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    Supervisor, Quality Operations - Las Vegas, NV, United States - Marriott Vacations Worldwide

    Marriott Vacations Worldwide
    Marriott Vacations Worldwide Las Vegas, NV, United States

    3 weeks ago

    Marriott Vacations Worldwide background
    Description

    Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe.

    Join our team and help deliver unforgettable experiences that make vacation dreams come true.

    Our Marriott Vacation Club Grand Chateau location in Las Vegas, NV, is looking for a Sales Front Desk Supervisor to join their team

    JOB SUMMARY
    Oversee the Sales Front Desk team.

    Establish work schedules, participates in performance reviews, manage employee issues, and ensure the proper functioning of the sales tour allocation process.

    Participate in the selection and hiring of new team members. Work with Marketing and Sales managers to ensure that tours are efficiently and effectively allocated to Sales Executives. Oversee data tracking of tours and guest premiums. Ensure that the common areas of the gallery are neat, clean, and stocked with hospitality items and promotional materials. Report accidents, injuries, and unsafe work conditions to manager.

    Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.

    Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; thank guests with genuine appreciation.

    Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards.

    Read and visually verify information in a variety of formats; move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance; stand, sit, or walk for an extended period of time.

    Perform other reasonable job duties as requested.


    CRITICAL TASKS
    Assists Management
    Establish work schedules and review requests for PTO from team members.

    Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.

    Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).

    Participate in associate performance appraisals.

    Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.

    Evaluate current processes and suggest improvements.

    Marketing and Sales
    ~ Oversee data entry regarding sales tours, site packages, and self-generated leads into computer software system.
    ~ Research, compile, retain, and/or communicate pertinent sales information/history to Sales Executives and/or Managers on a daily/weekly basis.
    ~ Review the details and scheduling of sales presentations or preview packages to guests who do not have a sales presentation scheduled.
    ~ Promote awareness of brand image internally and externally. Oversee the process of expediting premiums (gifts) for site marketing programs.

    Guest Relations
    Address guests' service needs in a professional, positive, and timely manner.
    Thank guests with genuine appreciation and provide a fond farewell.

    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.

    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.

    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 guest questions about property facilities/services (e.g., hours of operation, rates and room types, packages, promotions, entertainment, restaurants, special events).

    Gallery Operations
    ~ Ensure gallery has hospitality items throughout the sales gallery in all locations.
    ~ Ensure that the kitchen preparation room is in order.
    ~ Ensure all common areas are neat and in order.
    ~ Oversee and ensure the safety of any children accompanying sales presentation guests in accordance with corporate guidelines
    ~ Work in conjunction with the Sales and Marketing Management and Associates to ensure an efficient tour wave flow throughout the day.
    ~ Communicate to all marketing department associates tour wave availability.
    ~ Update tour manifest throughout the day.
    ~ Complete all Daily Checklists and report and turn into management at the end of shift.

    Communication
    Speak to guests and co-workers using clear, appropriate and professional language.

    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.

    Rewards and Gifts
    ~ Oversee the tracking of guest premiums.
    ~ Oversee the distribution of gifts to guests upon completion of sales presentation.
    ~ Review regular reports of premium gifting banks.
    ~ Review Preferred Merchant List.

    Computer Skills
    Use computer systems and software packages to input, access, modify, store, or output information
    Enter and retrieve data from computer systems using a keyboard, mouse or trackball.
    Working with Others
    ~ Support all co-workers and treat them with dignity and respect.
    ~ Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
    ~ Develop and maintain positive and productive working relationships with other employees and departments.

    Physical Tasks
    ~ Enter and locate work-related information using computers and/or point of sale systems.
    ~ Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

    Policies and Procedures
    ~ Maintain confidentiality of proprietary materials and information.
    ~ Follow company and department policies and procedures.
    ~ Protect the privacy and security of guests and coworkers.
    ~ Attend meetings as required by Supervisors.
    ~ Perform other reasonable job duties as requested.


    CRITICAL COMPETENCIES
    Analytical Skills
    Computer Skills
    Learning
    Data Analysis
    Forecasting
    Problem Solving
    Decision Making

    I
    nterpersonal Skills
    ~ Customer Service Orientation
    ~ Interpersonal Skills
    ~ Diversity Relations
    ~ Team Work
    ~ Influence

    Communications
    Communication
    Listening
    Telephone Etiquette Skills
    English Language Proficiency
    Applied Reading
    Electronic Communication Form, Report, and Log Completion

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