Pre-Arrival specialist

CANDIDATE PROFILE

Preferred Education and Experience

• High school completion or equivalent

• Related work experience

Required Qualifications

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

Willing To:

• Work in contact with the general public using strong communication and customer service skills

• Demonstrate openness to adapt to different cultural contexts based on location

• Must be willing to be flexible across shifts as required by business needs

JOB SPECIFIC TASKS

Marketing and Sales

• Act as first point of Marketing and Sales contact with package tour guests when they arrive at location.

• Coordinate tour guest check-in information with the Sales Gallery.

• Where applicable, offer tickets to local attraction, theme parks, and events for sale to guests.

• Use discovery techniques to determine if non-tour guests are eligible for a Sales Presentation Tour.

• Provide information about the Sales Presentation Tour and answer any questions about the tour.

• Overcome objections to participating in a Sales Presentation Tour while maintaining a positive rapport.

• Arrange transportation for tour guests to the Sales Gallery and ensure they arrive on time for the Sales Presentation Tour.

• Undertake all pre-arrival calls for Holiday Preview Packages to Thailand sales sites

Guest Relations

• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

• Address guests' service needs in a professional, positive, and timely manner.

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.

• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically impaired

individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).

• Provide detailed information about property amenities.

• Recommend local restaurants and activities based on customer preferences.

• Offer to provide reservation services for local restaurants, golf courses, tours, or other attractions.

• Assist other employees to ensure proper coverage and prompt customer service.

• Thank customers with genuine appreciation and provide a fond farewell.

Communication

• Speak to customers and co-workers using clear, appropriate and professional language.

• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

• Talk with and listen to other employees to effectively exchange information.

• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

Computer Skills

• Use multiple computer systems and software packages to cross reference, input, access, modify, store, or output information

• Enter and retrieve data from computer systems using a keyboard, mouse or trackball.

Working with Others

• Support all co-workers and treat them with dignity and respect.

• Handle sensitive issues with employees and/or customers with tact, respect, diplomacy, and confidentiality.

• Develop and maintain positive and productive working relationships with other employees and departments.

Physical Tasks

• Enter and locate work-related information using computers and/or point of sale systems.

• Move, lift, carry, push, pull, and place objects weighing less than or equal to 4.5 kilograms without assistance.

Policies and Procedures

• Maintain confidentiality of proprietary materials and information.

• Follow company and department policies and procedures.

• Protect the privacy and security of customers and coworkers.

• Attend meetings as required by Supervisors.

• Perform other reasonable job duties as requested.

COMPETENCIES, BASIC SKILLS, PERSONAL CHARACTERISTICS

Analytical Skills

• Learning

Interpersonal Skills

• Interpersonal Skills

• Team Work

• Diversity Relations

• Influence

• Customer Service Orientation

Communications

• Communication

• Listening

• Applied Reading

• Telephone Etiquette Skills

• English Language

Proficiency

• Electronic Communication

Personal Attributes

• Integrity

• Positive Demeanor

• Presentation

• Adaptability/Flexibility

• Property Knowledge

Sales

• Customer Loyalty

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