Assistant Sales Manager at Melbourne with Marriott Vacations Worldwide - Career Site

Date Posted: 2/24/2018

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.

Job Summary

Candidate Profile

Preferred Education and Experience

  • High school completion; minimum 2 years experience in a similar position

Required Qualifications

  • Proficiency in reading and writing English (additional language required for certain positions)
  • Incumbent is required to maintain an active and in-good standing professional RG146 or any other license required by law
  • High level of administration and computer skills

Willing To:

  • Work in contact with the general public using strong communication and customer service skills
  • Demonstrate openness to adapt to different cultural contexts based on location
  • Must be willing to be flexible across shifts as required by business needs
  • Be reachable during off-hours

Building Customer Base

  • As directed by Project Director or Designate, work with marketing and management team to develop strategies for increasing qualified traffic for sales presentations.
  • Support development of self-generated business by working existing customer base and local community.
  • Help the Project Director or Designate evaluate and analyze the book of business for site/sales team to generate more sales, referrals, track escrows, etc.
  • Assist Project Director or Designate in creating and monitoring the process to assign Sales Executives to prospective owners/members.

Managing the Sales Experience

  • Close sales as appropriate; be the second face for the customer.
  • Aid the Project Director or Designate in managing the sales floor to ensure guest tour flow is efficient and conducive to sales presentation discussions and purchase deliberations
  • Provide information to, and answer questions from, guests regarding specific topics related to vacation ownership, seasonal travel and financing options.
  • Review and approve documentation for a sale.
  • Close deals with the signing of paperwork and notarizing contracts.
  • Handle any overflow from tour waves.
  • Support the presentation and ratification of contracts to new owners.
  • Greet guests and make initial introductions to front desk and/or Sales Executives.
  • As directed by Project Director or Designate, make sure all necessary materials are provided for sales executives so they can effectively perform their daily activities (e.g., brochures, vacation planners, and computers).

General Business Management

  • Encourage and support the establishment of a positive work environment that recognizes both individual and team accomplishments, and provides a safe haven for open and honest communication.
  • Assist Project Director or Designate in managing the Guest Experience and the integrity of the brand name by making sure that all associates represent the company in an ethical, moral and professional manner at all times.
  • Conduct and/or participate in regular sales management meetings to review both the week and period performance and make action plans to ensure peak performance.
  • Mediate, counsel, and resolve in a timely manner any issues with or between subordinates and with colleagues.
  • As directed by Project Director or Designate, schedule Sales Team to ensure adequate coverage of sales tours based on anticipated guest flow.
  • Conduct and/or contribute to material for Daily Huddles/Line Ups.
  • As directed by Project Director or Designate, monitor weekly and period-to-date reports (e.g., volume-per-guest [VPG], Net Sales, Customer Satisfaction, Sales Executives hot lead reports, channel reports, and Profit and Loss reports [P&Ls]), and provide effective motivational messages to sales team based on performance.
  • Assist Project Director or Designate in managing the Daily Sales Executive Tour Rotation to ensure that it is accurate.
  • Assist Project Director or Designate in supervising the daily operational aspects of the Sales Gallery Floor/Sales Center.
  • Determine when issue escalation is required.
  • Assist Project Director or Designate in Developing, maintaining and enhancing the 'Culture of Excellence' in all facets of the Sales Gallery/Center operation.
  • Interview new candidates for Sales Executive positions.

Providing Services to Others

  • Respond to customer questions, complaints, and/or concerns.
  • Communicate with customers when escalated issues arise.
  • Respond to cancellations with call back to customer.
  • Coordinate with Quality Assurance and Contracts to relay important information or issues down to the sales line.
  • Assist Project Director or Designate to develop plans to proactively deal with and mitigate common customer problems/complaints.

Managing and Coaching the Sales Force

  • At direction of Project Director or Designate, provide real-time coaching and consultation regarding approach to closing sales (e.g., provision of a specific business case, offering an Encore opportunity).
  • Maintain a presence on the sales floor during selling sessions to serve as a resource for Sales Executive on an as needed basis.
  • Build team camaraderie and Sales Executive confidence to achieve sales goals.
  • At direction of Project Director or Designate, conduct Performance Reviews with Sales Executives to review sales goals, progress against goals, and actions required to achieve personal and organizational goals.
  • Assist Project Director or Designate in managing the on-boarding of new Sales Executives and ensuring proficiency in the sales process before a Sales Executive is put on the rotation.
  • At direction of Project Director or Designate, conduct one on one coaching meetings with individual Sales Executives to develop proficiency in sales approach, execution of process (i.e., discovery, intent, close), ability to close, cope with and respond to rejection, etc.
  • Deliver training to sales workforce.
  • Assist Project Director or Designate in addressing issues related to employee concerns (e.g., work-place conflict, performance issues).
  • Prepare Sales Executives with multiple strategies for overcoming a broad range of sales objections.
  • At direction of Project Director or Designate, develop, conduct and supervise regular group training for Sales Executives to refresh on specific aspects of the sales presentation process as well as to develop Sales Executives in other personal/professional areas.
  • Help Project Director or Designate facilitate regular training and feedback sessions with new hires.
  • Supervise and monitor sales presentations to ensure effective conformity with standards in terms of content and collateral.
  • Accompany Sales Executives on ride-alongs as a means of identifying areas to provide feedback on performance.
  • Diagnose issues with under-performing Sales Executives.
  • Support the hiring process by participating in recruiting activities.
  • Interpret and coach Sales Executives based on results of feedback received through formal (e.g., surveys) and informal (e.g., customer conversations) channels.
  • Monitor and provide coaching on Sales Executive customer communication skills (e.g., phone behavior and emailing).

Communication

  • Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
  • Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
  • Provide assistance to coworkers, ensuring they understand their tasks.
  • Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
  • Speak to guests and co-workers using clear, appropriate and professional language.
  • Talk with and listen to other employees to effectively exchange information.

Safety and Security

  • Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
  • Maintain awareness of undesirable persons on property premises.
  • Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
  • Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
  • Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.
  • Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
  • Complete appropriate safety training and certifications to perform work tasks.

Policies and Procedures

  • Follow company and department policies and procedures.
  • Ensure all employees and site meet compliance requirements.
  • Protect the privacy and security of guests and coworkers.
  • Maintain confidentiality of proprietary materials and information.
  • Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
  • Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.

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).
  • Review all paperwork to ensure accurate and completed in full.
  • Securely send all contract paperwork to NOA office.
  • Review and ensure all contract paperwork has been signed by Members.
  • Check and review all finance paperwork is completed and accurate.
  • High level of eye for detail.
  • Ability to multi-task in a busy environment.
  • Maintain high levels of security around Personally Identifiable Information.
  • Strong computer skills.
  • Follow up outstanding paperwork, POI and missing information with purchasers.
  • Liaison / point of contact between multiple site locations.
  • Keep stock take of collateral to ensure the site is fully stocked.
  • Ensure all signed paperwork is checked before sending files to NOA office.
  • Perform other duties as assigned.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.