JOB SUMMARY
As Sales Manager at Marriott Vacations Worldwide (MVW), you will be responsible for supervising the daily operational aspects of the Sales Gallery Floor/Sales Center. Determine when issue escalation is required. Monitor the availability of product inventory and make sure Sales Executives have an accurate understanding of what can be sold from the portfolio as well as how it should be sold (e.g., to include financing). Develop, maintain and enhance a Culture of Excellence in all facets of the Sales Gallery/Center operation. Interview new candidates for Sales Executive positions.
Physical Ability — Perform physical tasks such as moving, lifting, carrying, pushing, pulling, and placing objects weighing up to 10 pounds without assistance. Reach overhead and below the knees, perform bending, twisting, pulling, and stooping, and be able to stand, sit, or walk for an extended period or for an entire work shift.
Work Schedules — Maintain availability to work a fluctuating schedule, based on business needs, which may include days, nights, weekends, and holidays.
Education, Certification, or Licenses Preferred/Required – High school diploma or GED; minimum 2 years’ experience in a similar position. Incumbent is required to maintain an active and in-good standing professional Real Estate License where mandated by law.
Required Qualifications – Proficiency in reading, writing, and communicating verbally in English (additional language may be required in certain locations).
Competencies:
Leadership
- Professional Demeanor - Exhibiting behavioral styles that convey confidence; 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 and choosing a course of action.
- Communication - Conveying information and ideas to others in a convincing and engaging manner through a variety of methods. Strong public presentation skills.
- Adaptability - Maintaining performance level under pressure or when experiencing changes or challenges in the workplace.
Managing Execution
- 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.
- Driving for Results - Setting high standards of performance for self and/or others; assuming responsibility for work objectives; initiating, focusing, and monitoring the efforts of self and/or others toward the accomplishment of goals; acting proactively and going beyond what is required.
- Building and Contributing to Teams - Leading and participating as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.
Building Relationships
- Coworker 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.
- Fostering Inclusion - Supporting associates with diverse styles, abilities, motivations, and/or cultural perspectives; leveraging personal differences to achieve objectives; and promoting a work environment where all associates are given the opportunity to contribute to their full potential.
Learning and Applying Personal Expertise.
- Applied Learning - Seeking and making the most of learning opportunities to improve performance of self and/or others.
- Technical Acumen - Understanding and utilizing professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.
- General Sales Location Operations - Knowledge of the operating principles and practices of sales locations including tour flow management, sales presentation, sales closings, and general operating procedures.
- Business Acumen - Understanding and utilizing business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges
- Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
- Basic Computer Skills - Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
- Mathematical Reasoning - The ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
- Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
- Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
- Writing - Communicating effectively in writing as appropriate for the needs of the audience.
- Work in contact with the public using strong communication and customer service skills.
Job Specific Tasks
Building Customer Base
- Support development of self-generated business by working existing customer base and local community.
- Evaluate and analyze the book of business for site/sales team to generate more sales, referrals, track escrows, etc.
- Create and monitor the process of assigning Sales Executives to prospective owners/members.
Managing the Sales Experience
- Close sales as appropriate; be the second face for the customer.
- Manage the sales floor to ensure guest tour flow is efficient and conducive to sales presentation discussions and purchase deliberations
- Provide information and answer questions for guests regarding specific topics related to vacation ownership, seasonal travel and financing options.
- Review and approve documentation for a sale.
- Close deals with the signing of paperwork and notarizing contracts.
- Handle any overflow from tour waves.
- Support the presentation and ratification of contracts to new owners.
- Greet guests and make initial introductions to front desk and/or Sales Executives.
- Make sure all necessary materials are provided for Sales Executives so they can effectively perform their daily activities (e.g., brochures, vacation planners, and computers).
General Business Management
- Supervise the daily operational aspects of the Sales Gallery Floor/Sales Center.
- Make sure Sales Executives have an accurate understanding of what can be sold from the portfolio as well as how it should be sold (e.g., to include financing).
- Conduct and/or contribute to material for Daily Huddles/Line Ups.
- Conduct and/or participate in regular sales management meetings to review both the week and period performance and make action plans to ensure peak performance.
- Mediate, counsel, and resolve in a timely manner any issues with/or between subordinates and/or with colleagues.
- Encourage and support the establishment of a positive work environment that recognizes both individual and team accomplishments and provides a safe haven for open and honest communication.
- Manage the Guest Experience and the integrity of the brand name by making sure that all associates represent the company in an ethical, moral and professional manner always.
- Determine when issue escalation is required.
- Develop, maintain and enhance a Culture of Excellence in all facets of the Sales Gallery/Center operation.
Providing Service to Others
- Respond to customer questions, complaints, and/or concerns.
- Develop plans to proactively deal with and mitigate common customer problems/complaints.
- Communicate with customers when escalated issues arise.
- Coordinate with Quality Assurance and New Owner Admin/Contracts to relay important information or issues down to the sales line.
- Respond to cancellations with call back to customer.
Managing - Coaching the Sales Workforce
- Manage the onboarding of new Sales Executives and ensure proficiency in the sales process before a Sales Executive is put into the rotation.
- Provide real-time coaching and consultation regarding approach to closing sales (e.g., provision of a specific business case, offering an Encore opportunity).
- Conduct one-on-one coaching meetings and deliver feedback to Sales Executives.
- Conduct performance reviews with Sales Executives to review sales goals, progress against goals, and actions required to achieve personal and organizational goals.
- Plan, rollout, and monitor incentive programs (e.g., SPIFs) to motivate/drive Sales Executive performance.
- Facilitate regular training and feedback sessions with new hires.
- Address issues related to employee concerns (e.g., work-place conflict, performance issues).
- Maintain a presence on the sales floor during selling sessions to serve as a resource for Sales Executives on an as needed basis.
- Supervise and monitor sales presentations to ensure effective conformity with standards in terms of content and collateral.
- Accompany Sales Executive(s) on a ride-along as a means of identifying areas to provide feedback on performance.
- Diagnose issues with under-performing Sales Executives and initiate corrective action, where appropriate.
- Deliver training to sales workforce.
- Manage associate performances, developing performance plans for associates below expectation (progressive discipline).
- Present, or be present at, in-house seminars.
- Support the hiring process by participating in recruiting activities and interviewing new candidates for Sales Executive positions.
- Monitor and provide coaching to Sales Executive on customer communication skills (e.g., phone behavior and emailing).
Other
- Understand and abide by state and federal regulations around all sales and/or marketing activity (i.e. Do Not Call Lists, State registrations, Exemptions, etc.).
- Develop scripts for use by Sales Executives during typical sales presentations. Constantly work with Sales Executives on their presentations.
- Perform other duties as assigned.
Safety & Security
- Report work-related accidents, or other work-related injuries/illnesses immediately upon occurrence to manager/supervisor. Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
- Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
- Follow property-specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
- Complete appropriate safety training and certifications to perform work tasks.
- Frequently Asked to Perform the Following
- Lift/Carry/Push/Pull Items that Weigh up to 10lbs without assistance.
- Work a schedule that may fluctuate based on business demands.
- Use of computer, telephone, and other office equipment
- Ability to work both indoors and outdoors.
- Stand
- Walk
- Sit
- Climb Stairs
- Bend
- Stooping
- Crouch
- Reach
- Grasp
- Occasionally Asked to Perform the Following
- Lift/Carry/Push/Pull Items that Weigh up to 25lbs with assistance
- Exposure to high levels of noise
This job description includes the essential functions, job requirements, and minimum standard of work expected from an associate in this position. Associates are expected to perform all other reasonable duties as assigned to meet guest and Owner needs or business objectives, including any reasonable duties not expressly stated in this job description. In addition, the associate is expected to follow the employer’s standards, policies, and procedures issued in other media, e.g., Associate Handbook, Company Intranet, Marriott Vacations Worldwide training videos, and Company memos. Employment is at will, and this job description is not intended to create an offer, contract, or guarantee of employment. Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
