Address
Form of work
SalaryOpen in both Salt Lake City and Orlando
Owner Services Job Description
POSITION SUMMARY
Process all reservation requests, changes, and cancellations received by phone, fax, mail, internet request or in person. Identify owner reservation needs, check availability of owner occupy reservations, and find alternative dates or accommodations if needed. Verify all reservation information with callers to ensure accuracy and explain guarantee and cancellation policies. Answer owner questions about property facilities, services, and surrounding areas. Provide assistance to owners with additional travel plans and vacation ownership usage options. Resolve owner service recovery issues (e.g., complaints, reservation errors). Input and access data in computerized systems by entering correct information into proper fields. Perform quality checks to balance and address red flags in the reservation systems.
Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
CRITICAL TASKS
Policies and Procedures
Protect the privacy and security of guests and coworkers.
Maintain confidentiality of proprietary materials and information.
Follow company and department policies and procedures.
Perform other reasonable job duties as requested by Supervisors.
Guest Relations
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 (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
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.
Assist other employees to ensure proper coverage and prompt guest service.
Communication
Speak to guests and co-workers using clear, appropriate and professional language.
Working with Others
Develop and maintain positive and productive working relationships with other employees and departments.
Partner with and assist others to promote an environment of teamwork and achieve common goals.
Support all co-workers and treat them with dignity and respect. Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
Quality Assurance/Quality Improvement
Comply with quality assurance expectations and standards.
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 10 pounds without assistance.
Vacation Planning
Verify all reservation information with callers to ensure accuracy.
Check availability of owner occupy reservations, including finding alternative dates if first choice is not available.
Obtain satisfactory alternative accommodations for owners with reservations when the reserved property cannot accommodate them.
Identify owner reservation needs by asking open-ended questions to obtain all necessary information.
Process all reservation requests, changes, and cancellations received by phone, fax, mail, internet request or in person.
Explain guarantee and cancellation policies to callers. Answer owner questions about property facilities/services (e.g., hours of operation, rates and room types, property amenities and services).
Input and access data in reservation system by entering correct information into proper fields.
Assist owners with additional vacation ownership usage options, such as deposit with Interval International, trading for Marriott Rewards points, and Marriott list-for-rent program. Owner Services
Follow empowerment guidelines and proper escalation procedures to resolve owner service recovery issues (e.g., complaints, reservation errors).
Contact appropriate individual or department, and ensure a warm hand-off of owner as necessary to resolve owner call, request, or problem.
Overcome potential owner objections while maintaining a polite and enthusiastic demeanor.
Perform quality checks to balance the reservation systems, such as checking that the reservation systems match each other, and addressing all red flags in the reservation systems.
Document pertinent information in Siebel, including owner history, preferences, issues, and concerns.
Access owner history records through computerized systems (e.g., OSCAR, GRS, Siebel) to best service owners.
CRITICAL COMPETENCIES
Analytical Skills
Computer Skills
Learning
Problem Solving
Decision-Making Interpersonal Skills
Customer Service Orientation
Interpersonal Skills
Team Work Communications
English Language Proficiency
Listening
Telephone Etiquette Skills
Communication Applied Reading Personal Attributes
Dependability
Initiative Integrity
Presentation Stress Tolerance
Positive Demeanor Organization
Time Management Sales
Customer Loyalty Administration
Typing
PREFERRED QUALIFICATIONS Education High school diploma/G.E.D. equivalent Related Work Experience Less than 1 year related work experience Supervisory Experience No supervisory experience is required
