Our highlighted core value for the 2nd quarter is “We always do the right thing”. Doing the right thing, for the customers, for the company, and for ourselves, will increase satisfaction and create a more positive experience for all involved. At Owner Services, that means acting with integrity and doing what is in the best interest of both the Owner and Marriott Vacations Worldwide. By doing the right thing, we can solve and eliminate problems which will lead to a higher overall Owner satisfaction.
Doing the right thing can mean different things in different situations. Offer to keep in touch with an Owner or Member to update the status of an ongoing issue or research request. Remain patient and take extra time to make sure each Owner/Member understands all of the many options available to them. Keep in mind that many of our Owners and Members may not understand how their ownership works and they need you to guide them through the processes and advise them of what is in their best interest.
Cora Egan, a Service Support Counsellor in our Cork, Ireland office relayed this story about doing the right thing. I received a request from two associates in Playa Andaluza to reach out to an Owner who needed assistance. Due to ill health, the Owner had not been able to travel to the resort for the past three years and wanted to go this year with her family. Her husband had been a great strength to her while she was undergoing treatment and had helped her through what she said was a very dark time.
But it was her two daughters she especially wanted to thank. During their teenage years, when they should have been growing into the wonderful people they are now, they were caring for her and dealing with a lot more than they should at that age. The girls are older now and moving on with their lives, but she wanted one last holiday with them. Unfortunately the two weeks she requested were not available so I suggested we place a request with Interval International. We decided it would be a good idea if she included the nearby Marbella Beach Resort also in the request. My associates and I were in constant contact and with the assistance of a very helpful Interval associate we were able to make this Owners dream come true. Contacting the Owner and confirming her booking was possibly the best feeling I have ever experienced. I will continue to assist this Owner so she may continue to enjoy the Marriott experience for many more years. Working together and doing the right thing has given this Owner the opportunity the show her gratitude to the people who matter to her.
As you can see in Cora's example, doing the right thing is very important. When we choose to do the right thing by keeping the Owner's interest in mind, we build stronger and more lasting relationships with Owners. Once we build a solid relationship with an Owner or Member, we earn trust which in turn creates loyalty. Our Owners know that we will continue delivering unforgettable experiences that make vacation dreams come true.
