Job Summary
The Quality Assurance Executive's (QAE) primary responsibility is to oversee the completion of sales operations, execute the proper documentation of contracts and ensuring integrity is maintained with the sales presentation, and the after processes. On an operational basis, the manager carries out the button up of contracts or authorizing the Quality Assurance Executive or Sales Executive/ Assistant Sales Manager to do the same. On the back end, the executive assists the sales operations by providing solutions for escalated cases, make requests for pre-usages of membership when required, and assist in any probable cancellation of a new member when it is beyond the SE/ASM.
The second responsibility is to assist with the sales operations of providing exceptional member care and service to members, and bringing to task any prolong shortcomings in any individual. On occasions, the QAE may need to assist sales operations in the education of members which may include completing reservations for the New Member, meeting 1 on 1, delivering Member Seminars, and being a point of contact for the New Member until they are comfortable.
Core Work Activities
1. Overseeing sales operations for contracts, while maintaining MVCI ‘Culture of Excellence’ in all facets of the Service Delivery process and adhering the highest level of integrity at all times.
2. Ensure the accurate completion of all purchase and finance (if applicable) documentation and that the New Member is provided with all required documentation along with a New Membership kit,
3. Initiate contact with the New Member after rescission and be their primary point of contact within MVC AP through that sale closing date to ensure sale closure is on schedule, and that any incomplete or additional documents, further deposits etc. and/or information is obtained in a timely manner in order to finalize the purchase
4. Manage unclosed ageing contracts and with NOA to assign associate point persons to liaise with members in aiding to close contracts.
5. Prior to sale closure, provide further assistance, additional information and reassurance in order to the New Member should they experience post sale remorse, in order to keep the sale secured,
6. In cooperation with Customer Relations and Finance Department, process any rescissions, once you are satisfied the sale will not proceed, in a timely fashion,
7. Conduct on a regular basis ‘ongoing training and updates sessions’ for all Gallery Sales Associates ensuring they are kept up to date with new procedures etc.,
8. Maintain close communications with the Local and Corporate Customer Administration Department in relation to New Members in terms of sales ready to close, rescission statuses, switches etc.,
9. Maintain a log in respect to all pertinent New Member activities including welcome emails/calls, paper submissions, contract events, and contact history,
10. Advise the Senior Sales Manager daily of any processed rescissions, sales closure statuses etc.,
11. Assist the Gallery Sales Management in ensuring all Gallery Associates adhere to all Company and any Governmental compliance requirements, general MVC AP policies and procedures and specifically all sales departmental related policies and best practises and that all Sales Gallery Associates act, at all times to ensure the ‘Guest Experience’ and the integrity of the ‘Marriott’ brand name are not compromised, ensuring all Gallery Associates represent the company in an ethical, moral and professional manner at all times,
12. Respond to and manage in a timely manner any Guest concerns or complaints in conjunction with any relevant departments i.e. Marketing, Customer Delivery etc.,
13. Promote good working relationships between your Sales Gallery and all other departments within MVC AP ensuring clear lines of communication are maintained. In particular, assisting to ensure that all Gallery Associates are fully supportive of the company’s marketing programs,
14. Managing and authorizing the proper use of the Member Expense Claim for escalated member cases.
Competencies
MANAGEMENT COMPETENCIES - Fundamental competencies required for accomplishing basic work activities.
Leadership
Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.
Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.
Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
Managing Execution
Building and Contributing to Teams - Actively participates as a member of a team to move the team toward the completion of goals.
Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.
Building Relationships
Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
Generating Talent and Organizational Capability
Organizational Capability - Evaluates and adapts the structure of own assignments and suggests improvements to work processes to best fit the needs and/or support the goals of an organizational unit.
Talent Management - Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
Learning and Applying Professional Expertise
Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
Business Acumen - Understands and utilizes business information to manage everyday operations.
Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct.
Personnel and Human Resources — Knowledge of principles and procedures for personnel recruitment, selection, training and development, compensation and benefits, labor relations and negotiation, and personnel information systems.
Compensation and Benefits - The knowledge of principles, regulatory laws, and application of human resources compensation and benefit methods, including workers compensation and work accident procedures.
EEO - Knowledge of federal, state, and local laws and regulations that affect employment. This includes the ability to administer and monitor Affirmative Action programs and analyzing diversity reports.
Associate Relations - Knowledge of the broad range of relationships that could impact an employee, employer, or applicant. This includes knowledge of federal and state laws, company policies and practices, and ethical obligations to investigate, evaluate, and recommend an appropriate resolution to an employee or labor relations complaint.
Recruitment and Hiring - Ability to recruit, interview, and hire qualified candidates. This includes knowledge of best practices for each stage of the selection system.
Training - The ability to perform training needs assessment analysis, develop training programs, and effectively delivering training modules to employees.
Payroll - Knowledge of principles and application of human resources hourly and management payroll methods and practices.
Education and Training - Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
Writing - Communicates effectively in writing as appropriate for the needs of the audience.
Requirements
Tertiary education is desirable though not an essential requirement
Related Work Experience - Previous experience in an administrative capacity preferably in hospitality industry.
Supervisory Experience - Supervisory experience is not required.
Others - Must be available to work on Wednesdays to Fridays (late afternoons and evenings) as well as both Weekend days
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.