Senior Vacation Ownership Consultant

hace 2 semanas

Ciudad de México, Ciudad de México Marriott Vacations Worldwide A tiempo completo

Job Overview

POSITION OBJECTIVE AND RESPONSIBILITIES

The primary goal is to comprehend and advocate for the MVW Vision, which aims to be the leading provider of vacation ownership and tailored vacation experiences. Your contribution will be vital in promoting this vision and enhancing MVW's success.

As a representative of MVW, you will serve as a knowledgeable resource regarding all facets of the MVW product, its usage, and resort details, ensuring a seamless transition for owners from the point of purchase to their inaugural vacation experience. You will proactively address owner concerns by analyzing trends and identifying root causes, initiating projects to mitigate these issues.

You will handle all incoming calls and relevant correspondence from MVW Owners with a friendly and efficient approach, ensuring every owner feels valued and satisfied.

Adhering to the Standard Operating Procedures of MVW Owner Services, you will guide your responses to inquiries, resolve issues, and ensure compliance with all regulations and company policies.

Maintaining a culture of exceptional service is paramount. You will strive to meet the needs and emotions of all customers and colleagues, fostering positive interpersonal relationships regardless of position.

You will also be expected to mentor and train fellow team members, sharing your expertise to support their growth and development.

Your goal is to become an independent associate capable of analyzing challenges and devising effective solutions to ensure high-quality work. You will make informed decisions and select appropriate actions based on situational parameters.

Acting as an advocate for customers, you will resolve complaints and educate them about their vacation ownership, preparing summaries of customer feedback for Senior Management review. You will track and analyze feedback from owners across all communications.

You will contribute to ongoing improvements within the center and department through proactive personal actions and by sharing innovative ideas.

Understanding the center as a business entity is crucial, along with familiarity with profit objectives and the relationship between departmental budgets and overall financial goals.

JOB REQUIREMENTS

A college or technical degree is required.

A minimum of one year of experience as a Vacation Ownership Advisor is necessary for eligibility.

Bilingual proficiency in English (both oral and written) and Spanish is essential.

Familiarity with all systems utilized by MVW is expected.

Demonstrated knowledge of MVW and other Frequent Traveler programs is advantageous.

The ability to articulate complex concepts clearly and concisely is required.

Proven time management and organizational skills are necessary.

A track record of following through on customer inquiries, complaints, or suggestions is essential.

Strong oral communication skills, including proper grammar, vocabulary, voice modulation, and eye contact, are required.

Proficiency in written communication, including grammar, punctuation, and vocabulary, is necessary. Familiarity with email communication within the department is expected.

Previous experience in a multi-session Windows environment is preferred.

A neat, professional appearance and a friendly, people-oriented demeanor are essential, reflecting pride in representing MVW.

The ability to work under pressure, remain goal-oriented, and function as a team player is crucial.

You must be able to maintain composure in a fast-paced environment while managing multiple priorities simultaneously, adapting plans and actions as situations evolve.

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

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