Quality Assurance Executive - Lakeshore Reserve

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Job description

Job Description

Advise Sales team on issues related to ownership contracts (e.g., titles, financing, pre-approval). Ensure that signed contract paper work is accurate and contains all necessary information and documentation. Respond to Sales team requests related to contract status, such as additional information required, follow-up needed, or tracking. Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott, including up-selling. Promote awareness of brand image internally and externally. Prepare reports as requested by Sales managers. Maintain and update databases, spreadsheets, and electronic filing systems related to Sales and Marketing activities (e.g., tours, mailings). Perform general office duties (e.g., filing, sending emails, typing, faxing, copying).

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; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards. 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.

CANDIDATE PROFILE

Education and Experience
Required:

• High school diploma or GED
• Proficiency in English
• Notary License Required: associate must have notary license active and in good standing by the end of six (6) month introductory period, from date of hire.
• One-year related experience
• Florida Real Estate License

Successful Candidates Will Be Willing To:

• Must be willing to work weekends and holidays as required by business needs

CRITICAL TASKS

Policies and Procedures

• 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 the privacy and security of guests and coworkers.

• Maintain confidentiality of proprietary materials and information.

• 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

• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

• 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.

• 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.

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

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

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

• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).

Communication

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

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

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

• Provide assistance to coworkers, ensuring they understand their tasks.

• 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.

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

Assists Management

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

• Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.

Working with Others

• Develop and maintain positive and productive working relationships with other employees and departments.

• Partner with and assist others to promote an environment of teamwork and achieve common goals.

• Actively listen to and consider the concerns of other employees, responding appropriately and effectively.

• 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.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

• Monitor the performance of others to ensure adherence to quality expectations and standards.

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.

Sales

• Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott.

Contract Processing

• Advise Sales team on issues related to ownership contracts (e.g., titles, financing, pre-approval).

• Ensure that signed contract paper work is accurate and contains all necessary information and documentation.

• Respond to Sales team requests related to contract status, such as additional information required, follow-up needed, or tracking.

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

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