HVO Multi-Brand Resolution Services Liaison

Resolution Services Liaison

Job Family: Owner Services

Position Summary:

Address questions and research escalated issues from owners and customers. Serve as Subject Matter Expert and be well-versed in the complexities of the Company's products and programs. Must be able to operate independently and be able to think creatively and sensibly to reduce escalations and resolve customer complaints quickly. Take ownership of escalated issues and provide satisfactory and reasonable resolutions within established guidelines and SLAs. Provide critical historical and account information to customers. Research and document various issues using multiple computer systems. Identify trends in owner/customer issues and proactively suggests actions to address those issues. Provide support to other MVW departments and operations to allow them to address and solve issues in their respective areas. 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. Anticipate and address owners'/guests' needs; thank owners/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:

• Owner Services
• Take ownership of escalated customer issues and follow issue until resolution is reached.
• Assist owners with escalated questions related to loans, maintenance fees, deed changes, and other similar topics.
• Perform research in response to escalated owner questions and issues.
• Follow empowerment guidelines and proper escalation procedures to resolve owner service recovery issues (e.g., complaints, reservation errors).
• Contact appropriate individual or department and ensure a warm hand-off of owner as necessary to resolve owner call, request, or problem.
• Overcome potential owner objections while maintaining a polite and enthusiastic demeanor.
• Develop a proactive response to owner issues based on trends.
• Document pertinent information in appropriate system(s) of record.
• Guest Relations
• Address guests' service needs in a professional, positive, and timely manner.
• 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.
• Assist other employees to ensure proper coverage and prompt guest service.
• Policies and Procedures
• Follow company and department policies and procedures.
• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Perform other reasonable job duties as requested.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Communication

Communicate with others using clear, appropriate and professional language. Use excellent verbal, written and interpersonal communication skills to effectively exchange information.

Working with Others

Support all co-workers and treat them with dignity and respect. 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. Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality. Maintain professionalism with customers at all times. Maintain confidentiality in regard to complaints received about other associates/sites.

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.

Documentation/Reporting

Proficient with all systems required to be proficient within position

Quality Assurance/Quality Improvement

Comply with quality assurance expectations and standards. Identify and suggest projects that will lead to quality improvement or corrective action plans based on observed issues.

Computers/Software/Office Equipment

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

Critical Competencies

Analytical Skills: Interpersonal Skills: Communications:

Computer skills: Learning: Decision-making: Problem-solving: Basic Math Skills: Teamwork: Customer service orientation: Diversity Relations: Telephone etiquette: English Language proficiency: Communication: Writing: Listening: Applied Reading

Personal Attributes:

Adaptability/Flexibility: Integrity: Dependability: Positive Demeanor: Presentation: Initiative: Stress tolerance

Organization:

Detail orientation: Multitasking: Time management: Planning & organizing

Administration:

Typing: Office Equipment: Microsoft Office: Basic computer proficiency

Preferred Qualifications

Education: High School diploma/ G.E.D. equivalent

Related Work Experience: At least 1 year of related work experience

Supervisory Experience: None required

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