Job Description

POSITION SUMMARY

Support Marketing Executives in identifying potential business and generating desk flow by contacting prospects on the Inhouse or Linkage property. As a Lobby Ambassador, engage guests in the lobby and introduce them to our Marketing team. Promote awareness of brand image internally and externally. Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott. Overcome potential objections while maintaining a polite and enthusiastic demeanor.

Verify that individuals meet eligibility requirements for preview tours prior to directing to a Marketing Executive. Encourage guests to schedule preview tours. Explain details and requirements related to attending a sales presentation to potential owners. Determine and offer complimentary to guests as gifts for their patronage (e.g., rewards points, certificates). Answer guest questions about property facilities/services. Promptly receive, record, and relay any guest concerns to management and the operations team promptly.

Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; 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; stand, sit, or walk for an extended period of time. Perform other reasonable job duties as requested by Supervisors.

CRITICAL TASKS

Lead Generation

• Contact potential customers and present basic product information to customers.
• Set appointments for customers with Marketing Executives.
• Establish clear expectations for customers regarding the appointment process.
• Phone existing contacts to strengthen the relationship with the customer.
• Present customer information (e.g., needs, preferences) to Marketing Executives.
• Manage customer contact information via software database.

Policies and Procedures

• Maintain confidentiality of proprietary materials and information.
• Protect the privacy and security of guests and coworkers.
• Follow company and department policies and procedures.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. Answer guests' questions and introduce them to MVCI and our special direct tour promotion or preview promotion.
• 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.
• Proper telephone etiquette and answering of the telephone in three rings is essential.          
• Always use the guest’s name and ask if allowed to pick up the telephone when assisting a guest.  When putting on hold, again ask if it is ok with the guest before doing so.
• Thank guests with genuine appreciation and provide a fond farewell.
• Address guests' service needs in a professional, positive, and timely manner and communicate to the Linkage operations team.

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.
• Talk with and listen to other employees to effectively exchange information.

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Develop and maintain positive and productive working relationships with other employees    

     and departments.

• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and  

     Confidentiality.

• Partner with and assist others to promote an environment of teamwork and achieve common goals.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Sales

• Promote awareness of brand image internally and externally.
• Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott.

CRITICAL COMPETENCIES

• Analytical Skills:          Learning
• Interpersonal Skills:    Interpersonal Skills - Customer Service Orientation - Diversity  

Relations - Team Work - Influence

• Communications:        Communication - Listening - English Language Proficiency –

Applied Reading

• Personal Attributes:    Integrity - Dependability - Positive Demeanor - Presentation –

Stress Tolerance - Adaptability/Flexibility

• High School Education preferred
• Proficiency in Windows, Word, and Excel a plus
• Two years timeshare or hospitality marketing or direct sales experience is desirable but not required
• Flexible schedules including weekends and holidays

Notwithstanding any terms or provisions contained herein, this document does not constitute an enforceable agreement, including an employment agreement or an agreement to continue negotiations. This document is merely the framework for negotiations of one of several employment components. Neither of the parties is or will be bound in any way whatsoever, unless and until all other components of employment -including this one- have been fully negotiated, approved and incorporated into a complete written employment agreement (or an amendment to an existing employment agreement), which has been duly executed (signed) by each of the parties. The parties are -until execution of the aforementioned employment agreement (or amendment to an existing employment agreement) free to terminate negotiations at any time, without stating a reason therefore. Each of the parties agrees that the expenses, efforts and resources undertaken in the subject negotiations do not constitute or create any obligation on the other party.

NOTE:

• This job description is an integral part of the employment agreement.
• Employee shall, in addition to the foregoing, perform all such other duties and or tasks as may be reasonable required by employer from time to time, even if such required task is not usually performed by employee and/or not stipulated in this job description.
• Employee agrees that Employer may change the function on a permanent basis in the interest of the business of the company.