JOB SPECIFIC TASKS
To generate maximum sales efficiencies, while maintaining or exceeding targeted net sales volume. Must promote and support all aspects of customer service and enhancement. They assist with the supervision of a sales line through coaching, modeling, and reinforcing effective sales and customer service practices, behaviors, and results. Must maintain a professional and personal image that upholds the Company standards of integrity, quality and service to customers.
MAJOR DUTIES AND RESPONSABILITIES
1. Contribute feedback to Sr. Director of Sales relating to sales enhancement considerations, package sales, customer service, Sales Management/Sales Executives.
2. Provide daily motivation to the sales team to include shift huddles, praise and recognition for goal achievements. Maintain a positive, productive environment on the sales floor and between the Explorer team members, Sales teams and Management teams. Create an environment that will encourage and allow all team members to reach their highest performance levels.
3. Ensure that all team members adhere to daily responsibilities and guidelines, and report any challenges to the Sr. Director of Sales for follow-up.
4. Make sound judgments for the team as needed based on organization policies and integrity.
5. Report daily activities and performance achievements to Sr. Director of Sales for administrative purposes, i.e., tardiness, absences, rotation matters, etc.
6. Provide leadership example; conduct hands-on, in-field training for all new hires or current team members on performance notices, as directed by Sr. Director of Sales.
7. Direct any on-site customer service issue or request to management team of Sales or Starwood Customer Service.
8. Provide liaison between management team and team members to include timely dissemination of program information and updates
9. Directly assist in the sales process as necessary or requested by Sales agents.
10. Provide direction and assistance in the development of Sales agent's training and development programs.
11. Provide closing assistance to Sales agents in the form of take-over, verifications and paperwork to generate maximum sales efficiencies.
12. Present product to guest with the utmost integrity, effectiveness, professionalism and consistency of established sales policies and procedures.
13. Demonstrate model behavior with all disciplines and throughout hotel.
14. Work owner base with Sales agents to maximize lead harvest, reloads, and referral sales.
15. To successfully reach and maintain sales goals as outlined in our sales performance S.O.P. including, but not limited to:
o Efficiency
o Net Closing
o Sales Volume
o Owner Service
o Team Support
16. Assure accurate completion and processing of documents pertaining to sales.
17. Work closely with Quality Assurance Manager/Sales agents to minimize cancellations, provide comprehensive owner assurance and ensure timeliness of closings.
18. Manage the cancellation/salvage process to include: Immediate notification to Sales agent and manager in charge of cancellations.
19. Timely resolution of rescinding sale to include personal contact or phone conversations with client when necessary.
20. Proper notification from Sales agents to Contracts of outcome.
21. Updates the Sales Board in the workspace station area daily.
QUALIFICATIONS/COMPETENCIES
Requires bilingual fluency (English-Spanish), availability to work flexible schedules and Vacation Ownership Sales Experience. Sales/Marketing or tourism career background preferred. Proficiency in computers – software knowledge and skills in Microsoft Office applications (Word, Excel, PowerPoint) are a requirement. Exceptional customer service orientation and positive disposition, excellent verbal/written skills and work standards, multitasking, follow-up, building business partnerships, attention to details, thriving on ambiguity, openness to differences. Excellent organization skills.
Sales Ability/Persuasiveness – Using appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea from customers.
Work Standards – Setting high standards of performance for self; assuming responsibility and accountability for successfully completing assignments. Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality; Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives.
Building Customer Loyalty – Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty; Meets commitments.
Teamwork/Collaboration – Actively participating as a member of a team to move the team toward the completion of goals; Shares expertise with others; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Supports everyone's efforts to succeed; Listens to others without interrupting; Keeps emotions under control; and remains open to others' ideas.
Lead by Example - Foster a common vision; lead others by setting the proper example; demonstrate consistency between actions and words.
Motivate & Inspire Others – Encourage and empower the success of others; create enthusiasm, investment, and a desire to excel; gain support and commitment from others; promote a healthy life balance.
Building Relationships – Build positive and productive working relationships with customers, subordinates, peers, superiors, business partners, and the community; encourage this behavior in others.
Develop & Retain Talent – Coach and develop others; communicate views about performance honestly and directly, while consistently recognizing and rewarding good performance.
Judgment/Decision Making – Identifying and understanding issues; problems, and opportunities; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences.
Adaptability – Maintaining effectiveness when experiencing major changes in work tasks or the work environment; adjusting effectively to work within new work structures, processes, requirements, or cultures; Changes approach or method to best fit the situation.
Ethics and Integrity – Maintaining and promoting social, ethical, and organizational norms in conducting internal and external business activities; Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
Continuous Learning – Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application. Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills.
Stress Tolerance – Maintaining stable performance under pressure; handling stress in a manner that is acceptable to others and to the organization.
Optimism – Consistently taking ownership of and a positive and confident approach to goals and tasks at hand; Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence.
Oral Communication/Written Communication- Listens and gets clarification; Responds well to questions; Participates in meetings; Able to read and interpret written information.
Diversity - Shows respect and sensitivity for cultural differences; promotes a harassment-free environment.
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.
Attendance/Punctuality - Is consistently at work and on time; Arrives at meetings and appointments on time.
Licensing and Certification - Individual must have an active Real Estate License or Timeshare License, as applicable, in the state employed.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture