Encore Representative

Position Summary

As a member of the professional staff, contributes specialized knowledge and skill in a discipline (e.g. Accounting, Finance, Human Resources, Information Resources, Operations Planning & Support, Sales & Marketing) area to support team and/or department business objectives. Generally, works under limited supervision, but within established guidelines, producing and analyzing more complex business information to assist in the decision-making process.

Specific Job Summary

Survey’s Vacation Ownership tour guests prior to exiting the tour.  Presents to and offers the non-purchasing guest the opportunity to purchase the Encore vacation package in order to experience prior to purchasing membership.

Expected Contributions

Performs more complex quantitative and qualitative analysis for business processes and/or projects. Often manages small projects, business processes or parts of larger ones.
Responds to, solves, and makes decisions on more complex/non-routine business requests with limited to moderate risk.
Responsible for own work and contributing to team, department and/or business results. May direct work of non-management staff.
Assists more senior associates in achieving business results by:
identifying opportunities to enhance the effectiveness of business processes.
providing training and technical guidance to less senior staff, where appropriate, and serving as point-of-contact for problem resolution.
participating in setting department operating plans.
recognizing and celebrating team successes.
achieving results against budget within scope of responsibility.
Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
Performs other duties as appropriate.

Specific Expected Contributions

Prepares each day to meet hotel and resort guests as a professional Corporate Representative by appropriate dress, grooming, approved and organized sales materials. 
Adheres to department policies, procedures, and performance guidelines.  Meets or exceeds established sales goals within guidelines.   
Surveys non-purchasing tour guests and presents package information according to department training specifications and direction of management.              
During survey questions, recognizes opportunity and when appropriate, enables guest to again consider purchasing vacation ownership before exiting. Completes the sale as directed by management.
Uses approved sales presentation and support materials effectively and exclusively.
Invites the guest to purchase the vacation package according to training specifications and management, conforming to the financial requirements of the Package. 
Completes all appropriate Explorer Package Holder documents and follows all approved closing and settlement procedures.
Maintains the highest level of company and competition product knowledge by attending all required training sessions.
Adheres to all established Sales, Marketing, and corporate policies, procedures, and position requirements for licensures, certifications.

Candidate Profile

Successful candidates should possess knowledge and experience and demonstrate strong leadership and relationship skills as follows:

Generally, a professional position with specific knowledge in a discipline (e.g., Accounting, Human Resources, Information Resources). College degree and/or relevant experience typically required.

Specific Candidate Profile

College Degree and/or Hotel Management degree preferred.
Bilingual, ability to speak English and Spanish, fluently.
Work ethic and integrity in presenting the product as per company guidelines, with no deviation.
Exceptional customer service orientation and skills.
Excellent written and verbal communication skills.
Excellent Computer skills, including but not limited to Microsoft Office.
Using appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea from customers.
Setting high standards of performance for self; assuming responsibility and accountability for successfully completing assignments. Demonstrate accuracy and thoroughness; Look for ways to improve and promote quality; Apply feedback to improve performance; Monitor own work to ensure quality; Prioritize and plans work activities; Use time efficiently; Set goals and objectives.
Show respect and sensitivity for cultural differences; promote a harassment-free environment.
Be consistently at work and on time; Arrive at meetings and appointments on time.
Proven time management skills.
Proven ability to work in a team environment and interact with all levels of the organization.
Ability to work flexible hours and days. It is anticipated that the position will require working a provided schedule. Occasionally holidays and/or a six- or seven-day work schedule will be required.
Stands, sits, or walks for extended periods. Ability to climb stairs.
Moves, lifts, carries, pushes, pulls, and places objects weighing less than or equal to 35 pounds without assistance.

Competencies, Basic Skills, and Personal Characteristics

Building Relationships

Coworker Relationships - Interacting with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
Customer Relationships - Developing and sustaining relationships based on an understanding of customer needs and actions.

Learning and Applying Personal Expertise

Applied Learning - Seeking out and making the most of learning opportunities to improve performance of self and/or others.
Actively seeks and participates in learning activities; gains knowledge, understanding, and skill; applies knowledge or skill; welcomes performance feedback.
Applied Business Knowledge - Evaluating market dynamics, enterprise level objectives, and important aspects of the business to accurately diagnose strengths and weaknesses, anticipate opportunities and risks, identify issues, and develop strategies and plans. Aligning individual and team actions with strategies and plans to drive business results.

Basic Competencies

Job Specific Computer Skills - Using computer hardware and software specific to job (e.g., MARSHA, PMS, SFA, NGS, Delphi, Point of Sale, HR technology).
Mathematical Reasoning - The ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
Writing - Communicating effectively in writing as appropriate for the needs of the audience.

Functional Job Family Competencies

Devising Sales Approaches and Solutions - Trying different and novel ways to deal with sales challenges and opportunities; taking courses of action or developing sales solutions that appropriately consider available facts, constraints, competitive circumstances, and probable consequences.
Sales Call Facilitation - Ensuring that a call serves its sales objectives, maximizing the productiveness of interactions by monitoring and building on customers' cues.
Sales Ability: Persuasiveness - Using appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea from prospects and clients.
Sales Disposition - Demonstrating the traits, inclinations, and outlooks that characterize successful salespersons; exhibiting behavior styles that facilitate adaptation to the demands of the sales role.
Supporting Sales Implementations - Supporting customers during the implementation of sales contracts; seeking and taking appropriate actions on customer feedback; taking responsibility for customer satisfaction and loyalty.
Sales Opportunity Analysis - Understanding and utilizing economic, financial, industry, and organizational data; accurately diagnosing customers' business strengths, weaknesses, and key issues that can inform sales strategies and plans.

The job description is descriptive but not limiting.

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Hyatt Vacation Ownership is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.