Member Services Advisor

For both Salt Lake City and Orlando Work from home position.

Training Monday – Friday 8:00 am to 4:00 pm MST/ 10:00 am to 6:30 pm EST

Process all reservation requests, changes, and cancellations received by phone, fax, mail, internet request or in person. Identify owner reservation needs, check availability of owner occupy reservations, and find alternative dates or accommodations if needed. Verify all reservation information with callers to ensure accuracy and explain guarantee and cancellation policies. Answer owner questions about property facilities, services, and surrounding areas. Provide assistance to owners with additional travel plans and vacation ownership usage options. Resolve owner service recovery issues (e.g., complaints, reservation errors). Input and access data in computerized systems by entering correct information into proper fields. Perform quality checks to balance and address red flags in the reservation systems. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; 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. Perform other reasonable job duties as requested by Supervisors.

CRITICAL TASKS Policies and Procedures ƒProtect the privacy and security of guests and coworkers. ƒMaintain confidentiality of proprietary materials and information. ƒFollow company and department policies and procedures. ƒPerform other reasonable job duties as requested by Supervisors. Guest Relations ƒAddress guests’ service needs in a professional, positive, and timely manner. ƒActively 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. ƒAnticipate 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. ƒAssist other employees to ensure proper coverage and prompt guest service. Communication ƒSpeak to guests and co-workers using clear, appropriate and professional language. Working with Others ƒDevelop and maintain positive and productive working relationships with other employees and departments. ƒPartner with and assist others to promote an environment of teamwork and achieve common goals. ƒSupport all co-workers and treat them with dignity and respect. ƒHandle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality. Quality Assurance/Quality Improvement ƒComply with quality assurance expectations and standards. Physical Tasks ƒEnter and locate work-related information using computers and/or point of sale systems. ƒMove, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Vacation Planning ƒVerify all reservation information with callers to ensure accuracy. ƒCheck availability of owner occupy reservations, including finding alternative dates if first choice is not available. ƒObtain satisfactory alternative accommodations for owners with reservations when the reserved property cannot accommodate them.

ƒIdentify owner reservation needs by asking open-ended questions to obtain all necessary information. ƒProcess all reservation requests, changes, and cancellations received by phone, fax, mail, internet request or in person. ƒExplain guarantee and cancellation policies to callers. ƒAnswer owner questions about property facilities/services (e.g., hours of operation, rates and room types, property amenities and services). ƒInput and access data in reservation system by entering correct information into proper fields. ƒAssist owners with additional vacation ownership usage options, such as deposit with Interval International, trading for Marriott Rewards points, and Marriott list-for-rent program. Owner Services ƒFollow empowerment guidelines and proper escalation procedures to resolve owner service recovery issues (e.g., complaints, reservation errors). ƒContact appropriate individual or department, and ensure a warm hand-off of owner as necessary to resolve owner call, request, or problem. ƒOvercome potential owner objections while maintaining a polite and enthusiastic demeanor. ƒPerform quality checks to balance the reservation systems, such as checking that the reservation systems match each other, and addressing all red flags in the reservation systems. ƒDocument pertinent information in Siebel, including owner history, preferences, issues, and concerns. ƒAccess owner history records through computerized systems (e.g., OSCAR, GRS, Siebel) to best service owners.

CRITICAL COMPETENCIES Analytical Skills ƒComputer Skills ƒLearning ƒProblem Solving ƒDecision-Making Interpersonal Skills ƒCustomer Service Orientation ƒInterpersonal Skills ƒTeam Work Communications ƒEnglish Language Proficiency ƒListening ƒTelephone Etiquette Skills ƒCommunication ƒApplied Reading Personal Attributes ƒDependability ƒInitiative ƒIntegrity ƒPresentation ƒStress Tolerance ƒPositive Demeanor Organization ƒTime Management Sales ƒCustomer Loyalty Administration ƒTyping0

PREFERRED QUALIFICATIONS Education:High school diploma/G.E.D. equivalent Related Work Experience Less than 1 year related work experience Supervisory Experience No supervisory experience is required