Guest Service Agent

MVCI Holidays S.L; España; On-site; EUR 26,000 - 34,000; Full time

Job summary

Marriott Vacations Worldwide in Spain is seeking a guest-focused front desk host to greet guests, handle switchboard calls, and maintain accurate client and tour records. You will reconfirm bookings, assist with tour check-in, and coordinate refreshments and related guest services.

The role requires strong customer service and organizational skills, with a focus on delivering the Marriott Guest Experience Program according to internal guidelines.

Qualifications

• Must speak fluent English, German and Spanish preferably.
• Excellent customer service skills.
• Good organizational skills.

Responsibilities

• Greets guests, answers switchboard calls, and maintains client and tour records.
• Reconfirms bookings with clients on the morning of presentation.
• Greets and collects invitations, seats clients and assists with client sheets.
• Provides refreshments to tours as needed.
• Manages the Sales line with scheduling and SOP compliance.
• Maintains reception log of client/tour information and future appointments.
• Issues gift vouchers for clients.

Skills

Fluent English

Fluent German

Fluent Spanish

Customer service

Organizational skills

Job description

SUMMARY

Greets customers, responds to switchboard telephone calls and maintains client and tour records according to MVCI standards.

ESSENTIAL JOB FUNCTIONS

• Guarantees Guest Experience Program (meet & greet customers) according to internal guidelines.
• Reconfirms bookings with clients on morning of presentation.
• Greets and collects invitations from tours, seats clients and ensures completion of client sheets were necessary.
• Provides refreshment to tours as needed.
• Administers the Sales line, together with sales management, taking into account priorities and language requirement / capability / power/ preview/ local line Monitors Sales Executive signing-in sheet, ensuring their start times correspond with time schedule.
• Maintains the manual reception log file which list client / tour information, source code, sales executive responsible for each tour and the future appointments.
• Prepares and issues gift vouchers for the clients.
• Ensures Encore reps are called for all TNS.
• Ensures all Tours are logged correctly in OTM and manual log daily, following correct SOP’s.
• Produces weekly “Closing of the week” reports: reception report, tour counter.
• Prints necessary reports to control accuracy of OTM input and tour management.
• Update tour manifest as per SOP and ensure all correctly closed by end of each sales week.
• Controls the issue and return of the Show home and Buggy keys.
• Keeps Sales centre clean and tidy, ensuring all lights and plants are maintained.
• Maintains sufficient stock of food and beverages for clients.
• Makes reservations for golf and restaurants for clients as requested.
• Answers switchboard telephone calls and forwards messages accordingly.
• Prepares and distributes internal/external post.
• Prepare all necessary reports, letters and vouchers for HP clients.
• Deals with any issues or requests relating to HP clients before, during and after their stay liaising with suppliers (Villas / Sixt / Corporate etc) to maximise customer satisfaction.
• Strives to keep No Show & No Tour % to a minimum
• Follows up problem resolution in writing and records any issues in Goldmine.
• Provides / guarantees ground handler support
• Inputs new owner information into Goldmine.
• Referral generation administration and liaison with GM administrator in CDS. Monitoring and communicating referral generation numbers to generators and administrators and ensuring report accuracy.

OTHER

• Performs other related tasks as assigned by management.
• Complies with MVCI company policy and procedures.
• Covers back office associates tasks when needed

JOB QUALIFICATIONS

• Must speak fluent English, German and Spanish preferably
• Excellent customer service skills
• Good organizational skills

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Where meaningful moments are made together. Our associates want more than fulfilling work. Like our Owners, Members and guests around the world, they want fulfilling lives. Vacations expand our world to new places, new possibilities, new connections. Along the way, they help us discover our best selves. Great vacations are the embodiment of a life, fulfilled. Marriott Vacations Worldwide (NYSE: VAC) is a leading global vacation company. While our numbers tell some of the story, the heart of our success comes from the quality – and exceptional longevity – of our relationships with our associates and customers. Join us on our journey. FOR A LIFE FULFILLED. Creating vacations that move you. 20,000+ Associates worldwide Vacation Ownership 7 Iconic Brands Approximately 120 Vacation Ownership Resorts 700,000+ Owner families 90%+ Guest satisfaction score Exchange & Third-Party Management More than 3,200 affiliated resorts in over 90 countries and territories Approximately 1.6 million exchange network members