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MAJOR DUTIES AND RESPONSIBILITIES - Duty or Responsibility % Importance 1. Ensure that all inbound calls are answered and facilitated promptly and professional in accordance with scripted introductions. 10% 3 2. Ensure that all long-distance calls are dispatched professionally. Ensure that all calls are tracked accurately. 10% 3 3. Audit Manifest Daily to ensure that Trip Tickets are updated accurately as it relates to Solicitor, Sales Executive, Source & Location Codes, Manifest Codes and Gift Codes. 10% 3 4.Create the daily Sales rotation. Manage the Rotation understanding the rules of Power, Gold-Boxing and restacking. Hand out tours accurately and fairly based on rotation rules 10% 3 5. Ensure that all tours generated from In-House Integration are accurately booked through In-House Sun DG System. 10% 3 6. Ensure that all Wake-Up, Reminder Calls & No-Show Calls are made promptly and professionally in accordance with approved scripting. 5% 2 7. Issue and track all Marketing & Sales Incentives. 5% 2 8. Ensure that all mini previews generated from the General Information Sales Line are accurately statuses in Guest Tracking. 5% 2 9. Facilitate and distribute reports from DG to Marketing and Sales Management. 5% 2 10. Facilitate and distribute manual tracking sheets to Marketing and Sales Management. 5% 2 11. Accurately Update all Daily Reports to ensure adequate tracking of all tour information for the various Sales Channels 5% 2 12. Assist with new Marketing & Sales Programs/Initiatives. 5% 2 This is intended to be a general job description and should not be construed as all-inclusive. 2 13. Audit In-House Manifest and Guest Reward Tracking Sheets daily to ensure all tours are updated and gifted correctly. 5% 2 14. Assist with Marketing Administrative duties as needed. 5% 2 15. Assist with In-House Arrivals Classifications and Lead Assignments as needed. 5%
EDUCATION/EXPERIENCE, KNOWLEDGE, SKILLS AND COMPETENCIES – Education – Post High School Education desired but not required, Intermediate Computer Skills with intense focus on MS Office Applications inclusive of MS Excel and MS Word. 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. 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. 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. Judgment/Decision Making – Identifying and understanding issues; problems, and opportunities; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences. Adaptability – Maintaining effectiveness when experiencing major changes in work tasks or the work environment; adjusting effectively to work within new work structures, processes, requirements, or cultures; Changes approach or method to best fit the situation. Ethics and Integrity – Maintaining and promoting social, ethical, and organizational norms in conducting internal and external business activities; Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values. Continuous Learning – Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application. Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills Stress Tolerance – Maintaining stable performance under pressure; handling stress in a manner that is acceptable to others and to the organization. Optimism – Consistently taking ownership of and a positive and confident approach to goals and tasks at hand; Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence. Oral Communication/Written Communication- Listens and gets clarification; Responds well to questions; Participates in meetings; Able to read and interpret written information. Diversity - Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment. This is intended to be a general job description and should not be construed as all-inclusive. 3 Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments. Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly. Attendance/Punctuality - Is consistently at work and on time; Arrives at meetings and appointments on time. Decision making/Latitude - Displays willingness to make decisions; Exhibits sound and accurate judgment; Includes appropriate people in decision-making process; Makes timely decisions. Coaching/Mentoring – Fosters quality focus in others. Provides on the job reinforcement of policies/procedures/program guidelines.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
