Job Summary

Leads and mentors the Marketing Executives, supports the marketing manager ensuring all policies and procedures are understood and followed by the marketing staff. Ensure production targets are met or exceeded. Ensures the quality of service provided by the Vacation Services Department.

Deliver an outstanding customer experience through managing the performance of a customer-facing marketing team. Manage tour scheduling, hostess and gifting processes, and measure their effectiveness. Ensure effective daily operation and communication with the Sales Department as well as the hotel staff and management. Exceed production requirements set by management. Drive team to reach targets.

Expected Contributions

• Ensures all location shifts are covered. Monitors locations for stock levels, supplies, and consistency in collateral.
• Ensures that the marketing representatives are arriving on time and at the location before or at the start time of the respective shifts and working complete shifts.
• Accepts active leadership role and inspires marketing representatives to improved performance.
• Coaches and trains marketing representatives staff as necessary and as directed by the marketing manager.
• Maintains a positive working relationship with marketing manager, all marketing representatives, Company management, and Hotel staff and management.
• Communicates daily with the marketing manager. Providing feedback on individual marketing representative’s performance, areas of need and attention. Contributes to the solution of challenges. Identifies opportunities to improve tour production and resort penetration.
• Supports the marketing manager when rolling out new programs, policies, procedures, etc. Ensuring complete understanding of new programs, policies, procedures, etc. And has consistency with the marketing manager in communication of such policies, procedures, etc
• Ensures that the marketing representatives understand and follow all policies and procedures. Correcting behavior when inappropriate and communication inconsistencies to the marketing manager.
• Contributes material for the weekly newsletter.
• Attends all management meetings, as directed by marketing manager.
• Supervises all marketing staff in marketing manager’s absence.
• Completes special projects as directed by marketing manager.
• Covers shifts and books tours as needed.
• Assists with staff scheduling and maintenance.
• Assists with employee evaluations.
• Ensures resort collateral stock levels.
• Ensures customer service levels meet all standards.
• Assists with creating and maintaining training materials.
• Initiates process improvement efforts.
• Ensure concierge services meet and exceed hotel and company standards.
• Ensure the department is compliant in all aspects of the marketing operation in accordance with the SOP and Employee Handbook of the company.
• Continue to promote brand awareness and ensure a branded marketing experience is delivered.
• Ensure accurate tracking and ordering of collateral inventory, in line with budgeted costs.
• Contribute to the development of marketing strategies and plans to ensure marketing investments align with membership program sales goals.
• Develop strategies and incentive programs to meet or exceed budgeted numbers. 
• Review and analyze programs and provide recommendations for streamlining processes and managing costs.                                                                                                          
• Monitor and improve lead generation efforts and processes.
• Ensure project meets and exceeds budgeted tour flow.
• Develop and implement new programs and processes to increase capture rates at the hotel.
• Resolve all guests’ complaints promptly and effectively. 
• Oversee all the pre-arrival communication and hostess functions upon arrival of guests.
• Manage Marketing Supervisors and Marketing Administration.
• Oversee daily tour reporting, tour scheduling, and availability.
• Oversee and ensure implementation of all guest tracking/target marketing processes including lead ranking and allocations.
• Responsible for training and development programs of new staff and ongoing training of current staff.
• Oversee marketing payroll accuracy and timeliness.
• Regularly meets and interacts with Director of Sales, Director of Marketing, and Director of Operations.
• Establish and maintain positive working relationships with Sales staff and Sales Management.
• Attend pertinent resort management meetings.

• Interact with hotel management and staff to ensure seamless guest experience and to maximize vacation membership` integration.

• Distribute Inhouse Allocations fairly and efficiently maximizing efficiencies; ensure customers are contacted in time and in line with company standards.

• Hold performance review sessions with Senior leaders to present and discuss performance of the team.
• Carry out performance reviews as required, coaching and counseling sessions to take place in the form of one-to-one sessions.
• Perform other duties as needed and/or assigned.

Candidate Profile

• Bachelor’s degree and/or Hotel Management degree preferred. 
• One to three years experience gained through increasingly responsible positions within the marketing or sales fields.
• Bilingual, ability to speak English and Spanish, fluently.
• Proven track record of success in marketing or sales.
• Demonstrated ability to coordinate a high level of activity under a variety of conditions and constraints.
• Key competencies include: customer service orientation, work standards, managing multiple priorities, follow-up, building business partnerships, positive disposition, thriving on ambiguity, openness to differences, patience, technical/professional knowledge, facilitating learning, coaching, developing organizational talent/staff development.
• Proven track record of success in training with potential for management.
• Excellent written and verbal communication skills.
• Computer skills, including but not limited to Microsoft Office.
• Must be results-oriented with ability to be flexible.
• Ability to work under pressure, manage multiple priorities, and be a self-starter.
• Proven time management skills.
• Proven ability to work in a team environment and interact with all levels of the organization.
• Detail oriented, ability to handle multiple priorities in a fast-paced environment.
• Ability to work flexible hours and days. It is anticipated that the position will require working a provided schedule. Occasionally holidays and/or a six- or seven-day work schedule will be required.
• Stands, sits, or walks for extended periods. Ability to climb stairs.

#imvwsm

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