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Marriott Vacation Club International

How to EnterCompany: Marriott Vacation Club International, Orlando, FL
Company Description: The leader in the timeshare industry for almost 25 years.
Nomination Category: Customer Service Awards Department Categories
Nomination Sub Category: Customer Service Department of the Year - Leisure & Tourism

Nomination Title: Marriott Vacation Club Owner Services

Tell the story about what this nominated department achieved since the beginning of July 2010 (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:

Making Vacation Dreams Come True with passionate, purpose-driven associates.
No business can exist, much less succeed, without talented, caring people. We
recognize that our associates are our source of greatness, and the very best
at what they do. The many heartfelt stories from our Owners (Customers) of
deeded timeshare real estate of service excellence affirm our company’s
philosophy; take great care of your associates and they will take care of the
customer who will come back again. We are also very proud of our passionate
spirit to serve one another and the communities in which we live and work.

3Q2011 Results for Marriott Vacation Club Owner Services Call Center and
Electronic Services:

-Owner Services’ Spirit to Serve is demonstrated by 300 associates
volunteering with 12 charities including: Children’s Miracle Network
Hospitals, Eliza’s Wish and the Salt Lake Mission. Our department’s donation
helped Eliza’s Wish (Eliza’s Library) by collecting 3,000 books and we
collected 1,800 pairs of shoes, shoelaces and socks for the Mission.
-The company’s philosophy carries over to the environment. Owner
Services is committed to reducing its environmental footprint and educating
its associates through offering best practices on reducing energy consumption
and waste for both the workplace and home. See the “Going Green” site at
http://slcmarriottgogreen.com/.
-Owner Services’ customer service efforts contributed over $4.6 million
in new points sales and $2.2 million in travel insurance.
-In 2011 our team will provide customer service to 400,000 Timeshare
Owners.
-The Salt Lake City-based Call Center received more than 1 million
phone calls.
-With an average Owner satisfaction score of 94%, 9 out of 10 Owners
were highly satisfied with their service experience.
-A 79% Associate Engagement score places Owner Services in the Global
Best Employer category by AonHewitt.
-Customers also have access to the Owner Website at www.my-
vacationclub.com and IVR at 800-845-4226 with these results:
o82,000 electronic payments for annual maintenance fees and monthly
loan payments.
o66,000 reservations for timeshare usage.
oAverage 155 Chats per day via the Owners’ Website totaling 43,300.
Chat service is available 20 hours per day, five days a week.
oOwner Services will host 400 educational webinars for 11,000 Owners in
North America in 2011.

-Owner Services is successfully servicing the world’s leading timeshare
points program – Marriott Vacation Club Destinations.
oSince the launch of the new program, Owner Services has booked
reservations representing more than 343 million Vacation Club Points and
168,000 transactions.
oExisting timeshare Owners who enrolled their week(s) in the new
Destinations program also purchased more than 35 million new points
illustrating their ongoing brand loyalty.
oNew Explorer Collection usage options and volume totaled more than 34
million points used to book Epic Explorer (guided tours around the world);
Active Explorer (river rafting, mountain biking, etc.); City Explorer (select
cities/hotels); and Ocean Explorer (cruises).
oOur new Marriott Vacation Club Destinations program Owners are also
highly satisfied at 96% with the service and experience provided by our team.

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]:

Supplement to Marriott Vacation Club International
Customer Service & Call Center Team Nominations

MVCI Owner Services Awards:

American Business Awards
* 2011 People's Choice Stevie® Award for Favorite Customer Service, as
determined by more than 177,000 public votes

* 2011 Finalist for Best Customer Service Organization in America
* 2010 Contact Center of the Year – Marriott Vacation Club’s Global
Owner Services

* 2008 Finalist for Best Customer Service Organization International and
Americas

* 2007 Best Customer Service Organization in America

Utah Business Magazine
* 2009 and 2008 Best Companies to Work For – Marriott Vacation Club
International Owner Services

Utah Department of Workforce Services’ Work/Life Awards
* 2010, 2009 and 2008 Best Places to Work Award

Marriott Award of Excellence

* 2011 and 2010 Certificate of Recognition for the Alice S. Marriott
Award for Community Service

Marriott Vacation Club International Human Resources

•2011 Human Resources Excellence Award received by Owner Services
Director of Human Resources

For additional information, please visit
http://www.marriottvacationclub.com/newsroom . Follow us on Twitter at
http://twitter.com/#!/MarriottVacClub and Facebook at
http://www.facebook.com/#!/MarriottVacationClub .

 

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

Ron Essig, Vice-President, Global Owner Products and Services, Marriott
Vacation Club International

Ron’s career at Marriott began in 1985 where he served as General Manager of
Marriott’s Worldwide Reservations. In 1998, Essig joined Marriott Vacation
Club to lead the global growth of Owner Services from 100 associates to 600
associates today. Essig continues to have global responsibility for customer
service with office locations worldwide. A “hands on” leader, Essig motivates
his teams to provide outstanding customer service so our Timeshare Owners have
unforgettable vacation experiences. Marriott Vacation Club is recognized as
the preferred employer in every market we operate in.