Sales Gallery Manager at Marriott's MountainSide with Marriott Vacations Worldwide - Career Site

Date Posted: 2/12/2018

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

Position: Sales Gallery Manager

Relocation Available: Yes

Oversee the general operations of the sales gallery and sales front desk ensuring the highest levels of hospitality and service. Ensure gallery meets standards at all times. 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. Address customer complaints and issues and work proactively to reduce the number of customer issues. Handle the tracking of service related issues. Address conflicts and issues among team members and provide coaching and leadership to all team members. Research various owner/customer issues and work to resolve those issues. Escalate owner/customer issues as needed in order to establish resolution. Engage with owners/customers to ensure fulfillment of ownership and make certain they are satisfied with all aspects of their experience. 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

Manages 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 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.

Addressing Sales Gallery Customer Service Issues

  • Respond to and handle guest problems and complaints, settle disputes, and resolve grievances and conflicts to ensure the integrity of the site is maintained, guest satisfaction is achieved, and associate well being is preserved.
  • Communicate with customers/guests when escalated issues arise.
  • Develop plans to proactively deal with and mitigate common guest problems/complaints.
  • Work with the site's Sales and Marketing departments to address and expedite concerns regarding sales gallery operations.
  • Ensure on-going daily communications with associates to create awareness of business objectives, communicate expectations, recognize performance, and produces desired results.
  • Participate in the development and implementation of corrective action plans to improve sales gallery guest satisfaction.
  • 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.
  • Research owner/customer issues and work with various internal groups to resolve each issue.
  • Communicate with owners/customers both verbally and in writing in an effort to diffuse escalated issues.
  • Escalate issues to senior management when appropriate.
  • Track owner/customer issues and identify trends.
  • Provide feedback to Sales and/or New Owner Administration based on customer issue trends.
  • Work with the site's various Sales and Marketing departments to address root causes of owner/customer problems and complaints.
  • May maintain internal billing records/files and processes to charge costs to appropriate departments in effort to resolve and satisfy owner/customer issues.
  • Review site sales and marketing owner/customer satisfaction survey results to gain a better understanding of where opportunities exist to improve owner/customer engagement.

Other

  • Continually develop, refine and share processes and procedure improvements to increase owner/customer satisfaction and decrease issues.
  • Perform other duties as assigned.


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


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