Guest Service Agent

Website Marriott Vacations Worldwide

Guest Service Agent – Costa del Sol, Spain

Guest Service Agent: The primary responsibility is to deliver the highest level of customer service and perform administrative functions efficiently to ensure the smooth operation of the department in alignment with company policies and guidelines. The job encompasses various areas including Customer Service, Back Office, Front Reception, and general Marketing support.


Customer Service

  • Ensure guest satisfaction by addressing customer concerns and resolving issues promptly before, during, and after their visit, following company policies and guidelines. Liaise with suppliers such as hotels, resorts, car hire companies, and corporate entities as needed.
  • Answer switchboard, manage incoming and outgoing telephone calls from the preview and back office areas. Handle inquiries or redirect calls/messages appropriately. Ensure the answering machine is operational and check for messages regularly.
  • Welcome and assist visitors to the preview center, encouraging them to schedule appointments for tours when appropriate.
  • Manage the collection of invitations from tours, facilitate the completion of client forms, and provide refreshments and snacks. Ensure cleanliness by collecting dirty crockery and maintaining a supply of clean crockery, while also disinfecting tables.
  • Prepare and issue gift vouchers, MRW points, or resort credits to clients as necessary.
  • Ensure compliance with pre-arrival calls for Holiday Preview clients. Email missing information to clients and record all interactions in the relevant computer system.
  • Forward special accommodation requests to resorts or hotels, and coordinate additional customer requirements such as car hire, upgrades, restaurant or golf reservations, and special occasion arrangements like flowers or champagne.
  • Implement procedures to minimize No Show & No Tour percentages, striving to keep them at a minimum.
  • Conduct welcome calls on time and ensure clients understand their obligations regarding the package. Effectively address any clients who do not adhere to the conditions.

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