Job Profile Ms1000
Job Title Tour Guide
Job Summary
As a Tour Guide, you will be responsible for making
meaningful moments for Owners, members, and guests. You will contribute to
the success of the organization and site by catering to the individual needs
and preferences of each potential guest.
You will add to the success
of the team by maintaining high standards and providing the best service.
You will need to have a flexible schedule, communicate clearly with coworkers
and guests, and follow the company's rules in all situations. Your
responsibilities will also include but are not limited to: Maintaining guest
relationships to ensure continued guest satisfaction with the organization
and to support future business opportunities.
Specific job duties
may differ by property, size of team, or facility. Join our expanding team
and become a valuable member where meaningful moments are made together. $30.00
Hourly Rate plus Commission
Candidate Profile
Education
and Experience:
- High School Diploma or G.E.D. equivalent
is preferred but not required - Proficiency in English
- Customer
service, hospitality, marketing, sales and/or other customer-facing experience
preferred - Proficiency in computer skills, specifically in Microsoft
programs including Outlook, Excel and Teams preferred - Position
may require background and drug screening, in accordance with state and local
requirements.
Work Conditions and Schedules - Maintain
availability to work a fluctuating schedule, based on business needs, which
may include days, nights, weekends, and holidays.
Position requires regular, on‑site, in‑person presence and interaction
with guests and coworkers. Physical presence onsite is an essential function
of this role.
Competencies - Personal Attributes: Dependability,
Presentation, Positive Demeanor, Adaptability/ Flexibility, Stress Tolerance,
Integrity
Interpersonal Skills: Customer Service Orientation, Diversity
Relations, Teamwork and Collaboration, Influence
Communication:
Listening, Applied Reading
Analytical Skills: Learning
Physical
Ability - Perform physical tasks such as moving, lifting, carrying, pushing,
pulling, and placing objects weighing up to 10 pounds without assistance. Reach
overhead and below the knees, perform bending, twisting, pulling, and stooping,
and be able to stand, sit, or walk for an extended period or for an entire work
shift.
Job Description – Job Specific Tasks
Building and Maintaining Customer Base
- Welcome
and accompany guests during property tours while providing high‑quality guest
service. - Provide factual, objective, written and approved information
about the resort and its amenities. - Fulfill requests from owners
or prospects regarding property maps, room locations, etc. - Support
the brand image by modeling professional behavior, appearance,
and communication. - Establish rapport with guests during the tour
to enhance the guest experience. - Direct any ownership, pricing,
product, or contractual questions to a licensed sales executive and/or team
leader. - Provide the highest possible guest service to support company
guest and customer satisfaction survey targets.
Presentation
Support
- Provide prospective owners and Owners a Sales Gallery,
Property, and Model tour. - Explain the features, advantages,
and benefits of the product. - Direct guest questions regarding product
information and ownership to a licensed Team Leader and/or Sales Executive.
- Follow and adhere to the Consultative Process when meeting with owners
and guests. - Establish trust with all guests during your time with
them to build on-going rapport. - Discover the vacation and travel needs
of prospective owners through a series of strategically layered
questions/discussions and utilize the information to help a sales executive
and/or team leader customize guest presentations. - Prepare for daily
appointments (e.g., review tour sheet, owner history, presentation details,
etc.). - If a purchase is made, follow up face-to-face guest interaction
with email, phone, or mail correspondence and facilitate the use of our Vacation
Ownership Advisor(s) team. - Maintain accurate and timely communication
with licensed Team Leaders and/or Sales Executives regarding guest questions
outside the permitted scope. - Utilize approved technology (e.g.,
tablets, virtual tour applications) to support the tour experience.
Conducting and Managing Business Transactions
- Assure
complete and accurate representations to guests. - Direct purchase
contracts and financing questions to a licensed Sales Executive or Team
Leader. - Have licensed Team Leader review loan applications
and financial documents with all customers.
Providing Service
to Others
- Respond to guest inquiries that do not involve
ownership, product, pricing, contractual terms, financing, rental opportunities,
maintenance fees, or other restricted topics. - Respond to and monitor
the resolution of customer and Owner inquiries in a timely manner with accurate
information, unless those inquiries are product, purchase or contract documents
related, in which event direct those questions to a licensed associate.
- Refer all prohibited questions immediately to a licensed associate.
- Leverage resources for providing service to Owners (e.g., Vacation Ownership
Advisors) in an effective manner.
Other Daily Tasks
and Expectations
- Manage time effectively to punctually attend
daily team meetings, training sessions, and guest appointments.
- Demonstrate total understanding of the culture and processes of
the organization. - Improve presentation approach through self-critique,
practice, and from the feedback provided by others. - Participate
in formal training sessions offered by management team. - Maintain
an awareness of current events (e.g., news, sports, pop-culture) and information
on site locations to enable and promote customer relationship building.
- Perform other job duties consistent with the scope of this position,
as assigned. - Understand and abide by state and federal regulations
around all sales and/or marketing activity (i.e. Do Not Call Lists, State
Registrations, Exemptions, etc.).
Marriott Vacations Worldwide
is an equal opportunity employer committed to hiring a diverse workforce
and sustaining an inclusive culture.
