Job Description

JOB SUMMARY

Responsible for all aspects of owner and customer relations to ensure fulfillment of ownership and quality of experience. Address owner and customer complaints/issues and work proactively to reduce the number of issues. Coordinate strategy and salvage of all site pending defaults to maximize closing/lower cancellation rates through ongoing communication with new owners. May oversee the general operations of the sales gallery and sales front desk ensuring the highest levels of hospitality, service and standards. Manage the Sales Front Desk and Tour Desk teams (as applicable) and oversee the daily operations of those teams including scheduling, performance management, and issue resolution. May manage the sales line rotation and tour flow processes and work closely with Sales and Marketing Management to maximize tour efficiency. Provide owner product and usage options education and support.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; minimum 2 years experience in a similar position

Required Qualifications

• Proficiency in English (additional language required for certain positions)

Successful Candidates Will Be Willing To:

• Begin work early in the morning (e.g., 7:15am)
• Work at night (occasionally)
• Must be willing to work weekends and holidays as required by business needs
• Be reachable during off-hours

JOB SPECIFIC TASKS

Addressing Owner and Customer Issues

• Interact with owners and customers to ensure complete satisfaction with their experience.
• Respond to owner and customer questions, complaints, and/or concerns.
• Responds to cancellations with call back to customer.
• Research owner and customer issues and work with various internal groups to resolve each issue.
• Develops plans to proactively deal with and mitigate common owner and customer problems/complaints.
• Coordinate strategy and salvage site pending defaults to maximize closing/lower cancellation rates through ongoing communication with new owners and supporting their purchase decision.
• May contact owners within a specified period of time after point-of-sale to ensure understanding of product presentation and to solicit referrals.
• Influence owners/customers considering rescission to proceed with the contract.
• Communicate with owners and customers when escalated issues arise.
• Escalate issues to senior management when appropriate.
• Track owner and customer issues and identify trends.
• Provide feedback to Sales and/or New Owner Administration based on owner/customer issue trends.
• Work with Sales and Marketing departments to address root causes of owner and customer problems/complaints and keep accurate records/reports on progress of all pending defaults.
• Ensure on-tour and purchase incentive benefits are processed and fulfilled on a timely basis and follow up on issues when they arise.
• Respond to questions, complaints, and/or concerns from owners/customers about reservations, closings, exchanges and all other aspects of their ownership including cases where a Vacation Ownership Advisor (VOA) is not available or when urgency dictates immediate action.

Manages Sales Gallery Operations

• Oversee and manage the daily operations of the Sales Gallery Floor, Sales Front Desk and Tour Desk (if applicable).
• Ensure that the sales gallery and Sales Front Desk meet standards at all times.
• Maintain food and beverage service presentation and appearance provided to guests visiting sales gallery.
• Ensure associates understand customer service expectations and parameters.
• Ensure adequate staffing of all gallery support positions.
• Understand sales front desk associate positions well enough to perform duties in associates' absence (when necessary).
• Maintains high visibility in public areas during peak times.
• Responsible for all aspects of on-boarding, training and maintaining up to date training manuals.
• Celebrate successes and publicly recognize the contributions of team members.
• Oversee all transportation and child activity functions (if applicable).
• Conduct and/or contribute to material for Daily Huddles/Line Ups.
• Comprehend department budget, operating statements and payroll reports as needed to assist in the financial management of the department.
• Maintain, administer and adhere to all required standard, local and division wide policies and procedures.
• Conduct Performance Reviews with all direct-report associates.
• Conduct one on one coaching meetings with individual associates as needed to improve performance.
• Address issues related to employee concerns (e.g., work-place conflict, performance issues).
• Support the hiring process by participating in recruiting activities.
• Review department associate satisfaction survey results to gain a better understanding of where opportunities exist to improve associate engagement

Other

• Understand and abide by state and federal regulation around all sales and/or marketing activity (i.e. Do Not Call Lists, State registrations, Exemptions, etc).
• Perform other duties as assigned.

COMPETENCIES, BASIC SKILLS, and PERSONAL CHARACTERISTICS

Leadership

• Adaptability - Maintaining performance level under pressure or when experiencing changes or challenges in the workplace.
• Communication - Conveying information and ideas to others in a convincing and engaging manner through a variety of methods.
• Professional Demeanor - Exhibiting behavioral styles that convey confidence and command respect from others; making a good first impression and representing the organization in alignment with its values.
• Problem Solving and Decision Making - Identifying and understanding issues, problems, and opportunities; obtaining and comparing information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.

Building and Contributing to Teams

• Driving for Results - Planning and supporting the development of individuals' skills and abilities so that they can fulfill current or future job/role responsibilities more effectively.
• Planning and Organizing - Gathering information and resources required to set a plan of action for self and/or others; prioritizing and arranging work requirements to accomplish goals and ensure work is completed.

Building Relationships

• Coworker Relationships - Interacting with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
• Customer Relationships - Developing and sustaining relationships based on an understanding of customer needs and actions.
• Fostering Inclusion - Supporting associates with diverse styles, abilities, motivations, and/or cultural perspectives; leveraging personal differences to achieve objectives; and promoting a work environment where all associates are given the opportunity to contribute to their full potential.

Generating Organizational Talent and Capability

• Organizational Capability - Understanding and leveraging associate talent and capabilities to meet work needs; supporting the attraction, selection, and/or retention of associates in order to achieve department and business objectives. Diagnoses capability needs; recruits and evaluates potential employees; emphasizes retention; champions talent management.
• Talent Management - Providing guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Personal Expertise

• Applied Learning - Seeking out and making the most of learning opportunities to improve performance of self and/or others. Actively seeks and participates in learning activities; gains knowledge, understanding, and skill; applies knowledge or skill; welcomes performance feedback.
• Business Acumen - Understanding and utilizing business information (e.g., Associate, Guest/Customer Satisfaction, Financial Performance) to manage everyday operations and generate innovative solutions to approach business and administrative challenges.
• Basic Competencies
• Job Specific Computer Skills - Using computer hardware and software specific to job (e.g., MARSHA, PMS, SFA, NGS, Delphi, Point of Sale, HR technology).
• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
• Writing - Communicating effectively in writing as appropriate for the needs of the audience.
• Functional Job Family Competencies
• Sales Coaching - Providing timely coaching, guidance, and feedback to help others excel on the job and meet key accountabilities.
• Sales and Marketing - Knowledge of sales and marketing concepts including principles and methods for showing, promoting and selling products or services as well as marketing strategies and tactics.
• Sales and Marketing and Operations - Ability to understand the business needs and basic concepts of Sales and Marketing and Resort Operations in order to build a positive and collaborative working relationship.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.