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.

Contribute to the success of the organization and sales distribution site by effectively using sales techniques and processes to convert prospective owners into purchasers as well as reload Owners. Develop relationships with prospective owners by soliciting and following up on referrals and leads. Cater the sales experience to the individual needs and preferences of each potential owner, and follow through with the sales contract process to ensure that all required paperwork and legally required documents are completed accurately and in a timely manner efficiently. Maintain the customer relationship after the sale is complete to ensure continued owner satisfaction with the organization and to develop future business opportunities (i.e., reloads, referrals, additional sales).

Generate maximum sales efficiencies while maintaining a professional and personal image, upholding the organization’s standards of integrity, quality and service to customers.  Responsible for representing the organization as a Total Quality Sales Professional and maximizing sales efficiencies.  Utilize various methods to generate leads, including owner-related referrals, self-generated, and point of sale.  Must treat all guests with the utmost respect and courtesy. Previous experience in Vacation Ownership preferred.  Excellent leadership, communication, and interpersonal skills are required.

Follow all company policies and procedures; ensure clothing and personal appearance are 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. Perform other reasonable job duties as requested by Supervisors

CANDIDATE PROFILE

Preferred Education and Experience 

• High school diploma/GCSE/ O’level equivalent
• Ability to generate business form personal contacts and referral sources over an extended period of time.
• Sales Experiences
• No supervisory experience is required

JOB SPECIFIC TASKS  

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.
• Fulfill 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.

Giving Sales Presentations

• Promote awareness of brand image internally and externally.
• Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott Vacations Worldwide.
• Follow and adhere to the Consultative Sales Process when presenting to owners and guests.
• Establish trust with the prospective owner and Owners throughout the entire sales process 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 sales presentation.
• Provide prospective owners and Owners a Sales Gallery, Property and Model tour specific to their sales 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 sales contract process by ensuring all required/legal paperwork and documents are signed and notarized.
• Practice and continue to develop and improve sales 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 interactions with emails, phone, or mail correspondence.
• Answer owner and customer questions regarding product information, servicing issues, construction work, financing, maintenance , repair, appraisals.
• Use, demonstrate, and/or coordinate virtual tour (eTour) software for guests.

Customer Relations

• Contact, greet and welcome all arriving/returning owners, prospective owners and leads promptly and professionally with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
• Address guests' service needs in a professional, positive, and timely 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.

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Assist in creating a pleasant team work environment and  maintain a productive and positive team spirit.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.
• Demonstrate total understanding of the Maikhao Beach Club culture as well as those standards of conduct and operation that exist with Marriott Vacation Club International (MVCI). Uphold MVCI’s highest standards of integrity and guest service.

Other:

• 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 (Goldmine, Timeshareware, Outlook, Word and Excel).
• 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

COMPETENCIES, BASIC SKILLS, PERSONAL CHARACTERISTICS

Personal Attributes

• Integrity
• Dependability
• Positive Demeanor
• Presentation
• Stress Tolerance
• Adaptability
• Flexibility; able to work a flexible schedule including AM shifts, PM shifts, weekends and public/bank holidays.
• High level of professionalism
• Excellent organizational skills
• Good hospitality skills; superior guest service and salesmanship
• Self-motivated with minimal supervision; ability to use “down-time” to fullest advantage

Interpersonal Skills

• Interpersonal Skills
• Customer Service Orientation
• Diversity Relations
• Team Work
• Influence
• Ability to demonstrate strong relationship sales capability
• Ability to follow up and maintain a relationship with clients over a long period of time
• Telemarketing and personal contact skills

Communications

• English Language Proficiency
• (additional language required for certain positions)
• Excellent communication skills, both verbal and written
• Listening
• Exceptional telephone skills
• Applied Reading
• Public speaking skills preferred but not mandatory

Analytical Skills

• Learning
• Proven ability to utilize a personal annual business plan that includes written, documented goal setting and attainment. 

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