Holiday Advisor

This is a full-time position whereby you contribute to the success of the organization by effectively advising clients about their different holiday options and providing information about the Marriott Vacation Club. Develop relationships with prospective owners by following up on referrals and leads. Cater the experience to the individual needs and preferences of each potential owner, and follow through with the contract process to ensure that all required paperwork and legally required documents are completed accurately and in an efficient manner whilst at all times prioritizing the best interests of the client.
Maintain the client relationship after joining the club to ensure continued owner satisfaction with the organization.
Follow all company policies and procedures; ensure uniform and personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all clients according to company standards; anticipate and address clients’ service needs; thank clients with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Move, lift, carry, push, pull, and place objects weighing less than or equal to 4.5 kilograms without assistance; stand, sit, or walk for an extended period of time. Perform other reasonable job duties as requested by Supervisors.

CANDIDATE PROFILE

Preferred Education and Experience
- High school completion or equivalent
- Related work experience

Required Qualifications
- Proficiency in reading and writing English (additional language required for certain positions)
- Incumbent is required to maintain an active and in-good standing professional RG146 or any other license required by law.

**Willing To**:

- Work in contact with the general public using strong communication and client service skills
- Demonstrate openness to adapt to different cultural contexts based on location
- Must be willing to be flexible across shifts as required by business needs
- Comply with the FASEA Code of Ethics and the Corporations Act to ensure any recommendations are made in the best interests of the client

JOB SPECIFIC TASKS

Building and Maintaining Client Base
- Answer owner questions regarding use of properties and location amenities; ensure any advice and recommendations are made in the clients best interests at all times.
- Follow up on owners
- Fulfil requests from owners or clients regarding pricing, property maps, property descriptions, room locations, and portfolio/network information.
- Contact owners to monitor satisfaction, make aware of upcoming promotions, and strengthen owner relationship
- Develop and maintain records on client contacts and use that information to support effective follow-up opportunities.
- Monitor contract processing to minimize unsatisfied clients, provide comprehensive owner assurance and ensure timeliness of contract process.

Presenting Advice and Recommendations
- Follow and adhere to the Consultative Process when presenting to owners and clients.
- Establish trust with the prospective owner and Owners throughout the entire process to build on-going rapport.
- Discover the needs of prospective owners and Owners through a series of strategically layered questions/discussion and utilize the information to customize the presentation.
- Provide prospective owners and Owners a Gallery, Property and Model tour specific to their distribution site.
- Explain the features of the product and advocate the appropriate amount of points taking into account the clients personal circumstances to ensure any recommendations are made in the best interests of the clients and Owners.
- Complete and close the contract process by ensuring all required/legal paperwork and documents are signed and notarized.
- Practice and continue to develop and improve presentation.
- Ensure clear understanding of finance options and present as an approach to ownership if appropriate to their personal circumstances.
- Prepare for daily appointments (e.g., review tour sheet, owner history, presentation details, etc).
- Answer Owner and client questions regarding product information, servicing issues, construction work, financing, maintenance, repairs, and appraisals.
- Use, demonstrate, and/or coordinate virtual tour (eTour) software for clients.

Conducting and Managing Business Transactions
- Assure complete and accurate processing of documents.
- Review details of contracts with prospective owners and Owners once they decide on purchase.
- Work with Management to maximise client retention, provide comprehensive owner assurance and ensure timeliness of contracts.
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