Guest Service Agent
hace 17 horas
Estepona
Job Functions Customer Service • Guarantees Guest satisfaction and resolve customer issues before, during and after their visit adhering to company policy and guidelines; liaising with suppliers (Hotels / Resorts / -car hire companies/ Corporate etc) where necessary., • Answer switchboard, preview and back office telephone calls. Deal with enquiries or redirect calls / messages as appropriate. Ensure answering machine is operational when appropriate and check frequently for messages., • Meet and Greet visitors to the preview centre and when appropriate encourage them to make appointment for tour., • Collect invitations from tours, ask clients to fill out the 'client form', provide refreshments and snacks. Collect dirty crockery and ensure a sufficient supply of clean crockery and clean / disinfect tables., • Prepares and issues gift vouchers/MRW points / resort credits to the clients., • Guarantee compliance and/or pre-arrival calls to Holiday Preview-clients. email missing information to the client. Record all in relevant computer system, • Forward special accommodation requests to the resort or hotel and organise additional customer requirements they may have such as car hire or upgrade, restaurant or golf reservations or flowers/champagne for special occasions., • Strive to keep No Show & No Tour % to a minimum and ensures procedures are in place in order to achieve this., • Keeps Sales Centre & show apartment clean and tidy; make sure all lights, music and plants are maintained, report any maintenance or repair issues & coordinate repairs., • Ensure completion of all administrative duties within the department in a timely manner, • Receive and co-ordinate all appointments from Marketing Co-Ordinators IPC Team, in-house Team, • Ensure all tours are logged correctly in OTM and Electronic Tour log daily, following correct SOP's., • Maintain the ETL reception log files which list client details, source code, sales executive, tour comments and times of each tour and update the book with future appointments., • Create SNAGITS to hand to SE before tour starts, • Together with Sales Management, administer the sales line, taking into account priorities and language requirement / capability / power line/ preview/ local line., • Update tour manifest as per SOP, print reports to control accuracy of OTM input and tour management, prepare weekly 'closing of the week' reports complete actions on time., • Update a file for management on weekly basis with all '5NI' clients, 'Housed' tours and client who bought DMVC. Inputs new records in Goldmine if a client was on 5NI list and currently not on the database., • Prepare the information for Owner Referral's Tours, enrolments for owner tours and rental rebate information for rental tours., • Issue owner's cards after checking on maintenance fees status. Provide information on resale and modification department when requested., • Work closely with Paris office to input clients, comments, times and weekly check OTM's Tour manifest as well as all the tours for the Road Show tours organised., • Control and track petty cash, ensuring receipts are retained and necessary forms completed for accounting purposes., • Prepare all necessary reports, letters and vouchers for Holiday Preview clients., • Update the Holiday Preview log and other systems as appropriate., • Produce departmental reports to deadline (Issue report, Room usage, vouchers control)., • Prepare release back, load waves and request/load inventory availability into the system as per guidance., • Check invoices from suppliers, for hotels, Car hire company & vouchers are correct and prepare for payment., • Assist sales and telemarketing in processing and making preview bookings., • Process web bookings, update web availability and assist telemarketing department when needed., • Process inbound bookings and activations as required., • Charge client credit cards for previews and / or car hire where necessary, process and charge Discover Marriott Package., • Check MVCI Holiday preview CDS inbox, S&M Reception Inbox, VT inbox, MVCI Playa Marketing inbox, MVCI Playa TMK Preview (weekends only), EME and MVC Preview Customer Service email and respond to emails., • Assist with Goldmine administration as required., • Handle deliveries, arrange couriers, prepare internal and external post and deal with all other supplier enquiries. Distribute incoming mail and incoming faxes, • Check office machines are operational (i.e. check supplied with paper, coffee machine is working etc)., • Maintain sufficient stock of food and beverages for clients & staff kitchen., • Obtain quotes from printers and other suppliers, • Prepare training areas & meeting rooms, • Assist with language proof reading & minor translations, • Maintain general secretarial responsibilities & assistance to Managers as appropriate, • Travel arrangements for outgoing staff, • Upkeep of First Aid supplies, • Performs other related tasks or project style work as assigned by management., • General Computer Programmes: Universe, Word, Goldmine, Excel, Marsha, Opera, Cognos., • Other Skills:, • Excellent Communications skills, oral and written, • Good problem solving skills, • Customer care experience, • Time management and organizational skills, • Ability to work alone and in a team, • Ability to self motivate
Iván V.Director•Activo hace 15 días
