JOB SUMMARY
Contribute to the success of the organization by reducing post-sale contract cancellations by reviewing and ensuring a positive post sale owner experience. When needed, effectively uses sales techniques to encourage new purchasers to not cancel the sales contract within the rescission period. Reviews all sales documents prior to final closing to ensure all information is complete and accurate. Consolidating Sales which includes, but is not limited to, the completion of all relevant Sales documentation. 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.
CANDIDATE PROFILE
Education and Experience Required:
- High school Education or GED
- English speaker (additional languages required)
- Possesses strong interpersonal skills
- Possesses strong organizational and administrative skills
- Possesses communication and relationship skills
- Possesses Product Knowledge
Preferred:
- One-year related experience
Successful Candidates Will Be Willing To:
- Working as to their contractual agreements and working Holiday days if business requirements or requested.
JOB SPECIFIC TASKS
Post-Closing Activities
- 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.
- Monitor and tracking of all communication between SE and Customer during 16 days cooling off period
- When needed, effectively use sales techniques to discourage new owners from rescinding the sales contract.
- Leverage resources for providing service to guests and owners (e.g., N.O.R.A) in an effective manner.
Assisting Sales Executive
- Assisting with daily POS follow up, debtors
- Assistance with e-mail correspondence
Owner Issues
- Maintain log of owner issues, submit weekly and follow through to conclusion
Administration
- Preparation of weekly reports relevant to Regional Director of Quality Assurance meetings
- Monthly Ambassador tracking report
- Attend sales meetings and publish bullet points minutes.
Other
- Demonstrate total understanding of the culture and processes of the organization.
- Improve sales closing and sales presentation approach through self-critique, practice, and lessons from the feedback provided by others (e.g., Sales Manager Coaches, Guests, and Owners).
- Participate in formal training sessions offered by management team when coached
- Assist in the development and mentoring of other Quality Assurance Executives as requested.
Lead measure.
New Member Ambassador Role:
- Point of Sale (POS) Greeting: Ambassadors are encouraged to greet new Direct Sales members at the time of membership purchase. The process will be measured and incentivized.
- Be available during presentation times
- If prompted by sales associates, introduce themselves to the new member at point of sale.
- Presentation -
- Ambassador Welcome Script POS –
- Agree on MS Welcome call timing and communication method:
- Example, Teams meeting, Friday morning, June 15th
- Results- if Yes
- Established a known friend for future communication.
- Scheduled a welcome call appointment.
- Process – if No
- SE to follow script to introduce Ambassador (digitally) for future call with estimated date and suggested times.
- Welcome Call: In collaboration with Member Services, Ambassadors will welcome new members at the conclusion of their purchase, coordinating the initial steps for utilizing their membership. This effort will be measured and incentivized.
- If POS Greeting Yes –
- Contact member, by pre-arranged communication method, to re-confirm the welcome call appointment.
- Contact MS representative and schedule Welcome Call
- Appointments recorded on MS SharePoint file
- Add digital 5-year holiday planner to file
- If POS Greeting No –
- Contact member:
- Introduce Self - Follow Pre-Welcome Ambassador Script
- Pre-plan 1st booking, FDB use or Site Visit (review holiday planner for details)
- Schedule date and time for Welcome Call.
- Results of Welcome Call
- Members have access to all services.
- Members use rights have been reviewed.
- Members have received MS 1st time using scripting.
- First Booking (“Activating”): Working alongside Member Services, Ambassadors will facilitate the scheduling of the first booking call between the new member and Member Services, ensuring a seamless process. They will utilize the 5-year vacation plan, prepared by Sales Executives at the point of sale, to pre-plan the member's first booking. This effort will be measured and incentivized.
- Efforts will be made to encourage the 1st booking to take place during the Welcome call.
- In the event 1st booking does not happen during welcome call, the Ambassador is responsible to ensure that all new members make a first booking. The timing will be measured to ensure that Ambassador is encouraging the new member to visit an MVW resort site as soon as able, ideally helping the member to follow their holiday plan.
- Ambassador will continue to contact member as until such time as the first booking is confirmed.
- Second Step Booking : The First Booking above may not include a Phuket resort visit. If the first booking does not include a visit to the resort gallery—a common scenario for many DS China members who are new to the resort experience in destinations like Phuket or Bali—the Ambassador will coordinate their initial onsite experience, using either the First Day Benefit (FDB), a package, or membership options. This includes direct introductions to Member Services or Marketing as necessary to facilitate the booking. This effort will be measured and incentivized.
- Points or FDB – Using points or FDB, Ambassador will coordinate with MS to arrange an appointment with member to create booking.
- Onsite Actions: Ambassadors will facilitate introductions between new members and onsite Sales Executives for product reviews and to advance to the next step of the process, leveraging opportunities for price freezes and full-ownership recognitions for upgrade potentials.
- Re-engagement Fee, for lost sales: To encourage members to reactivate their engagement with their membership, Ambassadors will be incentivized when they assist members in updating their membership status, including the payment of overdue maintenance fees and/or installment payments. This component will be in cooperation with Financial Services, periodically identifying past-due memberships for re-engagement efforts. This effort will be measured and incentivized.
- Original Sales Executive Involvement: Ambassadors will monitor financial reports to maintain communication with the original Sales Executive until the member has completed three payments for installment sales or until the closure for cash sales.
COMPETENCIES, BASIC SKILLS, PERSONAL CHARACTERISTICS
Leadership
- Adaptability - Maintaining performance level under pressure or when experiencing changes or challenges in the workplace.
- Communication - Conveying information and ideas to others in a convincing and engaging manner through a variety of methods.
- Professional demeanor - Exhibiting behavioral styles that convey confidence and command respect from others, making a good first impression and representing the organization in alignment with its values.
- Problem Solving and Decision Making - Identifying and understanding issues, problems, and opportunities; obtaining and comparing information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.
Managing Execution
- Driving for Results - Planning and supporting the development of individuals' skills and abilities so that they can fulfil current or future job/role responsibilities more effectively.
- Planning and Organizing - Gathering information and resources required to set a plan of action for self and/or others; prioritizing and arranging work requirements to accomplish goals and ensure work is completed.
Building Relationships
- Co-worker Relationships - Interacting with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
- Customer Relationships -Developing and sustaining relationships based on an understanding of customer needs and actions.
Learning and Applying Personal Expertise
- Applied Learning - Seeking out and making the most of learning opportunities to improve performance of self and/or others. Actively seeks and participates in learning activities; gains knowledge, understanding, and skill; applies knowledge or skill; welcomes performance feedback.
- Applied Business Knowledge - Evaluating market dynamics, enterprise level objectives, and important aspects of the business to accurately diagnose strengths and weaknesses, anticipate opportunities and risks, identify issues, and develop strategies and plans. Aligning individual and team actions with strategies and plans to drive business result.
Basic Competencies
- Job Specific Computer Skills - Using computer hardware and software specific to job requirements.
- Mathematical Reasoning - The ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
- Reading Comprehension - Understanding written sentences and paragraphs in work
- Writing - Communicating effectively in writing as appropriate for the needs of the audience.
Sales Management / SE Support tasks:
- Admin related SE recruitment procedure and processes,
- All SE related Rota inputs, Holiday requests, LOA or sick leave updates on daily basis,
- Coordinating the Holiday request for SE with Sales Manager and Director of Sales,
- Management Rota, Holiday request, LOA or sick leave updates and inputs on daily basis,
- Follow up on SPIFFs for SEs,
- Site TM, Preview and other arrivals assignments to SE in coordination with Management,
- Ensuring reports are being posted on a weekly basis and ensure that Commercial Plan is posted at end of Period,
- One to One formularies to organise and print: prepare the full set for Management,
- Organise the GSS Scores reports to be sent to Management at end of Period,
- Printing of Enrolments for SE, when needed assist with paperwork,
- Liaising with Owner Services, Maintenance fees and other Sales related departments in Cork to ensure Owner reservation and or requests,
- Assisting existing Owners with their queries and guide them to the relevant departments,
- Assist Sales Managers when required with administration related business.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
