Marriott Vacations Worldwide

General

• Communicate with preview tour customers via telephone before their scheduled arrival and tour date
• Offer Concierge-style services to guests staying on promotional vacation packages
• Provide detailed information about property amenities
• Engage customers in conversation regarding their stay, property services, and area attractions/offerings
• Identify special customer needs and arrange for those needs to be fulfilled upon customer arrival
• Address customers' service needs in a professional, positive, and timely manner
• Welcome and greet guests and anticipate and address their needs
• Interact with colleagues and guests professionally and promptly
• Follow company policies and safety procedures

Virtual Guest Relations Coordinator

Marketing

• Manage day-to-day activities and develop the competence and performance of the marketing workforce
• Delegate work and manage recruiting, selection, training, motivation, rewards, coaching, conflict, and performance
• Analyze data and reports to monitor tour flow and team/unit performance
• Develop, recommend, and implement solutions to increase tours generated
• Build and maintain relationships with sales management and the sales force
• Communicate marketing strategies and solutions to the sales force
• Develop and implement strategic plans, including budgets, site goals, and forecasts
• Coordinate with marketing operations and site marketing programs on initiatives to increase channel production
• Develop strategies and incentive programs to meet or exceed budgeted numbers
• Identify production trends and implement solutions when targets are missed
• Use individual and team production reports, including VPG, close rate, employee satisfaction, and customer experience reports
• Build relationships between sales management and marketing to clarify tour eligibility and participation details
• Build partnerships with resort operations, hotel linkage, and OPC vendors
• Prepare and conduct team meetings
• Measure performance against goals and hold marketing associates accountable
• Coach, mentor, reward, recognize, and motivate associates
• Observe strengths and development opportunities through ride-alongs, shadowing, and monitoring
• Provide on-call support when not on site
• Review best practices and publications to train and coach associates
• Conduct performance reviews and create development and promotion plans
• Manage underperformance through performance plans and progressive discipline
• Address associate questions and issues and mediate team conflicts
• Monitor and amend standard practices
• Deliver and coordinate training programs
• Develop and review workflow, lead distribution, reward, recognition, and discipline policies and procedures
• Participate in interviews and selection processes
• Develop compensation plans for marketing teams
• Comply with state and federal marketing regulations, including the Do Not Call registry
• Prepare plans and actions for management meetings
• Order, track, stock, and replenish marketing collateral and supplies
• Perform other duties as assigned

Assistant Marketing Manager – Virtual

Sales

• Answer Owner questions regarding the use of properties and location amenities; make recommendations based on information obtained through discovery
• Follow up on referrals and leads from Owners
• Fulfill requests from Owners or prospects regarding pricing, property maps, property descriptions, room locations, and portfolio/network information
• Contact Owners to monitor satisfaction, communicate upcoming promotions, and develop business opportunities such as reloads and referrals
• Develop and maintain customer contact records to support effective follow-up opportunities
• Welcome and greet guests and anticipate and address their needs
• Interact with colleagues and guests professionally and promptly
• Contribute to team goals
• Follow company policies and safety procedures

Sales Executive

• Communicate via inbound telephone calls with customers and potential owners to sell preview package sales/tours
• Explain available opportunities and answer questions
• Verify eligibility requirements before scheduling tours for an MVW property
• Encourage guests or callers to purchase or schedule preview package sales/tours
• Explain details and requirements for attending a sales presentation
• Check accommodation and date availability, finding alternatives when needed
• Interact professionally and promptly with colleagues and guests
• Contribute to team goals
• Maintain confidentiality of proprietary materials and information
• Follow company policies and safety procedures

Sales – Inbound Call Transfer – Vacation Planner

QA Engineer

• Manage daily, weekly, monthly, and quarterly contract sales pipelines through shared email boxes, phone calls, and virtual Teams meetings
• Ensure new contract sales follow the Central Direct Sales QA process through successful contract closing
• Work with sales leadership and sales executives to ensure contract accuracy and customer congruency
• Maintain working knowledge of purchase documents for all MVC resorts
• Review Purchase Summary Worksheets from the sales team to NOA Contracts for accuracy
• Review contract documents from NOA for accuracy before release to customers through DocuSign or FedEx
• Schedule appointments and review purchase contract details with customers
• Support sales pipeline closure through customer and internal/external business partner follow-ups
• Update Siebel CRM with customer conversations and future follow-up activities
• Ensure accuracy across purchase worksheets, contracts, and written and oral customer communications
• Identify sales challenges and determine timely courses of action with little oversight
• Conduct department business in compliance with department, company, state, and federal guidelines
• Provide regular updates to sales leadership and internal/external business partners
• Gather and document pertinent sale and client response or expectation information in Siebel
• Perform other duties assigned by management

Virtual Closing Specialist, Quality Assurance

• Communicate via outbound and potential inbound telephone calls with customers and potential owners to sell preview package sales/tours
• Explain available opportunities and answer questions
• Verify eligibility requirements before scheduling tours for an MVW property
• Encourage guests or callers to purchase or schedule preview package sales/tours
• Explain details and requirements for attending a sales presentation
• Check accommodation and date availability, finding alternatives when needed
• Interact professionally and promptly with colleagues and guests
• Contribute to team goals
• Maintain confidentiality of proprietary materials and information
• Follow company policies and safety procedures
• Complete on-site training, then work from home

Sales Vacation Planner

• Maintain confidentiality of proprietary materials and information
• Protect the privacy and security of guests and coworkers
• Follow company and department policies and procedures
• Address customer needs professionally, positively, and promptly
• Resolve customer questions, concerns, and requests using brand or property-specific processes
• Welcome, acknowledge, thank, and provide farewell service to customers
• Assist associates to ensure proper coverage and prompt guest service
• Prepare and review written documents, including proofreading and editing
• Communicate efficiently with guests, coworkers, associates, and departments
• Develop positive and productive working relationships and promote teamwork
• Handle sensitive associate and guest issues with tact, respect, diplomacy, and confidentiality
• Enter and retrieve work-related information using computers, databases, and software
• Create and maintain electronic and paper filing systems for records and reports
• Prepare letters, memos, and other documents using email, word processing, spreadsheet, database, and presentation software
• Perform other reasonable job duties as requested by Supervisors

Sales QA Admin

Call Center Representative

• Introduce and promote Marriott Vacations Worldwide brands to sell vacation ownership preview packages over the phone
• Answer questions about vacation destinations and Marriott Vacations Worldwide resort facilities and services
• Check accommodation availability and dates and suggest alternatives when needed
• Promote accommodation upgrades and extra nights to drive additional revenue
• Explain requirements for purchasing preview packages and attending vacation ownership sales presentations
• Verify that individuals or couples meet eligibility requirements
• Leverage guest loyalty to Marriott International and Marriott Vacations Worldwide brands to persuade callers to purchase preview packages
• Ask potential owners to purchase packages
• Use sales techniques to overcome objections while maintaining a polite and enthusiastic demeanor
• Contact appropriate call center individuals, leaders, or departments to resolve guest calls, requests, or problems
• Follow call center and company policies and procedures; maintain confidentiality and protect company assets
• Welcome and acknowledge guests, anticipate and address service needs, and thank guests
• Communicate professionally and answer telephones using appropriate etiquette
• Develop positive working relationships and support the team in reaching common goals
• Comply with quality assurance expectations and standards
• Perform other reasonable job duties as requested by Supervisors

Vacation Planner – Call Center Inbound Sales

• Answer Owner questions regarding the use of properties and location amenities; make recommendations given the background information obtained on the owner through discovery
• Follow up on referrals/leads from Owners
• Fulfill requests from Owners or prospects regarding pricing, property maps, property descriptions, room locations, and portfolio/network information
• Contact Owners to monitor satisfaction, make them aware of upcoming promotions, and develop business opportunities (e.g., reloads, referrals)
• Develop and maintain records on customer contacts and use that information to support effective follow-up opportunities
• Welcome and greet all guests and anticipate and address their needs
• Interact with colleagues and guests professionally and promptly
• Contribute to team goals
• Always follow company policies and safety procedures

• Convert prospective owners into purchasers and reload existing Owners
• Develop relationships with prospective owners through referrals and leads
• Tailor sales experiences to individual owner needs and preferences
• Complete sales contracts and legally required paperwork accurately and promptly
• Maintain customer relationships after the sale to ensure owner satisfaction and develop future business opportunities
• Give sales presentations and follow the Consultative Sales Process
• Establish trust and rapport throughout the sales process
• Discover owner needs and customize presentations
• Provide Sales Gallery, property, model, and virtual tours
• Explain product features, advantages, benefits, financing options, and ownership approaches
• Prepare for daily appointments and tours
• Follow up with guests and Owners by email, phone, or mail
• Answer questions about products, servicing, construction, financing, maintenance, repairs, appraisals, properties, and amenities
• Follow up on Owner referrals and leads
• Maintain customer contact records and identify follow-up opportunities
• Monitor Owner satisfaction, communicate promotions, and develop reload, referral, and additional sales opportunities
• Process sales documents and review contracts, loan applications, and financial documents
• Monitor contract processing, minimize rescissions, provide owner assurance, and ensure timely closings
• Complete purchase summary worksheets
• Enroll, upgrade, and maximize reload opportunities with Legacy Owners and Every Other Year Owners
• Respond to and monitor customer and Owner inquiries through resolution
• Attend team meetings, training sessions, and guest or Owner appointments punctually
• Improve sales presentations through self-critique, practice, and feedback
• Participate in formal management training
• Maintain awareness of current events and site-location information to support customer relationships
• Follow company rules and state and federal regulations

Virtual Sales Executive

• Schedule sales presentations and manage customer expectations
• Provide the highest level of service to exceed budgeted sales presentations and volume production goals
• Ensure all Owners and guests attending a sales presentation meet eligibility requirements and are open to learning more about products and services
• Use persuasive techniques that maximize revenue while maintaining existing guest loyalty
• Welcome and greet guests; anticipate and address their needs
• Interact with colleagues and guests professionally and promptly
• Contribute to team goals
• Follow company policies and safety procedures

Virtual Guest Relations Coordinator

Assistant Marketing Manager – Virtual

Sales Executive

Sales – Inbound Call Transfer – Vacation Planner

Virtual Closing Specialist, Quality Assurance

Sales Vacation Planner

Sales QA Admin

Vacation Planner – Call Center Inbound Sales

Sales Executive

Virtual Sales Executive

In-House Marketing Coordinator