Digital Concierge

Position Summary

As a member of the professional staff, contributes specialized knowledge and skill in a discipline (e.g. Accounting, Finance, Human Resources, Information Resources, Operations Planning & Support, Sales & Marketing) area to support team and/or department business objectives. Generally, works under limited supervision, but within established guidelines, producing and analyzing more complex business information to assist in the decision-making process.

Specific Job Summary
To support the hotel operation and all teams with all "heart of the house" guest service, including pre-arrival and welcome calls, reservations, tee times, concierge facts, etc. Digital Concierge Specialist will work in the "heart of the house" managing the Concierge group email box, inbound and outbound Concierge phone lines, and approved social media interactions. Ensure all guest expectations are met and exceeded.

Expected Contributions

• Performs more complex quantitative and qualitative analysis for business processes and/or projects. Often manages small projects, business processes or parts of larger ones.
• Responds to, solves, and makes decisions on more complex/non-routine business requests with limited to moderate risk.
• Responsible for own work and contributing to team, department and/or business results. May direct work of non-management staff.

• Assists more senior associates in achieving business results by:

• identifying opportunities to enhance the effectiveness of business processes.

• providing training and technical guidance to less senior staff, where appropriate, and serving as point-of-contact for problem resolution.
• participating in setting department operating plans.
• recognizing and celebrating team successes.

• achieving results against budget within scope of responsibility.

• Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.

• Performs other duties as appropriate.

Expected Contributions

• Through professional and courteous service, contact with guests prior to arrival to 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.
• Attend required trainings as requested by management.
• Provide creative suggestions for new programs or improvements to current processes in order to maximize efficiency in sales and guest/owner relations.
• Maintain a positive attitude with all external and internal customers.

Candidate Profile

Successful candidates should possess knowledge and experience and demonstrate strong leadership and relationship skills as follows:

Generally, a professional position with specific knowledge in a discipline (e.g., Accounting, Human Resources, Information Resources). College degree and/or relevant experience typically required.

Specific Candidate Profile

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments. Work Standards – Setting high standards of performance for self; assuming responsibility and accountability for successfully completing assignments. Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality; Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives.

Building Customer Loyalty – Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty; Meets commitments

Teamwork/Collaboration – Actively participating as a member of a team to move the team toward the completion of goals; Shares expertise with others; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Supports everyone's efforts to succeed; Listens to others without interrupting; Keeps emotions under control; and remains open to others' ideas.

The Job Description Is Descriptive But Not Limiting.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.