Advisor, Hotel Reservation Special Services

Department:  Could be multiple depts (IRFS & Exchange)

Status:            Non-Exempt

Reports To:   Supervisor

Nature of Work

Reservation sales associates will assist customers via calls, chats, emails and all customer contact channel’s with professionalism and service excellence.  Associates must have knowledge of product features, benefits and services, to provide customers with recommendations and suitable options for their hotel accommodations and overall travel itineraries.  Associates must be excellent communicators and enjoy assisting guests with inquiries on the various property attributes, with in-depth product knowledge to be able to articulate and differentiate the products in the same category and location, as well as the products in the different locations. Associate must be able to work shift work our hours of operations that are currently 24 hours a day, 7 days a week.

Duties and Responsibilities

Associate will provide customer service and effective sales skills to engage, promote and sell accommodations.

Associate will encourage upsell opportunities to book into higher view categories, and as opportunities arise, cross sell inter-island accommodations.

Associate will maintain a level of sales conversion, as determined by management, commensurate with their level of experience.

Associate will provide detailed information about the property location, amenities, room features, room rates, surrounding areas and all pertinent product information for sales effectiveness.

Associate will maintain complete knowledge of reservations policies and procedures, property information and updates.

Associate will maintain positive guest relations at all times, address guest concerns to ensure guest satisfaction and ensure efficient resolution, as necessary.

Perform other related duties as requested by Management

Knowledge, Abilities, and Skills

Associate must possess excellent oral and written English communication skills

Associate must be able to work independently, efficiently and effectively, especially in the work from home environment

Associate must possess good technical and excellent organizational skills to manage the tools and resources required to perform this job

Associate must possess excellent customer service skills.

Associate must be able to work overtime.

Associate must be able to work flexible schedules.

Hotel central reservation systems

Standard Microsoft Office tools essential

Able to read and write effectively

Coordinate as required support for customers and properties

Physical Requirements

Employees in this position will sit for extended periods of time speaking on the phone and working at a station*.  The employee can also periodically stand at their work station utilizing an extended cord headset.  Data entry is not constant as the information is obtained from members over the phone throughout the conversation and is inputted by alternating between the keyboard and the mouse. Employee also responds to member questions by switching between screens for the information.

Sitting, standing, manual dexterity (writing, typing, handling), operation of automated equipment (i.e., computer).

Shift work

Works Alone 

Works with Others    

Verbal Contact w/ Others

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