Marketing Coordinator-Telemarketing

POSITION SUMMARY

Promote awareness of brand image internally and externally. Use sales
techniques that maximize revenue while maintaining existing guest loyalty to
Marriott, including up-selling. Communicate with potential owners via
telephone to set up preview package sales/day tours. Explain details and
requirements related to attending a sales presentation to potential owners and
verify that individuals meet eligibility requirements. Overcome potential
owner objections while maintaining a polite and enthusiastic demeanor.
Encourage guests or callers to purchase or schedule preview package
sales/tours. Check availability of accommodations and dates, including finding
alternative dates or options if first choice is not available. Answer guest
questions about property facilities/services. Contact appropriate individual
or department (e.g., Sales, Data Administration, Accounting) as necessary to
resolve guest calls, requests, or problems.

Follow all company policies and procedures; 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; support team
to reach common goals; listen and respond appropriately to the concerns of
other employees. Comply with quality assurance 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.

CRITICAL TASKS
Safety and Security
Follow company and department safety and security policies and procedures to
ensure a clean, safe, and secure environment. Policies and Procedures
Protect the privacy and security of guests and coworkers.
Maintain confidentiality of proprietary materials and information.
Follow company and department 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
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.
Engage guests in conversation regarding their stay, property services, and
area attractions/offerings.
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.
Communication
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.
Talk with and listen to other employees to effectively exchange information.
Provide assistance to coworkers, ensuring they understand their tasks.
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.
Handle sensitive issues with employees and/or guests with tact, respect,
diplomacy, and confidentiality.
Partner with and assist others to promote an environment of teamwork and
achieve common goals.
Quality Assurance/Quality Improvement
Comply with quality assurance expectations and standards.
Physical Tasks
Move, lift, carry, push, pull, and place objects weighing less than or equal
to ‎10 pounds without assistance. Sales
Promote awareness of brand image internally and externally.
Recognize opportunities to up-sell the customer and sell enhancements to
create a better Marriott experience or event.
Use sales techniques that maximize revenue while maintaining existing guest
loyalty to Marriott. Preview Package Sales/Tours
Explain details and requirements related to attending a sales presentation to
potential owners.
Verify that individuals meet eligibility requirements for preview package
sales/tours prior to scheduling a tour for a Marriott vacation club property.
Overcome potential owner objections while maintaining a polite and
enthusiastic demeanor.
Communicate with potential owners via telephone to set up preview package
sales/tours, including explaining the opportunities available and answering
questions.
Encourage guests or callers to purchase or schedule preview package
sales/tours.  Check availability of accommodations and dates, including
finding alternative dates or options if first choice is not available.
ESSENTIAL JOB FUNCTIONS
To conduct In/Out Bound calls targeting the potential buyers of MVCI products
in order to book the qualified prospects.

Achieve the goals as established by MVCI management such as:
Conduct In/Out bound calls on daily basis to generate the qualified tours.
Booking the tours to Dubai sales gallery or to the specific road show. Fully
understanding the MVCI marketing campaigns and offers.

Others:
Perform all tasks in a timely manner ensuring all deadlines are met. Perform
other related tasks as assigned by management. Comply with MVCI and Marriott
International policies and procedures. Be proactive and have a flexible
approach to work, meeting the needs of the team and the business at all times.
Maintain an attitude and commitment to provide excellent service to all
customers and associates. Respond sensitively to the needs and feelings of
others, regardless of status or position; accept interpersonal differences and
maintain a constructive report with all associates and customers. Maintain a
working knowledge of all Marriott product lines. Maintain computer systems
knowledge (Windows XP, E-Mail, Word, Excel, Goldmine and OTM.) Good command of
English and Arabic and knowledge on reading, writing and speaking. Work with
all MVCI colleagues as a team, supporting the needs within that team and those
of the business at all times. Revise the performance on daily / weekly /
Periodic basis to identify the areas need of improvement In case of
underperformance, liaise with the Telemarketing Manager and follow the
instructions / advice given in order to improve personal performances. Adhere
to MVCI policies and procedures in every regard. Guest Relations
Answer guest questions about property facilities/services (e.g., hours of
operation, rates and room types, packages, promotions, entertainment,
restaurants, special events).
Contact appropriate individual or department (e.g., Sales, Data
Administration, Accounting) as necessary to resolve guest calls, requests, or
problems.

CRITICAL COMPETENCIES
Analytical Skills Learning
Interpersonal Skills
Diversity Relations
Customer Service Orientation
Team Work
Interpersonal Skills
Influence
Communications
Listening
Telephone Etiquette Skills
Communication
English Language Proficiency
Applied Reading
Personal Attributes Integrity
Positive Demeanor
Dependability
Stress Tolerance
Adaptability/Flexibility
Presentation
Administration
Telephone Operations

PREFERRED QUALIFICATIONS
Education

High school diploma/G.E.D. equivalent
Related Work Experience

No related work experience is required
Supervisory Experience

No supervisory experience is required