Marketing & Holiday Advisor

JOB SUMMARY

Contribute to the success of the organization by effectively advising customers about their different holiday options and providing information about the Marriott Vacation Club. Develop relationships with prospective owners by following up on referrals and leads. Cater the experience to the individual needs and preferences of each potential owner, and follow through with the contract process to ensure that all required paperwork and legally required documents are completed accurately and in a timely manner efficiently. Maintain the customer relationship after joining the club to ensure continued owner satisfaction with the organization.

Assists the Project Director with the operation of the gallery, ensuring Holiday Advisors are scheduled in order to meet client flow, being available for periodic meetings and reviewing reports and disseminating this information to the team, and being available to assist Holiday Advisors during the advice presentation. This position also serves as the subject matter expert for Marriott Vacations Worldwide's portfolio of vacation ownership products, clubs, and vacation experiences across all regions. The role must maintain a comprehensive understanding of the features, benefits, eligibility requirements, and operational processes associated with MVC's global products and offerings. The role acts as a key resource throughout the sales and purchase process, assisting with other Advisors presentations, helping with advice on each of their presentations, supporting floor operations and tour flow, providing expert product and financing information, ensuring recommendations are made in the client's best interests, reviewing and approving purchase documentation, and overseeing contract execution and closing activities.

Additionally, the Marketing & Holiday Advisor will encourage guests or callers to purchase or schedule preview package sales/tours. Explain details and requirements related to attending a sales presentation to potential owners. Verify that individuals meet eligibility requirements for preview package sales/tours prior to scheduling a tour for a Marriott Vacation Club property. Answer guest questions about property facilities/services. Receive, record, and relay messages accurately, completely, and legibly.

Follow all company policies and procedures; ensure uniform and personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Move, lift, carry, push, pull, and place objects weighing less than or equal to 4.5 kilograms without assistance; stand, sit, or walk for an extended period of time. Perform other reasonable job duties as requested by Supervisors.

CANDIDATE PROFILE

Preferred Education and Experience

• High school completion or equivalent
• Related work experience

Required Qualifications

• Proficiency in reading and writing English (additional language required for certain positions)
• Incumbent is required to maintain an active and in-good standing professional RG146 or any other license required by law.
• Experience working with various Clubs worldwide

Willing To:

• Work in contact with the general 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
• Comply with the FASEA Code of Ethics and the Corporations Act to ensure any recommendations are made in the best interests of the client

JOB SPECIFIC TASKS

General Business Support

• 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.
• Assist Project Director in managing the client experience and the integrity of the brand name by making sure that all associates represent the company in an ethical, moral and professional manner at all times.
• Conduct and/or participate in regular management meetings to review both the week and period performance and make action plans to ensure peak performance.
• As directed by Project Director, work with Advisor team to ensure adequate coverage based on anticipated client flow.
• Conduct and/or contribute to material for Daily Huddles/Line Ups.
• Working with other business functions and Project Director in supervising the daily operational aspects of the Gallery.

Building and Maintaining Customer Base

• Answer Owner questions regarding use of properties and location amenities; make recommendations given the background information obtained on the owner through discovery.
• Follow up on Owners
• Fulfil requests from Owners or prospects regarding pricing, property maps, property descriptions, room locations, and portfolio/network information.
• Contact Owners to monitor satisfaction, make aware of upcoming promotions, and strengthen owner relationship
• Develop and maintain records on customer contacts and use that information to support effective follow-up opportunities.
• Monitor contract processing to minimize unsatisfied customers, provide comprehensive owner assurance and ensure timeliness of contract process.

Managing the Advice Presentation Experience – Assisting Holiday Advisors

• Assist in stages of the advice and recommendations presentation as appropriate; be the second face for the client.
• Aid the Project Director in managing the floor to ensure client tour flow is efficient and conducive to presentation discussions.
• Provide information to, and answer questions from, clients regarding specific topics related to vacation ownership, seasonal travel and financing options and ensure any advice and recommendations are made in the clients best interests at all times.
• Explain the features of the product and advocate the appropriate amount of points taking into account the clients personal circumstances to ensure any recommendations are made in the best interests of the clients and Owners.
• Ensure clear understanding of finance options and present as an approach to ownership if appropriate to their personal circumstances.
• Review and approve documentation for the clients purchase.
• Close the process with the signing of paperwork and notarizing contracts.
• Support the presentation and ratification of contracts to new Owners.
• As directed by Project Director, make sure all necessary materials are provided for Holiday Advisors so they can effectively perform their daily activities (e.g., brochures, vacation planners, and computers).

Giving Presentations – Personal Presentations to Owners/guests

• Follow and adhere to the Consultative Process when presenting to Owners and guests.
• Establish trust with the prospective Owner and Owners throughout the entire process to build on-going rapport.
• Discover the needs of prospective owners and Owners through a series of strategically layered questions/discussion and utilize the information to customize the presentation.
• Provide prospective Owners and Owners a Gallery, Property and Model tour specific to their distribution site.
• Explain the features of the product and advocate the appropriate amount of points to accommodate the prospective Owners and Owners current and future vacation needs.
• Complete and close the contract process by ensuring all required/legal paperwork and documents are signed and notarized.
• Practice and continue to develop and improve presentation.
• Ensure clear understanding of finance options and present as an approach to ownership.
• Prepare for daily appointments (e.g., review tour sheet, owner history, presentation details, etc).
• Follow up face-to-face guest interaction with email, phone, or mail correspondence and facilitates use of Vacation Ownership Advisor.
• Answer Owner and customer questions regarding product information, servicing issues, construction work, financing, maintenance, repairs, and appraisals.
• Use, demonstrate, and/or coordinate virtual tour (eTour) software for guests.

Conducting and Managing Business Transactions

• Assure complete and accurate processing of documents.
• Review details of contracts with prospective owners and Owners onc