Assistant Sales Manager (Chinese) - Marriott Vacations Worldwide

Assistant Sales Manager

Department:

Marketing and Sales

Reports to:

Sales Director

JOB SUMMARY

Manages with DOS the operation of the sales gallery, which includes scheduling Sales Executives in order to meet customer flow, reviewing weekly reports and disseminating this information to the sales team, and being available to assist sales executives with closing sales. Helps generate new business and attracts potential owners by reviewing the current book of business and coordinating with the marketing department. As directed by the Director of Sales, provides necessary resources, coaching and training on sales techniques to the sales staff. Works with DOS to resolve conflicts and manage team performance. Helps monitor the guest experience and proactively responds to customer concerns. Assists the DOS with other duties as directed.

Be available to support Sales Executives by performing sales closings as part of a Take-Over process or when the Sales Executive

Follow through with the sales contract process to ensure that all required paperwork and legally required documents are completed accurately. Being available to support Sales Executives by performing after-sale Button-up calls, contract signing follow up calls, collection calls and other follow up calls as directed by DOS. Develop relationships with prospective owners by soliciting and following up on referrals and leads.

Be responsible for delivering specific training opportunities as required and directed by sales management both at working site and at any other MVC location as directed.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; minimum 2 years’ as Sales Executive or Sales team Leader

Required Qualifications

• Must be fluent in Chinese language.
• Proficiency in English
• Knowledge of Arabic language is advantageous, for Sales positions.

Successful Candidates Will Be Willing To:

• Begin work as business needs dictate
• Work at night (occasionally)
• Must be willing to work weekends and holidays as required by business needs
• Be reachable during off-hours

JOB SPECIFIC TASKS

Building Customer Base

• As directed by DOS, work with marketing and management team to develop strategies for increasing qualified traffic for sales presentations.
• Support development of self-generated business by working existing customer base and local community.
• Help DOS evaluate and analyze the book of business for site/sales team to generate more sales, referrals, track escrows, etc.
• Helps DOS in creating and monitoring the process to assign Sales Executives to prospective owners/members.

Managing the Sales Experience

• Close sales as appropriate; be the second face for the customer.
• Aid the DOS in managing the sales floor to ensure guest tour flow is efficient and conducive to sales presentation discussions and purchase deliberations
• Provide information to, and answer questions from, 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 Clubs Rules.
• 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.
• As directed by DOS, 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

• Encourage and support the establishment of a positive work environment that recognizes both individual and team accomplishments and provides a haven for open and honest communication.
• Helps DOS in managing 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 at all times.
• 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 with colleagues.
• As directed by DOS, schedule Sales Team to ensure adequate coverage of sales tours based on anticipated guest flow.
• Conduct and/or contribute to material for Daily Huddles/Line Ups.
• As directed by DOS, monitor weekly and period-to-date reports (e.g., volume-per-guest [VPG], Net Sales, Customer Satisfaction, Sales Executives hot lead reports, channel reports, and Profit and Loss reports [P&Ls]), and provide effective motivational messages to sales team based on performance.
• Helps DOS in managing the Daily Sales Executive Tour Rotation to ensure that it is accurate.
• Helps DOS in supervising the daily operational aspects of the Sales Gallery Floor/Sales Center.
• Determine when issue escalation is required.
• Helps DOS in Developing, maintaining and enhancing the 'Culture of Excellence' in all facets of the Sales Gallery/Center operation.
• Interview new candidates for Sales Executive positions.

Providing Services to Others

• Respond to customer questions, complaints, and/or concerns.
• Communicate with customers when escalated issues arise.
• Respond to cancellations with call back to customer.
• Coordinate with Quality Assurance and Contracts to relay important information or issues down to the sales line.
• Helps DOS develop plans to proactively deal with and mitigate common customer problems/complaints.

Managing and Coaching the Sales Force

• At direction of DOS, provide real-time coaching and consultation regarding approach to closing sales (e.g., provision of a specific business case, offering an Encore opportunity).
• Maintain a presence on the sales floor during selling sessions to serve as a resource for Sales Executive on an as needed basis.
• Build team camaraderie and Sales Executive confidence to achieve sales goals.
• At direction of DOS, conduct Performance Reviews with Sales Executives to review sales goals, progress against goals, and actions required to achieve personal and organizational goals.
• Helps DOS in managing the on-boarding of new Sales Executives and ensuring proficiency in the sales process before a Sales Executive is put on the rotation.
• At direction of DOS, conduct one on one coaching meetings with individual Sales Executives to develop proficiency in sales approach, execution of process (i.e., discovery, intent, close), ability to close, cope with and respond to rejection, etc.
• Deliver training to sales workforce.
• Helps DOS in addressing issues related to employee concerns (e.g., work-place conflict, performance issues).
• Prepare Sales Executives with multiple strategies for overcoming a broad range of sales objections.
• At direction of DOS, develop, conduct and supervise regular group training for Sales Executives to refresh on specific aspects of the sales presentation process as well as to develop Sales Executives in other personal/professional areas.
• Help DOS facilitate regular training and feedback sessions with new hires.
• Supervise and monitor sales presentations to ensure effective conformity with standards in terms of content and collateral.
• Accompany Sales Executives on ride-alongs as a means of identifying areas to provide feedback on performance.
• Diagnose issues with under-performing Sales Executives.
• Support the hiring process by participating in recruiting activities.
• Interpret and coach Sales Executives based on results of feedback received through formal (e.g., surveys) and informal (e.g., customer conversations) channels.
• Monitor and provide coaching on Sales Executive customer communication skills (e.g., phone behavior and emailing).

Other

• Perform other duties as assigned.

COMPETENCIES, BASIC SKILLS, and 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.

Building and Contributing to Teams

• 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.

• 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.

Generating Organizational Talent and Capability

• Organizational Capability - Understanding and leveraging associate talent and capabilities to meet work needs; supporting the attraction, selection, and/or retention of associates in order to achieve department and business objectives. Diagnoses capability needs; recruits and evaluates potential employees; emphasizes retention; champions talent management.

• Talent Management - Providing guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

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.
• Business Acumen - Understanding and utilizing business information (e.g., Associate, Guest/Customer Satisfaction, Financial Performance) to manage everyday operations and generate innovative solutions to approach business and administrative challenges.
• 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).
  • 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
  • Sales Coaching - Providing timely coaching, guidance, and feedback to help others excel on the job and meet key accountabilities.
  • Sales and Marketing - Knowledge of sales and marketing concepts including principles and methods for showing, promoting and selling products or services as well as marketing strategies and tactics.
  • Sales and Marketing and Operations - Ability to understand the business needs and basic concepts of Sales and Marketing and Resort Operations in order to build a positive and collaborative working relationship.

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