Marriott Vacation Club International

Company: Marriott Vacation Club International, Orlando, FL
Company Description: The leader in the timeshare industry for almost 25 years.
Nomination Category: Customer Service & Call Center Team Categories
Nomination Sub Category: Contact Center of the Year (Over 100 Seats)

Nomination Title: Marriott Vacation Club International Owner Services - Making Vacation Dreams Come True!

Tell the story about what this nominated team achieved since the beginning of July last year (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

At MVCI Owner Services, the term “Spirit to Serve” reflects our genuine desire
to provide the highest standards of service to almost 400,000 timeshare Owners
representing more than half-a-million weeks.; It’s a philosophy we inherited
from our namesake and founder—Bill Marriott, Sr.—who believed that our
company’s success depends on our ability to understand our Customers and
exceed their expectations.;

Whether planning a perfect vacation or helping an Owner keep their maintenance
fee and loan accounts on track, each interaction between an MVCI Owner
Services Associate and our Owners is supported by this deep-routed Spirit to
Serve philosophy.; This standard operating procedure distinguishes us from
every other brand in the timeshare industry and enables us to establish and
maintain unforgettable relationships that last a lifetime.
;
2009 Year-to-Date Successes

MVCI Owner Services main call center is located in Salt Lake City, Utah, and
employs almost 500 associates.; Examples of 2009 year-to-date successes
include:

MVCI Timeshare Owners and Weeks;391,217 Owners ¦ 527,231 Weeks
MVCI Owner Services Associates in Salt Lake City, Utah; 481
Overall MVCI Timeshare Owner Satisfaction; 93.6% out of 100%
Phone Calls Handled; Almost 1 million
Average Speed of Answer; 36 seconds
Marriott Hotel Reservations Made; 72,122(over and above timeshare reservations)
Marriott Hotel reservations revenue generated from MVCI Owner Services; $8.3M
New Timeshare sales generated from MVCI Owner Services;;;;;; $2.6 million
Associate Engagement Survey results administered by the Gallup Organization
 4.67% out of 5.0% (Considered World-class)
Turnover Rate;19% compared to 65% industry standard

New Technology

In addition to the traditional inbound and outbound call center transactions,
almost 20% of MVCI Owners choose alternate means for service, including via
the web at www.my-vacationclub.com ;and using an Interactive Voice Response
system for vacation planning and paying maintenance fees.; This new technology
allows Owners to select the servicing method they most prefer.
 
Associate Recognition and Programs

At MVCI Owner Services, we have a dedicated Recognition Team Leader who
organizes BBQ’s and monthly themed parties for all Associates.; We also have
company-sponsored softball and basketball teams, a game room and two “quiet”
rooms for associates to enjoy while at work.; Other programs include:

-Coach of the Year Award
- Participation in Children’s Miracle Network fundraising activities;
numerous volunteer opportunities with Camp Kostopolus (camp for children with
mental and physical disabilities); and Volunteers of America to help do
physical repairs, raise money, conduct events with the residents and many
other things
- “Green” initiative of recycling at work
- Diversity Committee to educate our associates about the many issues
affecting today’s workforce.; Recent activities include a Holocaust
Remembrance Day and Sushi Roll Fundraiser for education of exploited women and
children in Thailand.
- Ideas Committee – About 30 hourly Associates from all departments
present ideas for improvements to senior leadership on a monthly basis.; As a
result, more than 40 ideas were implemented last year.

List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:

MVCI Owner Services Awards
1.; Awarded by Utah Business Magazine and Utah Department of Work Life
Services as The Best Place to Work in Utah in 2008 and 2009
http://jobs.utah.gov/opencms/occ/worklife/awards/archive/11thyear/index.html
2.; Owner Services recognized as a "Green" place to work.
http://www.marriott.com/news/detail.mi?marrArticle=354922
3.; MVCI Owner Services was recognized as the Best Customer Service
Organization by the American Business Awards in 2007.; We were also recognized
as Finalists in 2008, both in the U.S. and Internationally.
4.; MVCI received the Gallup Great Workplace Award.
http://www.marriott.com/news/detail.mi?marrArticle=179621

Provide a brief (up to 100 words) biography about the leader(s) of the nominated team:

Bio for Ronald Essig, Vice-President, Global Owner Products and Services, MVCI

Ron’s Marriott career began in 1985.; Prior to joining MVCI, Ron served as GM
of Marriott's Worldwide Reservations, overseeing 500+ associates and six
million annual calls.; Ron joined MVCI in 1998 to oversee the growth of the
Owner Services organization from nearly 100 associates to 600 associates
around the world.

Ron currently oversees Customer Service operations, serving nearly 400,000
owners with offices around the world.; He constantly challenges his teams to
provide unforgettable vacation experiences for owners, and to be the preferred
employer in all markets where we operate by focusing on our associates and the
communities where we live.