Reservation Coordinator/Marketing Administrator

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Reservation Coordinator/Marketing Administrator

POSITION SUMMARY

Serve as the point of contact for clients and communicate with them by phone and email to respond to questions and requests. Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservations, and answer inquiries from guests. Operate standard office equipment other than computers. Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software. Transmit information or documents using a computer, mail, or facsimile machine, including proofreading and editing written information to ensure accuracy and completeness. Enter and locate work-related information using computers and/or point of sale systems.

Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with other employees and departments, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Report accidents, injuries, and unsafe work conditions to manager. 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

Safety and Security

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.

Policies and Procedures

• Maintain confidentiality of proprietary materials and information.

• Protect the privacy and security of guests and coworkers.

• Follow company and department policies and procedures.

• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.

• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Address guests' service needs in a professional, positive, and timely manner.

• Thank guests with genuine appreciation and provide a fond farewell.

• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

• 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.

• Assist other employees to ensure proper coverage and prompt guest service.

Communication

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

• Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.

• 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.

• Talk with and listen to other employees to effectively exchange information.

Reservation Coordinator / Marketing Administrator Job Family: Administration

• Validating the day-to-day new leads & updates in both Goldmine & OTM

• Reservation management, maintaining a good relationship with the hotel’s reservation teams

• Proccing all reservations requests (HPs, Package activations, bounce backs, welcome to and owners and TNB premiums) with the local and regional hotel

• Proccing all credit card payments in OTM (Packages, Welcome to & Encores)

• Maintaining credit card reports and validating with CyberSource

• Maintaining and ensuring the credit card filing system with finance to be compliance with MVW internal policies

• Managing the MID Inventory allocated for the site in OTM in parallel with the release back process

• Ensure that internal call center reports, Cognos & other reports are undated and distributed in a timely manner

• Responsible for ensuring payroll, including bonus and/or commission payments are processed within the set deadlines.

• Ensure sales support functions, including customer correspondence, vouchers and preview reservations are managed smoothly and confirmed to clients in a timely manner.

• Act as the ‘Super User’ liaison for the EME Marketing teams in order to facilitate better control by communicating standard operating procedures (SOPs), helping clarify business processes, highlighting associate training requirements, coordinating change/enhancement requests and validating any system or process issues before they are escalated to the relevant support processes

• Maintaining PII & PCI policies / process in the marketing department & Call center

• Supervising, training & coaching the marketing admin team

• Responsible of training both sales & marketing teams on Goldmine

• Maintain & produce marketing admin process & LSOP’s

• Managing In-reach MARSHA reservations

• Produce Ad-hock reports to assist the senior management team

• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

• 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.

• 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. Computers/Software

• Transmit information or documents using a computer.

• Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservation and answer inquiries from guests.

• Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software.

• Input Leads from all sources to Goldmine system.

• Maintain and Update Goldmine data.

• Replace the reservation administrator.

• Replace to other MKT administrators.

• Export data the TM’s and SE’s bookings from Goldmine to OTM.

• Weekly and daily new leads reports.

• Input ME Referrals to Goldmine system.

• Update the daily Log In into Goldmine system.

• Update weekly reports from OTM to Goldmine system.

• Update successful tours to owners on Goldmine system.

• Reallocate leads as the work instructions.

• Assist the Marketing Executive with the implementation of marketing programs.

• Production of statistical reports from computer system packages as needed and requested - weekly, period quarterly and year to date.

• To maintain filing system

• Co-ordinate appointments / lead generation

• To receive and respond to correspondence from Direct Mail programs

• To liaise with marketing companies to support local and regional marketing programs

• Operate Goldmine Database (lead referral)

• Assist in Linkage, Affinity programs

• Replace the reception supervisor and handle all related job tasks

Office Equipment

• Transmit information or documents using mail, or facsimile machine.

• Operate standard office equipment other than computers such as telephone, typewriter, fax, photocopier, calculator, and electronic peripherals.

Reservation Coordinator / Marketing Administrator

Job Family: Administration

Analytical Skills

Computer Skills

Learning

Decision-Making

Interpersonal Skills

Customer Service Orientation Interpersonal Skills

Teamwork

Diversity Relations

Communications

Listening

English Language Proficiency Communication

Telephone Etiquette Skills

Applied Reading

Writing

Personal Attributes

Dependability

Integrity

Stress Tolerance

Positive Demeanor

Presentation

Adaptability/Flexibility

Organization

Detail Orientation

Multi-Tasking

Time Management

Planning and Organizing

General Administration

Typing

Computer Software Microsoft Office

PREFERRED QUALIFICATIONS

Education

High school diploma/G.E.D. equivalent

Related Work Experience

At least 2 years of related work experience

Supervisory Experience

No supervisory experience is required

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