Local Activities Representative

hace 1 mes

México Marriott Vacations Worldwide A tiempo completo

PRINCIPAL OBJECTIVE OF POSITION
To support the In-house team with all “heart of the house” guest service, including welcome calls, reservations, tee times, concierge fact sheets, stocking of materials, brochures, maps, etc. Offer value-add guest services to ensure the teams hit their VPG and tour goals. Ensure all guest expectations are met and exceeded.

ESSENTIAL DUTIES AND RESPONSIBILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
- Through professional and courteous service, contact guests upon arrival and offer concierge service support to enhance the guest experience and assist the VSC team to meet budget targets.
- Assist with all guest customer service including tee times, reservations, spa appointments, transportation confirmation, etc.
- Follow-up and ensure that all concierge related guest requests are fulfilled, and deliverables are given to guest upon request.
- Work with management to ensure all brand standards are being followed with respect to guest service touch points.
- Perform welcome calls and tour confirmation calls to support the team as needed.
- To keep a library of area information including restaurant, golf, spa, attractions, transportation, etc.
- Perform notary responsibility for the hotel.
- Attend required trainings as requested by management.
- Keep document supplies stocked including lists, brochures, maps, welcome gifts, etc.
- Provide creative suggestions for new programs or improvements to current processes in order to maximize efficiency in sales and guest/owner relations.
- Submit individual reporting forms, contact sheet, time sheets, etc. in an accurate and timely manner to marketing management.
- Maintain a positive attitude with all external and internal customers.
- Maintain minimum productivity standards as defined in Concierge Specialist Compensation Agreement.

**AREAS OF ACCOUNTABILITY**:

- Keep track of personal progress and goals. Expand knowledge of business, self-motivation by reading and studying books related to your craft.
- Maintain scheduling flexibility.
- Work with management to train, develop and/or identify challenge areas relating to personal area of performance.
- Create positive team attitude as it applies to productivity and professionalism.
- Impact guests in a positive manner to ensure experience exceeds their expectations.

QUALIFICATIONS/COMPETENCIES
- Proficient in both English and Spanish
- Proven track record in a strong customer service environment and familiarity with local marketplace is a must.
- Organized, motivated and goal-oriented individual with excellent written and verbal communication skills.
- Attention to detail and ability to multi-task is a requirement.
- Must be willing to work flexible hours including evenings, weekends and holidays.

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