Job Information
Marriott Vacations Worldwide Guest Relations Coordinator - Digital Concierge in San Jose del Cabo, Mexico
Generic Position Summary
As a member of the professional staff, contributes specialized knowledge and skill in a discipline (e.g. Accounting, Finance, Human Resources, Information Resources, Operations Planning & Support, Sales & Marketing) area to support team and/or department business objectives. Generally, works under limited supervision, but within established guidelines, producing and analyzing more complex business information to assist in the decision-making process.
Specific Job Summary
To support the hotel operation and all teams with all “heart of the house” guest service, including pre-arrival and welcome calls, reservations, tee times, concierge facts, etc. Digital Concierge Specialist will work in the “heart of the house” managing the Concierge group email box, inbound and outbound Concierge phone lines, and approved social media interactions. Ensure all guest expectations are met and exceeded.
Generic Expected Contributions
Performs more complex quantitative and qualitative analysis for business processes and/or projects. Often manages small projects, business processes or parts of larger ones.
Responds to, solves, and makes decisions on more complex/non-routine business requests with limited to moderate risk.
Responsible for own work and contributing to team, department and/or business results. May direct work of non-management staff.
Assists more senior associates in achieving business results by:
identifying opportunities to enhance the effectiveness of business processes.
providing training and technical guidance to less senior staff, where appropriate, and serving as point-of-contact for problem resolution.
participating in setting department operating plans.
recognizing and celebrating team successes.
achieving results against budget within scope of responsibility.
Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
Performs other duties as appropriate.
Specific Expected Contributions
Through professional and courteous service, contact with guests prior to arrival to offer concierge service support to enhance the guest experience and assist the VSC team to meet budget targets.
Assist with all guest customer service including tee times, reservations, spa appointments, transportation confirmation, etc.
Follow-up and ensure that all concierge related guest requests are fulfilled, and deliverables are given to guest upon request.
Work with management to ensure all brand standards are being followed with respect to guest service touch points.
Perform welcome calls and tour confirmation calls to support the team as needed.
To keep a library of area information including restaurant, golf, spa, attractions, transportation, etc.
Attend required trainings as requested by management.
Provide creative suggestions for new programs or improvements to current processes in order to maximize efficiency in sales and guest/owner relations.
Maintain a positive attitude with all external and internal customers.
Generic Candidate Profile
Successful candidates should possess knowledge and experience and demonstrate strong leadership and relationship skills as follows:
Generally, a professional position with specific knowledge in a discipline (e.g., Accounting, Human Resources, Information Resources). College degree and/or relevant experience typically required.
Specific Candidate Profile
Proven track record in a strong customer service environment and familiarity with local marketplace is a must.
Highly organized, motivated, and goal-oriented individual with excellent written and verbal communication skills.
Attention to detail and ability to multi-task is a requirement.
Must be willing to work flexible hours including evenings, weekends, and holidays.
Proficiency in computers – software knowledge and skills in Microsoft Office applications (Word, Excel, PowerPoint) are a requirement. Multi-tasking with multiple applications is essential.
High School Diploma required.
Minimum of one (1) year of experience in customer service, sales, or marketing.
Bilingual, ability to speak English and Spanish, fluently.
Must have excellent written and verbal communication skills, prepares and reviews written documents accurately and completely, and answers telephones using clear and professional language.
Performs other reasonable job duties as requested by Supervisors.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture