Customer Relation Assistant

**GENERAL**

Ensure that brokers and MVCI S&M teams comply with MVW standards, MVCI company policy and processes.

Ensure the MVCI S&M DLP team and brokers deliver high quality standard of service and show high respect towards operational teams onsite

Guarantee guests’ satisfaction by promoting and supporting all aspects of customer service and enhancement.

Handle members and guests’ inquiries and special requests with professionalism and discretion

Report to CRM any customers queries, complaints or escalations passed on from Brokers, DLP Sales team, DLP Marketing team, ME team or Operations

**RECEPTION AND BACK OFFICE**

Host the guests, propose drinks and keep a filled client form

Create leads in Universe

Keep accurate records in Universe to ensure customers history/contact details are up to date and complete

Keep accurate records in Universe of effort codes and job codes.

Ensure all guests details coming on presentation and all tour gifts are registered and codified in Universe.

Ensure all gifts are ordered after the sales presentations

Keep strict control of tour vouchers offered to HP or Inhouse guests

Gift reports to be kept up to date

Guarantee identification and problem solving of any Holiday Preview at the time of arrival or during the stay.

Ensure all HP tours are on time on presentation by calling them once checked in

Print welcome letters for all HP guests once received from CRM / Ensure all letters are with Front Desk prior to the guests’ arrivals

Collect the IPC invites from IPCs prior to tours and from guests at point of tour

Run the snaggit every evening for following days

Print reports on a weekly basis to control accuracy of Universe input (LC VIRTUALS)

Anticipate a sufficient stock of refreshments, stationery, toner, sales collateral

marketing collateral, marketing welcome gifts.

Handle the S&M general switchboard

Lists of goods / stationery/ collaterals missing to be addressed to the CRM

Review deliveries

Order and prepare DHL

Collect the daily post

Ensure Sales gallery is set up to MVCI standards, clean, tidy and all material in working conditions (coffee machine, keyboards and mise filled with batteries, cleaning of gallery and terrace as expected from HSK)

Liaise with the relevant departments such as IT, Engineering, Loss & Prevention, Front desk and Ops, CDS back Office

**ADMIN**

Review worksheets prior to submit to NOA in CRM absence

Print contracts and get those countersigned by MVCI in CRM absence

Conduct signature of contracts with guests in the gallery

Ensure all necessary documentation is received and signed by new purchasers before they leave the gallery

Ensure all signed contracts are countersigned by MVCI and scanned to NOA for pending in CRM absence

Liaise with the new purchasers during the cooling off period to collect relevant documentation (POA, POI, CC form etc..)

**INHOUSE**
- Provide administrative support for inhouse department including all administrative tasks; update and preparation of inhouse list, track of tours, performance update file, referrals update
- Assist with preparation of the team schedule (rota)
- Process open dated packages
- Assist other marketing departments as required
- Perform any other tasks as per SOPs related to administration of the inhouse department
- Prepare wages
- Prepare allocations
- Deal with IPCs queries and questions
- Assist with team trainings and meetings
- Assist with customer complaints
- Prepare the information for one-to-one performance reviews
- Provide ad hoc info related to the department
- Assist with coordination with resort operations communication and initiatives

Proceed with the Inhouse allocations between the DLP Marketing team and Brokers daily and weekly as per ROTA

Retrieve the IPC comments as per ROTA

Keep the ROTA up to date
- Strong knowledge of Excel, Word
- Opera
- Universe
- Outlook
- Facility with numbers
- Flexible with rota and eager to perform
- Happy to cover some weekends
- English required
- FR, IT, AR highly appreciated

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