Sales Manager

Marriott Vacations Worldwide•Phoenix, AZ

About The Position

The Sales Manager supervises the daily operation of the Sales Gallery Floor/Sales Center and supports sales performance, customer experience, and the development of the sales workforce. The role manages tour flow and sales activity, ensures Sales Executives understand available portfolio inventory and sales methods, and helps maintain an ethical, professional, and inclusive environment. The manager also handles escalated customer and associate issues, supports sales documentation and contract completion, and ensures compliance with applicable sales and marketing regulations. The position includes coaching, onboarding, training, performance management, and interviewing Sales Executives; monitoring site and team business; and coordinating with Quality Assurance and New Owner Administration/Contracts. The role requires public-facing communication and customer service, use of office equipment, and the ability to work indoors and outdoors on a schedule that may fluctuate with business needs.

Requirements

High school diploma or GED.
At least 2 years of experience in a similar position.
Maintain an active, in-good-standing professional Real Estate License where mandated by law.
Proficiency in reading, writing, and communicating verbally in English; an additional language may be required in certain locations.
Leadership, professional demeanor, problem-solving, decision-making, communication, public presentation, and adaptability skills.
Planning, organization, results orientation, and the ability to lead and contribute to teams.
Ability to build coworker and customer relationships and foster inclusion.
Applied learning and technical acumen, including knowledge of sales-location operations, tour flow, sales presentations, closings, and general procedures.
Business acumen and basic computer skills, including use of personal computers, word-processing software, and internet browsers.
Mathematical reasoning, oral comprehension, reading comprehension, and effective writing skills.
Strong communication and customer service skills when working with the public.
Ability to work a fluctuating schedule based on business needs, which may include days, nights, weekends, and holidays.
Ability to lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance; reach overhead and below the knees; bend, twist, pull, and stoop; and stand, sit, or walk for extended periods or an entire work shift.
Ability to perform the physical activities listed for the work environment, including climbing stairs, crouching, reaching, and grasping; occasional handling of items up to 25 pounds with assistance.

Responsibilities

Support development of self-generated business through existing customers and the local community.
Evaluate and analyze the site or sales team's book of business to generate sales and referrals and track escrows.
Create and monitor the process for assigning Sales Executives to prospective owners or members.
Manage tour flow and the sales floor to support sales presentations and purchase deliberations.
Provide guests with information about vacation ownership, seasonal travel, and financing options.
Review and approve sale documentation; close deals through signing paperwork and notarizing contracts.
Support contract presentation and ratification for new owners and handle overflow from tour waves.
Greet guests and introduce them to the front desk and/or Sales Executives.
Ensure Sales Executives have the materials needed for daily activities, such as brochures, vacation planners, and computers.
Supervise daily Sales Gallery Floor/Sales Center operations and ensure Sales Executives understand available inventory and how it should be sold, including financing.
Conduct or contribute to daily huddles and participate in sales management meetings, reviewing performance and developing action plans.
Mediate, counsel, and resolve issues involving subordinates or colleagues in a timely manner.
Promote a positive work environment that recognizes individual and team accomplishments and supports open communication.
Protect the guest experience and brand integrity by ensuring associates act ethically, morally, and professionally.
Determine when issues require escalation.
Develop, maintain, and enhance a Culture of Excellence in the Sales Gallery/Center.
Respond to customer questions, complaints, and concerns; develop plans to prevent or mitigate common problems and communicate with customers about escalated issues.
Coordinate with Quality Assurance and New Owner Administration/Contracts to relay important information or issues to the sales line.
Respond to cancellations by calling customers back.
Manage onboarding and ensure new Sales Executives demonstrate proficiency in the sales process before entering the rotation.
Provide real-time coaching and consultation on sales-closing approaches; hold one-on-one coaching meetings and provide feedback.
Conduct performance reviews covering sales goals, progress, and actions needed to meet individual and organizational goals.
Plan, roll out, and monitor incentive programs to motivate Sales Executive performance.
Facilitate training and feedback sessions for new hires and deliver training to the sales workforce.
Address employee concerns, including workplace conflicts and performance issues; develop performance plans and apply progressive discipline where appropriate.
Maintain a presence on the sales floor during selling sessions and supervise sales presentations for conformity with content and collateral standards.
Accompany Sales Executives on ride-alongs to identify areas for performance feedback.
Diagnose underperformance and initiate corrective action where appropriate.
Support recruiting activities and interview candidates for Sales Executive positions.
Coach Sales Executives on customer communication, including phone behavior and email.
Develop scripts for Sales Executives and continually work with them on their presentations.
Understand and comply with state and federal rules governing sales and marketing activity, including Do Not Call Lists, state registrations, and exemptions.
Perform other duties as assigned.
Report work-related accidents, injuries, and illnesses immediately; identify and correct unsafe conditions or procedures or report them to the appropriate personnel.
Follow safety and security policies and property-specific emergency procedures, and complete required safety training and certifications.