits, mailing brochures and information and confirmations in a timely manner
  • Responsible for wholesale and internal extranet availability, positive working relationship with travel agents and wholesale partners
  • Responsible for arrival information/packets to guests and to properties, housekeeping and vendor schedules, set up and provide lock access as needed and or assigned
  • Responsible for checking reservations prior to arrival confirming payment and information, verify wholesale arrivals are valid and accurate, check for guests requests and try to honor, assign arrivals based on unit grade best first
  • Assist with vendor relations including wholes account familiarization tours, outside vendors providing services for units, guest service data input and responses via phone and or email
  • Guest Aloha Calls and departure calls, creating and following up on work orders, assisting owners with quotes for repairs and renovations
  • Must become familiar with all properties for sales purposes as well as owner relations
  • Effectively deal with internal and external customers with a high level of patience, tact and diplomacy, to defuse anger and collect accurate information to reach an effective and positive conclusion for the customer and limit liability of MCH, responsible for incident report when required
  • Attention to customer service with a professional and pleasant personality
  • Available to work a flexible schedule including evenings, weekends, and holidays
  • Perform other reasonable job duties as requested by Supervisors

CANDIDATE PROFILE

  • High School Diploma or equivalent, some college preferred
  • Real Estate experience helpful
  • 1 year experience in hospitality reservations (previous Vacation Rental experiences a plus) or equivalent
  • Must have excellent written and verbal communication skills
  • Ability to work with minimal supervision, able to adhere to and enforce company standards, policies, procedures, rules and regulations
  • Able to complete special projects as assigned. Able to work with and be part of a team.
  • Real Estate License a plus but not required - no real estate sales activity is allowed in this position so as not to create a conflict of interest or alienate real estate agents from referring customers to MCH.
  • Experience with V12.net and or Navis software a plus but not required
  • Should be able to use Word and Excel proficiently

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

Keywords: Marriott Vacations Worldwide, Maui , Sr Reservations Agent, Other , Kihei, Hawaii

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