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Guest Services Assistant Team Leader Idn

2 weeks ago

Denpasar, Indonesia Marriott Vacations Worldwide Full time

**JOB SPECIFIC TASKS**
- Support a team to make sure arrival date & preview date are aligned with company system.
- Assign tour at 2 galleries based on channel mix and company needs.
- Coordinate with activation and GRA team for any change’s arrival, preview schedule or room upgrade.
- Update information to GRA/gallery regarding meet & greet on check in process.
- Provide passport form to guest on check in process or preview time.
- Welcoming guest on arrival & requalified to ensure all data valid.
- Make friendly reminder call to make sure preview on time.
- Provide information area & facilities, make sure guest on satisfaction.
- Anticipate guest needs & build the rapport with guest.
- Address guests complain & escalate to manager when needed.
- Ensure Compliance with health & quality standards.

**CORE WORK ACTIVITIES**

**Assists Management**
- Assist the Marketing Manager with the recruitment, supervision, roster scheduling and training of the marketing executive staff.
- Partner with the Marketing Manager to establish work schedules, and review requests for PTO from team members.
- Provide complete and accurate tracking of all key business indicators related to the Department.
- Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
- Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).
- Participate in associate performance appraisals.
- Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
- Evaluate current processes and suggest improvements.
- Manage channel mix to support company achieving budget every year.

**Quality Assurance/Quality Improvement**
- Monitor the performance of others to ensure adherence to quality expectations and standards.

**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.
- Perform other reasonable job duties as requested by Supervisors.

**Communication**
- Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
- Speak to guests and co-workers using clear, appropriate and professional language.
- Provide assistance to coworkers, ensuring they understand their tasks.

**Working with Others**
- Contact appropriate individual or department (e.g., Sales, Data Administration, Accounting) as necessary to resolve guest calls, requests, or problems. Develop and maintain positive and productive working relationships with other employees and departments.
- 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.
- 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 app

**Safety and Security**
- Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.

**Physical Tasks**
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

**Other**
- Demonstrates total understanding of the culture and processes of the organization.
- Manages time effectively to punctually attend daily team meetings, training sessions, and customer/owner appointments.
- Improves sales presentation approach through self-critique, practice, and lessons from the feedback provided by others (e.g., Sales Manager Coaches, Customers, Owners).
- Participates in formal training sessions offered by management team.
- Maintains an awareness of current events (e.g., news, sports, pop-culture) and information on locations to enable customer relationship building.
- Assists in the development and mentoring of other guest service as requested.
- Understands and abides by state and federal regulation around all sales and/or marketing activity (i.e. Do Not Call Lists, State registrations, Exemptions, etc.).
- Performs other duties as assigned.

CANDIDATE PROFILE

**Education and Experience**

**Education**
- High School diploma, or 2 years of equivalent work experience; minimum 2 years’ experience in a similar position

**Related Work Experience**
- One-year related experience

**Others**
- Work in close contact with the general public in Marketing and Sales situations that require strong communication and customer service skills
- Demonstrate openness to adapt to different cultural contexts based on location
- Travel 20% to 50% of the time
- Must be willing to work weekends and holidays as req