CANDIDATE PROFILE

Preferred Education and Experience

• University Degree with 5 plus years similar work experience.
• Related work experience, 5 years similar work
• Multi-cultural businesses, 5 years similar experience

Required Qualifications

• Proficiency in reading and writing English (additional language required for certain positions)

Willing To:

• Work in contact with the public using strong communication and customer service skills
• Demonstrate openness to adapt to different cultural contexts based on location
• Must be willing to be flexible across shifts as required by business needs

JOB SPECIFIC TASKS

Managing and Coaching the Quality Assurance Team

• Provide real-time coaching and consultation regarding sales closing process.
• Assist sales manager in conducting performance reviews of team members.
• Assist sales manager in the on-boarding of new Quality Assurance Executives.
• Provide training as needed to new and existing Quality Assurance Executives.
• Assist Sales Manager in addressing team member concerns (e.g., work-place conflict, performance issues).
• Supervise and monitor sales closing procedures to ensure effective conformity with standards in terms of process and approach.

Document Review and Preparation

• Assure complete and accurate processing of documents pertaining to sales.
• Review any paperwork discrepancies or deficiencies with the Sales Executive and/or Sales Manager.
• If needed, obtain information from customer to properly complete sales forms.

Sales Closing Administration

• Address customer questions and concerns.
• Review details of contracts with customers.
• Thoroughly review loan applications and financial documents with the customer and ensures proper completion.
• If applicable, collect funds required for sale.
• When needed, effectively use sales techniques to encourage customers to complete the sale transaction.
• Finalize sales contracts and completes the sales closing process.

Post-Closing Activities

• Monitor contract processing to ensure completion of the sales contract.
• 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.
• 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., Vacation Ownership Advisors) in an effective manner.
• Fulfill requests from owners regarding pricing, property maps, property descriptions, room locations, and portfolio/network
• information.

Other

• Manage time effectively to punctually attend daily team meetings, training sessions, and guest/owner appointments.
• 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, Owners).
• Participate in formal training sessions offered by management team.
• Understand and abide by state and federal regulation around all sales and/or marketing activity (i.e. Do Not Call Lists, State
• registrations, Exemptions, etc).
• Perform other duties as assigned.

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 fulfill 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

• 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.

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 results.
• Basic Competencies

• Job Specific Computer Skills - Using computer hardware and software specific to job (e.g., MARSHA, PMS, SFA, NGS, Delphi, Point of Sale, HR technology).
• 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 related documents.
• Writing - Communicating effectively in writing as appropriate for the needs of the audience.

• Functional Job Family Competencies

• Devising Sales Approaches and Solutions - Trying different and novel ways to deal with sales challenges and opportunities; taking courses of action or developing sales solutions that appropriately consider available facts, constraints, competitive circumstances, and probable consequences.
• Sales Call Facilitation - Ensuring that a call serves its sales objectives; maximizing the productiveness of interactions by monitoring and building on customers’ cues.
• Sales Ability: Persuasiveness - Using appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea from prospects and clients.
• Sales Disposition - Demonstrating the traits, inclinations, and outlooks that characterize successful salespersons; exhibiting behavior styles that facilitate adaptation to the demands of the sales role.
• Supporting Sales Implementations - Supporting customers during the implementation of sales contracts; seeking and taking appropriate actions on customer feedback; taking responsibility for customer satisfaction and loyalty.
• Sales Opportunity Analysis - Understanding and utilizing economic, financial, industry, and organizational data; accurately diagnosing customers’ business strengths, weaknesses, and key issues that can inform sales strategies and plans.

Specific Asia Pacific Objectives of this position:

• Centralize Quality Assurance Efforts: Currently, QAEs at sales sites report to the site Sales Managers, limiting best practice sharing. Centralizing QAs under regional leadership will ensure consistency across various sales sites, resulting in faster communication from corporate to the sales process. Current AP QA structure by site:
• Reduce First-Time Buyer Cancellations: This program aims to reduce new membership cancellations through a coordinated and scripted FTB after-sale campaign, consistent across all AP sites. The related new-member welcome program, will include a dedicated Ambassador at some sites, planned return visits, and face-to-face onsite presentations to ease the learning curve for new members and help them achieve their holiday plan. 
• Reduce Closed Sale Surrenders: By enhancing the FTB’s engagement with their first booking experience, we expect to see a reduction in new membership surrenders and an increase in the volume and VPG of second-step presentations and upgrades. This QA program centralizes onsite Ambassador efforts under the QA umbrella. Onsite new member Ambassadors will receive coordination from the QA Manager to streamline first purchases to the onsite sales center for a new member “how to use” presentation, reducing voluntary surrenders and other closed sale recissions.
• Establish Measurable Benchmarks: Our goal is to generate quantifiable outcomes that will refine this program and potentially extend its framework to additional benefit in Phase 2, including Europe.
• Quality Assurance Recordings: Establish processes and procedures for recording selected membership presentations and related TO and QA functions as requested.  
• Finance/NOA/Contracts/Process Flow: Explore payment and finance options to streamline new member flow, such as loan wraps for member upgrades. Look for further administrative streamlining to make the membership purchase smoother from the customer’s perspective.

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Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.