Inbound Customer Service - Work From Home (Mexico City area)

Marriott Vacations Worldwide; Mérida; A distancia; MXN 50,000 - 200,000; Jornada completa

Descripción de la vacante

A reputable hospitality company in Mérida, Mexico, is hiring for a guest service role requiring a high school diploma and a strong customer service orientation. The successful candidate will manage inbound calls, assist guests with reservations, and ensure a positive experience. Responsibilities include addressing guest needs, maintaining confidentiality, and collaborating with co-workers to achieve team goals. This opportunity is ideal for someone looking to start their career in a supportive environment with potential future remote work options.

Formación

• Must have a positive demeanor and a strong customer service orientation.
• Ability to listen and effectively respond to guest questions and concerns.
• No related work experience is required.

Responsabilidades

• Service inbound guest calls with a high quality of service.
• Assist guests with rescheduling reservations.
• Maintain a positive and upbeat tone while communicating.

Conocimientos

Customer Service Orientation

Interpersonal Skills

Listening

Educación

High school diploma/G.E.D. equivalent

Descripción del empleo

Train in office with future work from home opportunities possible! Service inbound guest calls with a high quality of service and clear communication solutions. Maintain a positive and upbeat tone while answering guest questions and concerns. Assisting guest with rescheduling reservations. Contribute to the teams’ efforts in accomplishing set goals. Uphold reservation standards, using effective listening skills and solution-oriented responses. Check availability of accommodations and dates, including finding alternative dates or options if first choice is not available. Answer guest questions about property facilities/services. Contact appropriate individual or department (e.g., Sales, Data Administration, Accounting) as necessary to resolve guest calls, requests, or problems.

Safety and Security

Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies and procedures.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

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.

• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Address guests' service needs in a professional, positive, and timely manner.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Thank guests with genuine appreciation and provide a fond farewell.
• 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 telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Speak to guests and co‑workers using clear, appropriate and professional language.
• Talk with and listen to other employees to effectively exchange information.
• Provide assistance to coworkers, ensuring they understand their tasks.
• 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.

Sales

Promote awareness of brand image internally and externally.

Preview Package Sales/Tours

• Explain details and requirements related to attending a sales presentation to potential owners.
• Verify that individuals meet eligibility requirements for preview package sales/tours prior to scheduling a tour for a Marriott vacation club property.
• Overcome potential owner objections while maintaining a polite and enthusiastic demeanor.
• Communicate with potential owners via telephone to set up preview package sales/tours, including explaining the opportunities available and answering questions.
• Encourage guests or callers to purchase or schedule preview package sales/tours. Check availability of accommodations and dates, including finding alternative dates or options if first choice is not available.

Guest Relations

• Answer guest questions about property facilities/services (e.g., hours of operation, rates and room types, packages, promotions, entertainment, restaurants, special events).
• Contact appropriate individual or department (e.g., Sales, Data Administration, Accounting) as necessary to resolve guest calls, requests or problems.

CRITICAL COMPETENCIES

Analytical Skills

Learning

Interpersonal Skills

• Diversity Relations
• Customer Service Orientation
• Team Work
• Interpersonal Skills
• Influence

Communications

• Listening
• Telephone Etiquette Skills
• Communication
• English Language Proficiency
• Applied Reading

Personal Attributes

• Positive Demeanor
• Dependability
• Stress Tolerance
• Adaptability/Flexibility
• Presentation

Administration

Telephone Operations

Preferred Qualifications

Education

High school diploma/G.E.D. equivalent

Related Work Experience

No related work experience is required

Supervisory Experience

No supervisory experience is required

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.