Executive Trainer in Bangkok Owner Services Office at Marriott Vacations Worldwide

Date Posted: 6/12/2019

Job Snapshot

Job Description

JOB SUMMARY

The position is responsible for Member/Owner Services training and development function. Collaborate with department team leaders, Manager and Director to identify, customize and drive learning and development solutions that meets business needs. This position contributes knowledge and skill in a discipline (product knowledge, use of all systems required to perform daily duties)

CANDIDATE PROFILE

ESSENTIAL JOB QUALIFICATIONS:

  • Minimum 2 years of relevant work experience
  • Experience in a call center preferred.
  • Minimum 1 years of supervisory or Training experience is preferred

JOB SPECIFIC TASKS

  • Anticipating staffing requirements by comparing business needs with strengths and weaknesses of existing associates.
  • Ability to work a flexible work schedule which might require early morning or late-night calls.
  • Work under pressure and tight deadlines.

  • Establishing and maintaining interpersonal relationships -- developing constructive and cooperative working relationships with others, and maintaining them over time.
  • Improving service -- improving service by communicating and assisting individuals to understand owner needs, providing guidance, feedback, and individual coaching when needed.
  • Organizing, planning and prioritizing work -- developing specific goals and plans to prioritize, organize and accomplish work.
  • Attending meetings and communicating with Manager and Director, peers as an effort to improve quality of service.
  • Evaluate instructor performance and the effectiveness of training programs, providing recommendations for improvement.
  • To focus on quality customer service, building relationships, accuracy, productivity and associate motivation by providing effective training and counselling to associates.
  • To work with Management to establish realistic and challenging service standard and goals, and to identify and address through progressive discipline, undesirable behaviour identified while monitoring associates.
  • To be willing to train and to instruct other members of the department and the operations by passing along skills and information to assist them in their development and advancement.
  • Develop and maintain quality and consistency standards for the department
  • Work with Senior Manager, Application Support Manager and Talent Relation team in SLC to ensure smooth transition for any/all systems changes and enhancements that impact Owner Services.
  • Supervises and creates individual development plans for employee reporting to her/him to ensure she/he meets performance standards.
  • Assess instructional effectiveness and summarize evaluation reports determining the impact of training on employee skills and how it affects KPIs.
  • Train instructors and supervisors in techniques and skills for training and dealing with employees.
  • Creates individual development plans for each employee reporting to him/her.
  • Works with the Director and Manager of Owner Services to create new courses and evaluate existing ones.
  • Recommends necessary revisions to existing training courses and possible areas requiring training courses.
  • Plan, develop, and provide training and staff development programs, using knowledge of the effectiveness of methods such as classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops.
  • Perform all tasks in a timely manner ensuring all deadlines are met.
  • Comply with MVCI and Marriott International policies and procedures.
  • Ensure all training and development activities (department specific and general training) are strategically linked to the organization's mission and vision.
  • Be proactive and have a flexible approach to work, meeting the needs of the team and the business at all times.
  • Maintain an attitude and commitment to provide excellent service to all customers and associates. Respond sensitively to the needs and feelings of others, regardless of status or position; accept interpersonal differences and maintain a constructive rapport with all associates and customers.
  • Maintain a strong knowledge of all Marriott product lines & systems, including TimeshareWare, CRIS, EASY, MARSHA ( for SVOA and Team Leads)/Empower, OSCAR, MORGAGESERVE, Concord and other programs or applications.
  • To be able to demonstrate a strong knowledge of the Marriott Bonvoy Program and MVCI operation. A thorough understanding of current / past promotions is essential.
  • Identifies performance gaps and works with peers/director to develop and implement appropriate training to improve performance.
  • Establish guidelines so associates understand expectation and parameters
  • Ensure associates receive on-going training to understand owner expectations and work with the Director of BD and Service Support, and Ops Manager to train all Advisors in Bangkok in all MVC products.
  • Helps associates identify specific behaviours that will contribute to service excellence
  • Maintain a high level of confidentiality and professionalism with all information concerning associates, peers, marketing information, and management decisions.
  • Observes service behaviours of associates and provides feedback to individual and or peers or Director.
  • Makes any necessary adjustments to training methodology and/or re-train as appropriate
  • Ensure that all Training Materials are updated and ready before any training session commence.
  • Ad-hock projects assigned by the Director of BD and Service Support.
  • Review owner satisfaction survey result as a component of departmental meetings with a focus on continuous improvement

COMPETENCIES - Fundamental competencies required for accomplishing basic work activities

CRITICAL COMPETENCIES

Analytical Skills

  • Learning & procedure driven
  • Ability to comprehend, analyze and present data
  • Innovative thinking

Interpersonal Skills

  • Interpersonal Skills
  • Ability to work in team environment and interact with all levels of the organization.
  • Team Work
  • Customer Service Orientation
  • Ability to deal and handle one to one difficult and complaint situations with customers.
  • Coaching & Mentoring

Communications

  • Listening
  • Telephone Etiquette Skills
  • Applied Reading
  • English Language Proficiency
  • Presentation skills

Personal Attributes

  • Professional demeanor and appearance.
  • Dependability
  • Adaptability/Flexibility
  • Ability to work independently
  • Self-motivated
  • Ability to work quickly and under pressure

Organization

  • Multi-Tasking
  • Time Management
  • Detail Orientation
  • Planning and Organizing
  • Focus oriented to get results.

Computer Skills

  • Computer and word processing skills,
  • Microsoft PowerPoint. Excel & Word