JOB SPECIFIC TASKS
Quality Control Process
Presenting Advice and Recommendations
▪ Follow and adhere to the Consultative Process when presenting to owners and clients.
▪ Discover the needs of prospective owners and Owners through a series of strategically layered questions/discussion and utilize the information to customize the presentation.
▪ Provide prospective owners and Owners a Gallery, Property and Model tour specific to their distribution site.
▪ Explain the features of the product and advocate the appropriate amount of points taking into account the clients personal circumstances to ensure any recommendations are made in the best interests of the clients and Owners.
▪ Complete and close the contract process by ensuring all required/legal paperwork and documents are signed and notarized.
▪ Ensure clear understanding of finance options and present as an approach to ownership if appropriate to their personal circumstances.
▪ Prepare for daily appointments (e.g., review tour sheet, owner history, presentation details, etc).
▪ Answer Owner and client questions regarding product information, servicing issues, construction work, financing, maintenance, repairs, and appraisals.
▪ Use, demonstrate, and/or coordinate virtual tour (eTour) software for clients.
Conducting and Managing Business Transactions
▪ Assure complete and accurate processing of documents.
▪ Review details of contracts with prospective owners and Owners once they decide on purchase.
▪ Thoroughly review loan applications and financial documents with the customer and ensure completed properly.
▪ Work with Management to minimize cancellations, provide comprehensive owner assurance and ensure timeliness of closings.
▪ Analyze problems and formulate a strategy and plan to overcome challenges of getting work done quickly with a high degree of quality.
▪ Complete purchase summary worksheet at end of each sale.
▪ Reach out to Legacy Owners and Every Other Year (EOY) Owners to enroll, upgrade and maximize all reload opportunities.
Giving Presentations
▪ Follow and adhere to the consultative Quality Control Advisor process when presenting to owners and guests.
▪ Establish trust with the prospective owner and Owners throughout the entire processes to build on-going rapport.
▪ Discover the needs of prospective owners and Owners through a series of strategically layered questions/discussion and utilize the information to customize the presentation.
▪ Provide prospective owners and Owners a gallery, property and model tour specific to their distribution site.
▪ Explain the features, advantages and benefits of the product and advocate the appropriate amount of points to accommodate the prospective owners and Owners current and future vacation needs.
▪ Complete and close the Quality Control Advisor contract process by ensuring all required/legal paperwork and documents are signed and notarized.
▪ Practice and continue to develop and improve script and presentation.
▪ Ensure clear understanding of finance options and present as an approach to ownership.
▪ Prepare for daily appointments (e.g., review tour sheet, owner history, presentation details, etc).
▪ Follow up face-to-face guest interaction with email, phone, or mail correspondence and facilitates use of Vacation Ownership Advisor.
▪ Answer Owner and customer questions regarding product information, servicing issues, construction work, financing, maintenance,
▪ repairs, and appraisals.
▪ Use, demonstrate, and/or coordinate virtual tour (eTour) software for guests.
Building and Maintaining Customer Base
▪ Answer owner questions regarding use of properties and location amenities; make recommendations given the background information obtained on the owner through discovery.
▪ Follow up on referrals/leads from owners.
▪ Fulfil requests from owners or prospects regarding pricing, property maps, property descriptions, room locations, and portfolio/network information.
▪ Contact owners to monitor satisfaction, make aware of upcoming promotions, and develop business opportunities (e.g., reloads, referrals).
▪ Develop and maintain records on customer contacts and use that information to support effective follow-up opportunities.
▪ Monitor contract processing to minimize rescission decisions, provide comprehensive owner assurance and ensure timeliness of closings.
Providing Service to Others
▪ Respond to and monitor the resolution of customer and Owner inquiries in a timely manner with accurate information.
▪ Leverage resources for providing service to guests and Owners (e.g., Vacation Ownership Advisors) in an effective manner.
Policies and Procedures
▪ Maintain confidentiality of proprietary materials and information.
▪ Protect the privacy and security of guests and coworkers.
▪ Follow company and department policies and procedures.
▪ Ensure personal appearance is clean, hygienic, professional and in compliance with company policies and procedures.
Other
▪ Manage time effectively to punctually attend daily team meetings, training sessions, and guest/owner appointments.
▪ Demonstrate total understanding of the culture and processes of the organization.
▪ Improve presentation approach through self-critique, practice, and lessons from the feedback provided by others (e.g. Managers, Coaches, Guests, Owners).
▪ Participate in formal training sessions offered by management team.
▪ Attend daily huddles and regularly scheduled team/manager meetings.
▪ Assist in the development and mentoring of other Executives as requested.
▪ Maintain an awareness of current events (e.g., news, sports, pop-culture) and information on site locations to enable and promote customer relationship building.
▪ Understand and abide by state and federal regulation around all Quand/or marketing activity (i.e. Do Not Call Lists, State registrations, Exemptions, etc).
▪ Perform all tasks in a timely manner ensuring all deadlines are met.
▪ Perform other reasonable duty or function that may be assigned by management.
▪ 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 feeling of others, regardless of status of position; accept interpersonal differences and maintain a constructive rapport with all associates and customers.
▪ Maintain computer systems knowledge.
▪ Maintain current computer systems knowledge as used by the company.
▪ Work with all colleagues as a team, supporting the needs within that team and those of the business at all times.
▪ Follow all company policies and procedures; ensure uniform and personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets.
▪ Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation.
▪ Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
▪ Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees.
▪ Comply with quality assurance expectations and standards.
▪ Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance; stand, sit, or walk for an extended period of time.
▪ Perform other reasonable job duties as requested by the Supervisor.
CANDIDATE PROFILE
▪ Candidates must be:
o Able to work at night (if required)
o Willing to work weekends and holidays as required by business needs.
PREFERRED QUALIFICATION
Education
▪ High school diploma / GCSE level equivalent
▪ Proficiency in English (additional language required for certain positions)
Related Work Experience
▪ Three-year related experience
COMPETENCIES, BASIC SKILLS, and PERSONAL CHARACTERISTICS
Personal Attributes
▪ Integrity
▪ Dependability
▪ Positive Demeanor
▪ Presentation
▪ Stress Tolerance
▪ Adaptability
▪ Good hospitality skills; superior guest service
▪ Professional Demeanor
▪ Problem Solving and Decision Making
Interpersonal Skills
▪ Interpersonal Skills
▪ Customer Service Orientation
▪ Diversity Relations
▪ Team Work
▪ Influence
▪ Ability to follow up and maintain a relationship with clients over a long period of time
▪ Telemarketing and personal contact skills
Communications
▪ Proficiency in English – both verbal and written.
▪ Ability to communicate in other languages (Japanese, Thai, Cantonese, Mandarin, Bahasa, Japanese.) will be required from time to time, so will be an asset
▪ Listening
▪ Exceptional telephone skills
▪ Applied Reading
Analytical Skills
▪ Learning Applying Personal Expertise
Quality Control Advisor Abilities
▪ devising Quality Control Advisor approaches and solutions
▪ Quality Control Advisor call facilitation
▪ Quality Control Advisor ability: influence
▪ Quality Control Advisor disposition
▪ supporting Quality Control Advisor implementations
▪ Quality Control Advisor opportunity analysis
Building Relationships
▪ Coworker Relationships
▪ Customer Relationships
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture
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