Pre-Arrival Specialist (Chinese+English speaking)

• Contact, greet and welcome all arriving/returning owners, prospective owners and leads promptly and professionally with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
• Address guests' service needs in a professional, positive, and timely manner.

• Maintain confidentiality of proprietary materials and information.
• Protect the privacy and security of guests and coworkers.
• Follow company and department policies and procedures.
• Ensure personal appearance is clean, hygienic, professional and in compliance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

• Speak to guests and co-workers using clear, appropriate and professional language.

• 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.

• Check owner referral and preview package arrivals
• Prepare welcome folder (tour passport, transportation voucher, premium and charging form, etc.)
• Double check transportation report, both arrival and departure
• Meet guests upon arrival
• Assist guests through checking in process
• Reconfirm the presentation date/time/place
• Reconfirm the package information
• Reconfirm transportation out with pick up time and location
• Sending weekly report to manager, include feedback and rating of each arrival.
• Meet all arrivals during 09:00-18:00 hrs. If guests arrive before or after, then meet up the guests according to the appointment provided by ME.
• Ensuring that arrival guests have unforgettable vacation experience in Marriott's Phuket

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