Sales Associate

About the role

As a Tour Guide, you will be responsible for making meaningful moments for Owners, members, and guests. You will contribute to the success of the organization and site by catering to the individual needs and preferences of each potential guest. You will add to the success of the team by maintaining high standards and providing the best service.

Responsibilities

• Maintain guest relationships to ensure continued guest satisfaction with the organization and to support future business opportunities.
• Welcome and accompany guests during property tours while providing high-quality guest service.
• Provide factual, objective, written and approved information about the resort and its amenities.
• Fulfill requests from owners or prospects regarding property maps, room locations, etc.
• Support the brand image by modeling professional behavior, appearance, and communication.
• Establish rapport with guests during the tour to enhance the guest experience.
• Direct any ownership, pricing, product, or contractual questions to a licensed sales executive and/or team leader.
• Provide the highest possible guest service to support company guest and customer satisfaction survey targets.
• Build rapport with guests through a series of strategically layered questions/discussions to discover vacation and travel needs.
• Prepare for daily appointments (e.g., review tour sheet, owner history, presentation details, etc.) and follow up with email, phone, or mail correspondence after a purchase.
• Maintain accurate and timely communication with licensed Team Leaders and/or Sales Executives regarding guest questions outside the permitted scope.
• Utilize approved technology (e.g., tablets, virtual tour applications) to support the tour experience.
• Assure complete and accurate representations to guests.
• Direct purchase contracts and financing questions to a licensed Sales Executive or Team Leader.
• Have a licensed Team Leader review loan applications and financial documents with all customers.
• Respond to guest inquiries that do not involve ownership, product, pricing, contractual terms, financing, rental opportunities, maintenance fees, or other restricted topics.
• Respond to and monitor the resolution of customer and Owner inquiries in a timely manner with accurate information, unless those inquiries are product, purchase or contract documents related, in which event direct those questions to a licensed associate.
• Refer all prohibited questions immediately to a licensed associate.
• Leverage resources for providing service to Owners (e.g., Vacation Ownership Advisors) in an effective manner.
• Manage time effectively to punctually attend daily team meetings, training sessions, and guest appointments.
• Demonstrate total understanding of the culture and processes of the organization.
• Improve presentation approach through self-critique, practice, and from the feedback provided by others.
• Participate in formal training sessions offered by management team.
• Maintain an awareness of current events (e.g., news, sports, pop-culture) and information on site locations to enable and promote customer relationship building.
• Perform other job duties consistent with the scope of this position, as assigned.
• 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.).

Qualifications

• A High School Diploma or G.E.D. equivalent is preferred but not required.
• Proficiency in English.
• Customer service, hospitality, marketing, sales and/or other customer-facing experience preferred.
• Proficiency in computer skills, specifically in Microsoft programs including Outlook, Excel and Teams preferred.

Skills

• Dependability
• Presentation
• Positive demeanor
• Adaptability/Flexibility
• Stress tolerance
• Integrity
• Customer Service Orientation
• Diversity Relations
• Teamwork and Collaboration
• Influence
• Listening
• Applied Reading
• Analytical Skills
• Learning
• Physical Ability

Benefits

• $30.00 hourly rate plus commission.

Pay

• $30.00 hourly rate plus commission.

Schedule

• Maintain availability to work a fluctuating schedule, based on business needs, which may include days, nights, weekends, and holidays.
• Regular, on-site, in-person presence and interaction with guests and coworkers.
• Essential function of this role includes performing physical tasks such as moving, lifting, carrying, pushing, pulling, and placing objects weighing up to 10 pounds without assistance.