Sales Experience Guide

Job Summary

As a Tour Guide, you will make meaningful moments for Owners, members, and guests. You will contribute to the success of the organization and site by catering to individual needs and preferences. You will maintain high standards and provide the best service. You will need a flexible schedule, clear communication, and follow company rules.

Specific job duties may differ by property, size of team, or facility.

CANDIDATE PROFILE

• Educational and Experience Requirements:
  • High School Diploma or G.E.D. equivalent preferred but not required
  • Customer service, hospitality, marketing, sales, or other customer-facing experience preferred
  • Proficiency in computer skills, specifically in Microsoft programs including Outlook, Excel, and Teams preferred
• Background and Drug Screening: May be required, in accordance with state and local requirements.

Work Conditions and Schedules

• 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.
• Physical presence onsite is an essential function of this role.

Competencies

• Personal Attributes: Dependability, Presentation, Positive Demeanor, Adaptability/Flexibility, Stress Tolerance, Integrity
• Interpersonal Skills: Customer Service Orientation, Diversity Relations, Teamwork and Collaboration, Influence
• Communication: Listening, Applied Reading
• Analytical Skills: Learning

Physical Ability

• Perform physical tasks such as moving, lifting, carrying, pushing, pulling, and placing objects weighing up to 10 pounds without assistance.
• Reach overhead and below the knees, perform bending, twisting, pulling, and stooping, and be able to stand, sit, or walk for an extended period or for an entire work shift.

JOB DESCRIPTION – Job Specific Tasks

Building and Maintaining Customer Base

• 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.

Presentation Support

• Build and maintain customer base by welcoming and accompanying guests during property tours.
• Explain the features, advantages, and benefits of the product.
• Direct guest questions regarding product information and ownership to a licensed Team Leader and/or Sales Executive.
• Follow and adhere to the Consultative Process when meeting with owners and guests.
• Discover the vacation and travel needs of prospective owners through a series of strategically layered questions/discussions and utilize the information to help a sales executive and/or team leader customize guest presentations.
• Prepare for daily appointments (e.g., review tour sheet, owner history, presentation details, etc.).
• If a purchase is made, follow up face-to-face guest interaction with email, phone, or mail correspondence and facilitate the use of our Vacation Ownership Advisor(s) team.
• 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.

Conducting and Managing Business Transactions

• Affirm complete and accurate representations to guests.
• Direct purchase contracts and financing questions to a licensed Sales Executive or Team Leader.
• Have licensed Team Leader review loan applications and financial documents with all customers.

Providing Service to Others

• 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.

Other Daily Tasks and Expectations

• 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.

Understanding and Abiding by Regulations

• 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.).

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