Sales Experience Manager - Stoneridge

Hyatt Vacation Ownership

20d

About The Position

The Sales Experience Manager is responsible for owner and customer relations, addressing concerns, resolving issues, and proactively reducing complaints. The role coordinates communication with new owners regarding pending defaults to support purchase decisions and reduce cancellations. It may oversee the sales gallery, Sales Front Desk, and Tour Desk operations, including staffing, scheduling, performance management, hospitality standards, and tour flow. The manager also provides education and support on owner products and usage options. The position includes oversight of daily sales gallery operations and team development, including onboarding, training, coaching, performance reviews, recruiting support, and associate engagement. The manager helps maintain department standards and records, supports financial management as needed, and ensures compliance with applicable sales and marketing regulations and company policies. Salary is $80,000 plus additional incentive pay.

Requirements

High school diploma or GED.
At least 2 years of experience in a similar position.
Proficiency in English; an additional language is required for certain positions.
Willingness to begin work early in the morning, such as 7:15 a.m.
Willingness to work at night occasionally.
Willingness to work weekends and holidays as required by business needs.
Willingness to be reachable during off-hours.
Skills in leadership, communication, adaptability, professional conduct, problem-solving, decision-making, planning, and organization.
Ability to build coworker and customer relationships and foster inclusion.
Ability to coach, develop, recruit, and support the retention of team members.
Business acumen and ability to use business information to manage operations.
Reading comprehension and effective writing skills.
Knowledge of sales coaching, sales and marketing concepts, and Sales and Marketing and Resort Operations.
Ability to use computer hardware and software specific to the job.

Responsibilities

Interact with owners and customers to support satisfaction and respond to questions, complaints, and concerns.
Follow up on cancellations, research customer issues, coordinate resolutions with internal groups, and escalate issues when appropriate.
Develop plans to prevent or mitigate recurring owner and customer problems and complaints.
Coordinate strategies for pending site defaults through ongoing communication with new owners to support purchases and reduce cancellations.
Contact owners after point of sale when applicable to confirm understanding of the product presentation and solicit referrals.
Support owners or customers considering rescission and communicate with them about escalated concerns.
Track issues and identify trends; provide feedback to Sales and New Owner Administration and work with Sales and Marketing to address root causes.
Maintain accurate records and reports on pending defaults and ensure incentive benefits are processed and fulfilled promptly.
Respond to questions or concerns involving reservations, closings, exchanges, and other aspects of ownership, including when a Vacation Ownership Advisor is unavailable or immediate action is needed.
Oversee daily operations of the Sales Gallery Floor, Sales Front Desk, and Tour Desk when applicable.
Ensure the sales gallery and front desk meet standards, including food and beverage presentation, hospitality, and service expectations.
Ensure adequate staffing of gallery support positions and perform front desk associate duties when necessary.
Maintain visibility in public areas during peak times and oversee transportation and child activity functions when applicable.
Oversee onboarding and training, maintain current training manuals, and contribute to Daily Huddles or Line Ups.
Recognize team contributions and conduct performance reviews, coaching meetings, and follow-up on employee concerns.
Support recruiting activities and review associate satisfaction survey results to identify engagement opportunities.
Use department budgets, operating statements, and payroll reports as needed to assist with financial management.
Maintain and follow required standards, policies, and procedures, including applicable state and federal sales and marketing regulations.
Perform other duties as assigned.