Vacation Planner in Surfers Paradise, Australia

JOB SPECIFIC TASKS

Building and Maintaining Customer Base

• Answers prospective owners, owner referrals and Bonvoy members questions regarding use of properties and location amenities; make recommendations given the background information obtained on the prospective owner through discovery.

• Fulfills requests from owners or prospective owners regarding pricing, property maps, property descriptions, room locations, and portfolio/network information.

• Follows up on referrals from owner leads as required.

• Develops and maintains records on customer contacts and uses that information to support effective follow-up encounters.

• Uses available Customer Relationship Management systems (e.g., In Contract, MOOD) to maintain accounts of interactions and follow up with customers with regard to purchases and contracting activity.

• Manage leads using different ways of contact including call, email and SMS.

Package/Day Tour

• Invite Bonvoy guests and owners to attend a personal preview of our Holiday Gallery or to offer them a discounted holiday package or activate/verify open packages.

• Overcome potential owner objections while maintaining a polite and enthusiastic demeanor.

• Encourage guests or callers to purchase or schedule preview package sales/tours.

• Check availability of accommodations and dates, including finding alternative dates or options if first choice is not available.

• Answer guest questions about property facilities/services.

Conducting and Managing Business Transactions

• Assures complete and accurate processing of documents pertaining to package sales.

• Reviews details of prospective owners once they decide on purchase of package.

• Analyzes problems and formulates plans to overcome challenges of getting work done quickly with a high degree of quality.

Providing Services to Others

• Responds to and monitors the resolution of customer inquiries in a timely manner with accurate information.

• Leverages resources for providing service to customers in an effective manner.

Other

• Demonstrates total understanding of the culture and processes of the organization.

• Manages time effectively to punctually attend daily team meetings, training sessions, and customer/owner appointments.

• Improves telemarketing approach through self-critique, practice, and lessons from the feedback provided by others (e.g., Manager, Coaches, Customers, Owners).

• Participates in formal training sessions offered by management team.

• Maintains an awareness of current events (e.g., news, sports, pop-culture) and information on locations to enable customer relationship building.

• Assists in the development and mentoring of other Telemarketers as requested.

• Assists with new starter training and refresher training.

• Understands and abides by state and federal regulation around all sales and/or marketing activity (i.e. Do Not Call Lists, State registrations, Exemptions, etc).

• Performs other duties as assigned.

Key Performance Indicators will be:

• Associate’s calls will be monitored a minimum achievement set on proficiency.

• Associate’s Dials per Hour must not fall below minimum requirements.

• Associate must not fall below set minimum gross book to show rate in each fortnight

• Associate’s productivity should not fall below other standards as defined by management.

CANDIDATE PROFILE

• Minimum of one (1) year of experience in a similar position.

• Proficiency in English (additional language required for certain positions)

• Proven verbal and written communication skills.

• Proficiency in the use of computer word processing skills with specific knowledge of Microsoft Excel and Word

• Ability to work under pressure, manage multiple priorities, and be a self-starter.

• Proven ability to work in a team environment and interact with all levels of the organization.

• Excellent organizational and attention to detail skills

• Must be able to handle a flexible work schedule which will include weekends and evenings

• Experience in high volume, fast-paced, results oriented business environments.

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

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