Guest Relations Coordinator

JOB TITLE: GUEST RELATIONS COORDINATOR DEPARTMENT NAME: SALES AND MARKETING     I.  Job Description:  Must be hospitable, good communication skills and computer literate.  Excellent communication skills in English, second language a plus.  Excellent guest relations skills.  Heavy lifting required.  An eye for detail and the surrounding areas.  Ability to establish a sense of security to the guests/visitors.  Excellent team leader and work well under time pressures.  II.   OVERALL RESPONSIBILITIES:   Responsible for providing a high quality pre-arrival contact to vacation package guests arriving on-site.  Must contact all guests pre-arrival to ensure guest satisfaction.  Act as liaison and communicate with Call Center to ensure a smooth and highly efficient process for vacation preview packages.  III.  WORKING RELATIONS:   Reports to:  Guest Relations Supervisor    Supervises:    N/A  Interfaces with: Senior Marketing Manager, Project Director, Guest Relations Coordinators, Guest Relations Confirmers, Director of Sales and Marketing, Sales Manager, Membership Executives   IV.    ESSENTIAL JOB FUNCTIONS: · Maintain a presence at the Reception Desk.  Provide a warm welcome to visitors and introduce them to a Sales Executive. · Include the following three steps of service with all guests: welcome, anticipate their needs, and thank the guest. · Distribute customer premiums to guests upon completion of their tour. · Manage the confirmation process of all Vacation Preview Packages to ensure consistency, accuracy, and a clear understanding in package representation.  Clear any miscommunications or issues related to the package and follow up. · Responsible for resolution of customer issues with regard to vacation packages. · Crosscheck arrivals between all systems (OTM, MARSHA, PMS) and create, where necessary, reservations in MARSHA.  Add notes to update guest’s reservations.  V.   SECONDARY JOB FUNCTIONS: · Use proper telephone etiquette with all guests and fellow associates.  Answer the telephone within three rings and utilize the recommended greeting. · Ensure sales presentation offices, gallery, hospitality area, and front desk areas are neat, clean, and presentable. · Work closely with Call Center to ensure guests receive consistent and current information. · Assist Resort Operations and Sales and Marketing team with any guest issues related to vacation package.  Keep current on hotel services and activities to provide exceptional service to all package guests. · Use challenge log for communicating guest challenges and resolutions. · Various other duties assigned by Management.   VI. PHYSICAL JOB REQUIREMENTS: · Keyboard capabilities. Filing and other miscellaneous tasks that may require lifting small boxes of supplies and other materials.  Processing of paperwork and computer data requires visual observation. Position involves sitting most of the time.  VII.   JOB QUALIFICATIONS: · Proficiency with Microsoft Word and Microsoft Excel. · Accurate typing and data entry. · High attention to detail. · Flexible schedule including AM, PM, weekends, and holidays. · Pleasant phone manner skills. · Excellent communication and administrative skills. · Ability to work in a team environment and effectively communicate between clients and associates. EOE  M/F/V/D Position Type: Full Time, Employee Salary: Competitive Salary and Benefits Offered Marriott Billing Department: 38a10 Company: Marriott Vacation Club International - MVCI