Job Summary
Supervises the daily operational aspects of the Sales Gallery Floor and Sales Center. Determines when issue escalation is required and ensures timely resolution. Monitors product inventory availability and ensures Sales Executives have an accurate understanding of products, pricing, and financing options. Maintains and promotes a culture of excellence throughout all facets of the Sales Gallery operation. Participates in the recruiting, interviewing, and selection of Sales Executive candidates.
Candidate Profile
Education & Experience
- High school diploma or GED required.
- Minimum of 2 years of experience in a similar leadership role within Timeshare Sales.
Required Qualifications
- Proficiency in English; additional language skills may be required for certain locations.
- Active Real Estate License in good standing, where required by state law.
Schedule Requirements
- Ability to begin work early in the morning (approximately 7:15 a.m.).
- Flexibility to work occasional evenings.
- Availability to work weekends and holidays as business needs dictate.
- Ability to be reachable outside normal business hours when necessary.
Key Responsibilities
Customer Service & Issue Resolution
- Respond to customer questions, complaints, and concerns.
- Manage escalated customer issues and provide timely resolutions.
- Conduct customer follow-up calls regarding cancellations.
- Coordinate with Quality Assurance and Contracts teams to communicate important information and resolve issues.
- Develop proactive strategies to reduce recurring customer concerns and complaints.
Sales Leadership & Coaching
- Provide real-time coaching and support to Sales Executives during the sales process.
- Maintain an active presence on the sales floor and serve as a resource during sales presentations.
- Foster team collaboration, engagement, and confidence to drive sales results.
- Conduct performance reviews and monitor progress toward individual and team goals.
- Lead onboarding and training efforts for newly hired Sales Executives.
- Conduct one-on-one coaching sessions focused on sales techniques, closing strategies, objection handling, and professional development.
- Deliver ongoing sales training and reinforcement of best practices.
- Address employee relations matters, including performance concerns and workplace conflicts.
- Equip Sales Executives with effective strategies for overcoming sales objections.
- Facilitate group training sessions to enhance sales effectiveness and professional growth.
- Provide regular feedback and development opportunities for new hires.
- Monitor sales presentations to ensure compliance with company standards and presentation guidelines.
- Conduct ride-alongs and observation sessions to identify coaching opportunities.
- Identify performance gaps and develop improvement plans for underperforming Sales Executives.
- Support recruiting and hiring initiatives.
- Interpret customer feedback and survey results to coach and improve Sales Executive performance.
- Monitor and coach effective customer communication, including phone and email interactions.
Compliance & Business Standards
- Ensure compliance with all company policies and procedures.
- Understand and adhere to all state and federal regulations governing sales activities.
- Maintain ethical sales standards and promote regulatory compliance across the sales team.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
