Sales Experience Guide - Japanese Bilingual (Vacation Ownership)

Marriott Vacations Worldwide

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.

JOB SUMMARY

Contribute to the success of the organization and sales distribution site by catering to the individual needs and preferences of each potential guest. Maintain guest relationships to ensure continued guest satisfaction with the organization and to support future business opportunities.

CANDIDATE PROFILE

Education and Experience Required:

• High school diploma or GED
• Proficiency in English and Japanese needed to communicate effectively with English and Japanese-speaking guests during the sales experience.
• Hawaii Real Estate License Requirement: Associate must have a Hawaii Real Estate License active and in good standing by the end of the fifteen (15) month introductory period, from date of hire.

Preferred:

• One-year related marketing, sales and/or other customer-facing experience
• Willing to work at night (occasionally)
• Must be willing to work weekends and holidays as required by business needs

JOB SPECIFIC TASKS

• Building and Maintaining Customer Base
• Answer guest questions regarding experience and enjoyment of resort being toured, including local vacation activities.
• Fulfill requests from owners or prospects regarding property maps, room locations, etc.
• Develop and maintain records on customer contacts and use that information to support effective follow-up opportunities by licensed Team Leader.
• Leverage Marriott Vacation Club (MVC) resources to provide service to owners and guests in an effective manner.
• Provide the highest possible guest service to support company guest and consumer survey satisfaction targets.
• Presentation Support
• Direct guest questions regarding product information and ownership to a licensed MVC Team Leader.
• Establish trust with all guests during your time with them to build on-going rapport.
• Discover the vacation and travel needs of prospective owners through a series of strategically layered questions/discussion and utilize the information to help a 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.
• Use, demonstrate, and/or coordinate virtual tour software on electronic devices, e.g., iPad, for guests.
• Providing Service to Others
• Respond to and monitor the resolution of customer and Owner inquiries in a timely manner with accurate information, unless those inquiries are ownership/product, pricing/purchase or contract related, in which event direct those questions to a licensed associate.
• If providing a business card to guests, the card must describe the Experience Guide as unlicensed and refer the guest to a licensed associate for inquiries that are ownership, pricing, or contract related.
• Leverage resources for providing service to Owners (e.g., Vacation Ownership Advisors) in an effective manner.
• Other
• 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.
• Assure complete and accurate representation to guests.
• Improve presentation approach through self-critique, practice, and lessons from the feedback provided by others.
• Formulate a strategy and plan to overcome challenges of getting work done quickly with a high degree of quality.
• Participate in formal training sessions offered by management team.
• Assist in the development and mentoring other MVC Associates as requested.
• 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 duties as assigned consistent with the scope of this role.
• This position requires regular, on-site, in-person presence and interaction with guests. Physical presence on-site is an essential function of this role.
• 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.