Nature of Work
Reservation sales associates will assist customers via calls, chats, emails and all customer contact channel’s with professionalism and service excellence. Associates must have knowledge of product features, benefits and services, to provide customers with recommendations and suitable options for their hotel accommodations and overall travel itineraries. Associates must be excellent communicators and enjoy assisting guests with inquiries on the various property attributes, with in-depth product knowledge to be able to articulate and differentiate the products in the same category and location, as well as the products in the different locations. Associate must be able to work shift work our hours of operations that are currently 24 hours a day, 7 days a week.
Duties and Responsibilities
Associate will provide customer service and effective sales skills to engage, promote and sell accommodations.
Associate will encourage upsell opportunities to book into higher view categories, and as opportunities arise, cross sell inter-island accommodations.
Associate will maintain a level of sales conversion, as determined by management, commensurate with their level of experience.
Associate will provide detailed information about the property location, amenities, room features, room rates, surrounding areas and all pertinent product information for sales effectiveness.
Associate will maintain complete knowledge of reservations policies and procedures, property information and updates.
Associate will maintain positive guest relations at all times, address guest concerns to ensure guest satisfaction and ensure efficient resolution, as necessary.
Perform other related duties as requested by Management
Knowledge, Abilities, and Skills
Associate must possess excellent oral and written English communication skills
Associate must be able to work independently, efficiently and effectively, especially in the work from home environment
Associate must possess good technical and excellent organizational skills to manage the tools and resources required to perform this job
Associate must possess excellent customer service skills.
Associate must be able to work overtime.
Associate must be able to work flexible schedules.
Hotel central reservation systems
Standard Microsoft Office tools essential
Able to read and write effectively
Coordinate as required support for customers and properties
Physical Requirements
Employees in this position will sit for extended periods of time speaking on the phone and working at a station *. The employee can also periodically stand at their work station utilizing an extended cord headset. Data entry is not constant as the information is obtained from members over the phone throughout the conversation and is inputted by alternating between the keyboard and the mouse. Employee also responds to member questions by switching between screens for the information.
Sitting, standing, manual dexterity (writing, typing, handling), operation of automated equipment (i.e., computer).
Shift work
Works Alone
Works with Others
Verbal Contact w/ Others
To apply for this job please visit www.marriottvacationsworldwide.com.
