Job description

JOB SUMMARY

The Owner Services On-Site Specialist provides the highest level of customer service to Owners of Marriott Vacations Worldwide as well as to the Sales, Marketing and Resort Operations teams at our Hawaii resorts. High level duties include supporting the education of owners and our internal partners, resolving of customer service issues, and delivering the overall on property experience desired by our internal partners. This work is accomplished through phone calls, emails, and one-on-one interactions. They mentor and train new hires from other departments on product knowledge. They are expected to foster the Westin culture in their daily interactions.

CANDIDATE PROFILE

Education, Experience, Knowledge and Skills
Minimum 2 years of excellent customer service in Vacation Ownership or hospitality industry required.
Basic Computer Skills (Microsoft Excel, Word, Outlook PowerPoint, SharePoint, Internet use)
Working knowledge of hotel reservation systems such as Sun DG and MARSHA preferred.
Superior verbal and written communication skills.
Excellent speaking voice with clear and concise language tendencies.
Strong research and problem resolution skills.
Ability to manage multiple tasks.
Exceptional follow-up, Customer Service and interpersonal skills are essential.
Excellent attention to detail, listening and comprehension skills to understand the issues being presented.
Ability to maintain a high degree of confidentiality.
Ability to work independently and strong problem-solving skills.
Demonstrates a collaborative and professional business approach
Highly ability to prioritize and adapt in a rapidly changing environment.

CORE WORK ACTIVITIES

Owner Education
Educate Owners through interactions via phone calls, email, and one-on-one interactions.
Complete transactions with Owner’s product i.e., reservations, banking, conversions, depositing with Interval International.
Follow-up with Owners from emails and phone calls generated by Sales, Operations and Marketing.
Accurate and complete documentation of Owner interactions in the tracking system
Supports Elite Receptions.

Issue Resolution
Resolve escalated Owner issues submitted by Sales, Marketing, Resort Operations, phone calls, emails, and resort surveys using all resources provided to ensure that all owner issues are resolved within the appropriate timeframe established. Avoid further escalation and strive for first call resolution on every issue.
Utilize compensation and empowerment tools as established by Resolution Services guidelines balancing both owner and company needs.

Internal Product Knowledge Support
Provide ongoing product knowledge support for Sales, Marketing and Resort Operations staff.
Remain up to date on all product and program changes to ensure you have the most current information.
Collaborate and support the onboarding of new associates within Operation and Marketing teams providing product and program knowledge

Operations, Sales & Marketing Support
Provides support to the Executive Resort Committee and Rooms Division.
Help the Front and Back Office Teams regarding owner requests, room blocking and DelRes
Support the General Manager with securing reservations for HOA board members and special situations.

Personal Development
Embrace personal development through the Performance Management Process (PMP) and Individual Development Plan (IDP) processes.
Accept and incorporate feedback received in-order to provide a high-level service to internal and external customers.

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