JOB SUMMARY
This is a part-time position whereby you will contribute to the success of the organization by effectively advising clients about their different holiday options and providing information about the Marriott Vacation Club. Develop relationships with prospective owners by following up on referrals and leads. Cater the experience to the individual needs and preferences of each potential owner, and follow through with the contract process to ensure that all required paperwork and legally required documents are completed accurately and in an efficient manner whilst at all times prioritizing the best interests of the client. Maintain the client relationship after joining the club to ensure continued owner satisfaction with the organization.
CANDIDATE PROFILE
Preferred Education and Experience
- High school completion or equivalent
- Related work experience
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.
Willing To:
- Work in contact with the general public using strong communication and client 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.
- Comply with the FASEA Code of Ethics and the Corporations Act to ensure any recommendations are made in the best interests of the client.
JOB SPECIFIC TASKS
Building and Maintaining Client Base
- Answer owner questions regarding use of properties and location amenities; ensure any advice and recommendations are made in the clients best interests at all times.
- Follow up on owners.
- Fulfil requests from owners or clients regarding pricing, property maps, property descriptions, room locations, and portfolio/network information.
- Contact owners to monitor satisfaction, make aware of upcoming promotions, and strengthen owner relationship.
- Develop and maintain records on client contacts and use that information to support effective follow-up opportunities.
- Monitor contract processing to minimize unsatisfied clients, provide comprehensive owner assurance and ensure timeliness of contract process.
Presenting Advice and Recommendations
- Follow and adhere to the Consultative Process when presenting to owners and clients.
- Establish trust with the prospective owner and Owners throughout the entire 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 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.
- Practice and continue to develop and improve presentation, and recording equipment will be used for compliance.
- 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).
- Follow up face-to-face client interaction with email, phone, or mail correspondence and facilitates use of Vacation Ownership Advisor.
- 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 client and ensure completed properly.
- Work with Management to maximise client retention, provide comprehensive owner assurance and ensure timeliness of contracts.
- 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 when a client chooses to join the Club or Owner upgrades.
- Reach out to Legacy Owners and Every Other Year (EOY) Owners to enroll, and offer support and information about the Club.
Quality Assurance
Contribute to the success of the organization by reducing post contract cancellations by reviewing and ensuring a positive post contract owner experience. When needed, effectively uses techniques to encourage new purchasers to not cancel the contract within the rescission period. Reviews all contract documents prior to final closing to ensure all information is complete and accurate. Ensures that all funding issues are addressed prior to closing. Completes follow-up calls with new owners after closing to ensure continued satisfaction with the organization.
Document Review and Preparation
- SOA Proofing and reviews SOA’s after each tour to ensure there are no gaps in Best Interest test being applied.
- If needed, obtain information from customer to properly complete sales forms.
Contract Closing Administration
- Address customer questions and concerns.
- Thoroughly review loan applications and financial documents with the customer and ensures proper completion.
- If applicable, collect funds required for contract.
- Finalize contracts and completes the contract closing process.
Post-Closing Activities
- Monitor contract processing to ensure completion of the contract.
- Contact new owners via phone to answer questions, address concerns, and ensure new owner is comfortable with purchase.
- 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.
- Fulfill requests from owners regarding pricing, property maps, property descriptions, room locations, and portfolio/network information.
Encore
This position is responsible for coordinating post tour, and the presentation for purchase of the Encore program to all TNS (Tour No Sale) guests/ members. The role also includes related paperwork and information tracking.
- Meet each TNS personally to deliver the premium gift.
- Introduce Encore program to all TNS guests/members for purchase.
- Sell Encore packages to TNS guests/members who choose to purchase.
- Complete all necessary documentation for the program including Encore purchases and other tracking as required.
- Maintain minimum production standards for Encore Program.
- Other duties and assigned tasks as required.
Providing Service to Others
- Respond to and monitor the resolution of client and Owner inquiries in a timely manner with accurate information.
- Leverage resources for providing service to clients 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 clients 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 client/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, Clients, 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 Holiday Advisors as requested.
- Understand and abide by state and federal regulations around Timeshare activity (i.e. FASEA Code of Ethics, Corporations Act, Do Not Call Lists, State registrations, Exemptions, etc).
- Maintain computer systems knowledge (Goldmine, Timeshareware, Outlook, Word and Excel).
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
