JOB SUMMARY
Shapes and executes an overall sales strategy. Communicates this strategy to the sales team and other business units. Coordinates with marketing management in order to ensure alignment of marketing and sales strategies. Responds to the needs of the sales force by providing necessary resources, offering incentives, and resolving conflicts. Participates in the performance management, coaching, recruiting, and selection of the sales workforce, and develops compensation plans that will maximize productivity. Oversees the customer sales experience and proactively responds to customer concerns.
Relocation assistance may be available:
CANDIDATE PROFILE
Education and Experience
- Bachelor's degree or 4 years of equivalent work experience; minimum 2 years experience in a similar position
Required Qualifications
- Proficiency in reading and writing English (additional language required for certain positions)
Successful Candidates Will Be Willing To:
- Work in close contact with the general public in sales and marketing situations that require strong communication and customer service skills
- Openness to adapt to different cultural contexts based on location
- Must be willing to work weekends and holidays as required by business needs
JOB SPECIFIC TASKS
Managing the Sales Experience
- Manage the sales floor to ensure customer tour flow is efficient and conducive to sales presentation discussions and purchase deliberations.
- Responsible for planning/staffing of sales force readiness by ensuring appropriate number of SE's needed for marketing/tours.
- Provide information to, and answer questions from, customers regarding specific topics related to vacation ownership, seasonal travel and financing options.
- Close sales as appropriate, be the second face for the customer.
- Review and approve documentation for a sale.
- Monitor the pipeline of deals awaiting final confirmation/signature that are in the allowable time period for rescission.
- Handle any overflow from tour waves.
- Greet customers and make initial introductions to front desk and/or Sales Executives.
- Support the presentation and ratification of contracts to new owners.
- Make Post Purchase Calls (PPCs) to owners.
General Business Management
- Supervise the daily operational aspects of the Sales Gallery Floor/Sales Center.
- Conduct and/or contribute to material for Daily Huddles/Line Ups.
- 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.
- 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.
- Monitor weekly and period-to-date reports (e.g., VPG, Net Sales, Customer Satisfaction, SE/ME hot lead reports, channel reports, and P-Ls), and provide effective motivational messages to sales team based on performance.
- Monitor the availability of product inventory and make sure Sales Managers have an accurate understanding of what can be sold from the portfolio as well as how it should be sold (e.g., to include financing).
- Manage 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.
- Determine when issue escalation is required.
- Develop, maintain and enhance the 'Culture of Excellence' in all facets of the Sales Gallery/Center operation.
- Interview new candidates for Sales Executive and Sales Manager positions.
- Coordinate and prepare with Director of Marketing quarterly business objectives.
Providing Service to Others
- Respond to customer questions, complaints, and/or concerns.
- Develop plans to proactively deal with and mitigate common customer problems/complaints.
- Communicate with customers when escalated issues arise.
- Coordinate with Quality Assurance and Contracts to relay important information or issues down to the sales line.
- Respond to cancellations with call back to customer.
Managing - Coaching the Sales Workforce
- Provide real-time coaching and consultation regarding approach to closing sales (e.g., provision of a specific business case, offering an Encore opportunity).
- Conduct one-on-one coaching meetings with individual Sales Managers to develop proficiency in management approach, execution of policies, coordination of sales teams, and delivering feedback/coaching to Sales Executives.
- Conduct Performance Reviews with Sales Managers to review sales goals, progress against goals, and actions required to achieve personal and organizational goals.
- Build team camaraderie and Sales Manager confidence to achieve sales goals.
- Develop, conduct and supervise regular group training for Sales Managers to refresh on specific aspects of the sales management process as well as to develop Sales Managers in other personal/professional areas.
- Diagnose issues with under-performing Sales Managers.
- Plan, rollout, and monitor incentive programs (e.g., SPIFs) to motivate/drive Sales Executive performance.
- Provide a clear understanding of what is expected of the Sales Managers.
- Deliver training to sales workforce.
- Facilitate regular training and feedback sessions with new hires.
- Address issues related to employee concerns (e.g., work-place conflict, performance issues).
- Maintain a presence on the sales floor during selling sessions to serve as a resource for Sales Managers and Executives on an as needed basis.
- Present, or be present at, in-house seminars.
- Support the hiring process by participating in recruiting activities.
- Interpret and coach Sales Managers based on results of feedback received through formal (e.g., surveys) and informal (e.g., customer conversations) channels.
- Ensure appropriate expectations, focus and review of Key Result Areas (KRA's) for sales management team.
Other
- Understands and abides by state and federal regulation around all sales and/or marketing activity (i.e. Do Not Call Lists, State registrations, Exemptions, etc).
- Perform other duties as assigned.
- Develop scripts for use by Sales/Membership Executives during phone nights or during the course of typical sales presentations. Constantly work with SE on their presentation.
Hyatt Vacation Ownership is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
