JOB SUMMARY
Lead and manage the onsite marketing team to increase tour flow into the Japan sales distribution sites. Hire, coach and train the marketing executives to use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott Vacation Club. Evaluates performance of each Marketing Executive and provides relevant advice and training to improve performance. Build and maintain relationships with other departments, vendors, and hotel partners. Serve as a role model.
Follow all company and property policies and procedures; ensure uniform and personal appearance is 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 Management.
JOB SPECIFIC TASKS
Developing and executive marketing strategy
- Develop and implement strategic plans to include budget considerations, site goals, and forecasts for appropriate activities
- Ensure pricing for packages and tour premiums for tours are consistent and relevant
- Develop tour generation program initiatives including events and other programs
- Collect and analyze competitive intelligence (eg Marketing programs/campaigns) to assist in the enhancement and development of current and future marketing strategies
Managing Tour Flow and Guest Experience
- Manage the cost and distribution of premiums/gifts for guests
Developing Programs for Generating Traffic Flow/Business
- Coordinate with Marketing operations and other site marketing programs on new initiatives to increase production in channels.
- Develop strategies and incentive programs to meet or exceed budgeted numbers.
- Identify trends when production is not meeting budget expectations and implement solutions.
- Contribute to development and review of relevant creative collaterals(e.g., digital collaterals, signage, etc…).
- Conduct performance and cost analysis of past programs/events (including budget considerations and contractual provisions) and makes recommendations to improve and enhance future programs/events.
Maintaining, Analyzing, and Communicating Key Reports
- Use specific reports to evaluate individual and team production performance and guest satisfaction. Such reports include but are not limited to Confirmations-Experiences per guest, volume-per-guest [VPG], close rate, employee satisfaction, Regional Customer Experience Report, Site Daily Flash.
- Conduct competitive market analysis (e.g., cost per tour, development plans, and marketing cost by channel and effort).
- Monitor production from package sales and day tours on a weekly basis to ensure proper forecasting and tour allotments.
- Analyze and maintain response results, pipeline goals, activation processes, tour costs, etc.
- Monitor reports across channels to determine focus for generating tours.
Managing Relationships External to Marketing
- Interact with team members from the finance, accounting, and legal disciplines to resolve issues appropriate to those functions.
- Build and maintain relationships between Sales management and the Marketing Department to ensure there is a clear understanding of eligibility requirements or details of participation for generating tours.
- Share marketing information and strategy with sales force.
- Coordinate closely with Sales management on process for addressing guest eligibility issues, tracking and discussing related trends.
- Build partnerships with third party partners, resort operations, hotel linkage, opc vendors etc…where applicable
Managing and Developing the Marketing Workforce
- Prepare for and conduct team meetings.
- Develop training materials and provide the necessary training to both internal and outsourced telemarketing teams.
- Measure the performance of the Japan Call Centre associates against goals and hold them accountable.
- Provide one-on-one coaching and mentoring to team associates.
- Reward and recognize associate performance (e.g.,” Way to Go” letters, personal bests, top three per channel, top VPG, attendance, special contribution, top three total packages).
- Motivate associates to increase production and performance (e.g., through contests, Special Performance Incentive Funds [SPIFs], motivational e-letters).
- Observe and identify associate areas of strength and development opportunities (e.g., through ride-alongs, shadowing, monitoring).
- Provide on-call support to associates when not on site.
- Seek and review sales and marketing best practices/publications and uses this information to train/coach associates to increase production.
- Conduct formal performance reviews and use this information to create individual development plans, career paths, and promotion development plans for associates.
- Manage associate performance, developing performance plans for associates performing below expectations (progressive discipline).
- Identify and respond to the needs/questions/ brought forth by team associates.
- Mediate conflict in and between teams (e.g., within Marketing teams, between Sales & Marketing teams).
- Monitor standard practices and develops amendments to standard practices as needed.
- Provide guidelines for empowering associates to make decisions regarding guest experience and service issues.
- Deliver and coordinate various training programs.
- Develop and review policies and procedures pertaining to work flow, lead distribution, reward, recognition, and discipline.
- Create an awareness and understanding of policies and procedures for conducting business (e.g., Flight Plans, Local Standard Operating Procedures).
- Participate in selection processes (e.g., interviewing).
- Develop compensation plans for marketing teams that maximize production.
Contributing to the Management of the Enterprise
- Understand and abide by all regulations around marketing activity (e.g., marketing matrix, Do Not Call registry [DNC] for Japan).
- Update plans and actions to prepare for management meetings.
- Order, stock, track, and replenish all marketing collateral and supplies.
- Maintain any invoicing and expenses to include purchase orders and vendor invoices.
- Oversee all scheduling and ensure proper coverage of Linkage and OPC locations
- Perform other duties as assigned by Management.
CORE WORK ACTIVITIES
Guest Relations
- Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
- Thank guests with genuine appreciation.
- Address guests' service needs in a professional, positive, and timely manner.
Sales
- Promote awareness of brand image internally and externally.
- Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott Vacation Club International (MVCI).
Concierge Services
- Assist guests for any questions they may have regarding the property
- Understand and be knowledgeable about MVC, Marriott properties, Marriott Bonvoy program, Tokyo Disney Resort, and the Sheraton Grande Tokyo Bay hotel
Communication
- Speak to guests and co-workers using clear, appropriate and professional language.
- Talk with and listen to other employees to effectively exchange information.
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 site’s 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.
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.
Others
- 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 (MOOD, 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.
CANDIDATE PROFILE
Education and Experience
- Two-year degree or 4 years of equivalent work experience.
Required Qualifications
- Proficiency in reading and writing English (additional language required for certain positions).
Successful Candidates Will Be Willing to:
- Work in close contact with the general public in sales and marketing situations that require strong communication and customer service skills.
- Adapt to different cultural contexts based on location.
- Work weekends and holidays as required by business needs.
#LI-EW1
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
