Manager I Owner Exit Services

Generic Position Summary

As a member of the professional staff, contributes general knowledge and skill in a discipline area (e.g. Accounting, Finance, Human Resources, Information Technology, Resort Operations, Sales & Marketing) to support team and/or department objectives.  Generally, works under close supervision or within well-established guidelines to complete routine tasks. 

Specific Job Summary

The Manager I, IRM Owner Exit Services will be the primary contact for owners looking to divest their timeshare interest. The Manager will have a good understanding of the timeshare business as well as the real estate licensing laws and Division of Real Estate Administrative Codes of Florida and other states as necessary to be able to respond to Owner correspondence, discover the core reasons for their desire to sell the timeshare and prescribe a course of action that makes the most sense for the Owner.  The Manager will execute the agreed upon plan, including the initiation of purchase agreements and real estate listing agreements.  In addition, the Manager will track and manage the timeshare weeks and beneficial interests that are in the process of being sold, including coordination with the title company on a timely closing.

This position will act as the Company’s representative within the scope of the Transaction Brokerage relationship as outlined in the listing agreement and will be required to maximize the amount of outbound telephone calls per day, handle inbound calls and compose replies to emails. Minimum Performance Standards to be determined.

Generic Expected Contributions

• Develops operating plans and workable business processes for own department in alignment with function strategy.

• Manages larger business processes and/or projects, setting priorities and measurable objectives, monitoring and reporting on the process, progress, and results. Typically influences the work of cross-functional or extended teams.

• Responds to, solves, and makes decisions on business requests that have broader department impact and/or moderate risk.Presents alternative solutions to business issues by leveraging the broader organization.

• Works to enhance the organization’s capabilities through effective staffing and development of others by:

  • Anticipating staffing requirements by comparing business needs with the strengths and weaknesses of existing staff.

  • Using appropriate MVW interviewing tools to hire the best managers available from inside or outside.

  • Setting and maintaining high standards for team and individual performance.

  • Providing timely coaching and feedback.

  • Making and rewarding distinctions in performance.

  • Assists more senior associates in achieving business results by:

    • Acting in a consultative fashion to implement programs impacting the broader organization.

    • Assisting in the development and communication of broader organizational goals.

    • Achieving results against budget within scope of responsibility.

    • Taking calculated risks to move the department or team forward.

    • Developing and using systems to organize and keep track of information.

    • Balancing the interests of own group with the interests of the organization.

    • Working with others to identify and remove barriers to success.

  • Readily critiques own behavior to acknowledge mistakes and improve future leadership performance and acts independently to improve and increase skills and knowledge.

  • Performs other duties as appropriate.
    
    Specific Expected Contributions
    
    Ownership Exit Services

  • Functions as front line / owner facing interactions counseling exit options.

  • Acquire and maintain comprehensive working knowledge of all Resale Operations business applications, owner offers and working knowledge our inventory strategy.

  • Handles inbound and outbound owner phone calls and emails.

  • Performs duties with limited supervision.

  • Interview clients via the telephone and/or emails.

  • Employ qualitative and quantitative reasoning within a discovery process.

  • Evaluate owners’ reason for wanting to sell.

  • Articulate the costs and benefits of owning timeshare for existing clients.

  • Educate owners on Marriott Vacations Worldwide (MVW) products and usage options.

  • Deliver professional, concise, and persuasive messages to owners, while remaining focused on their needs and expectations.

  • Recommend a specific course of action to owners, including a brokered listing, inventory repurchase and/or external resource options.

  • Document all correspondence, plan of action as well as all action that was taken.

  • Ensure use of the proper listing agreements.

  • Ensure all listing agreements are complete and accurate, including accurate pricing.

  • Manage to completion, the agreed upon plan including coordination with the sales and marketing teams as well as the New Owner Administration Dept.

  • Manage specific outbound resale campaigns for completeness and track performance.

  • Act as a licensed salesperson in accordance with the Transaction Brokerage relationship pursuant to the listing agreement.

  • Utilize a computer to effectuate real estate sales contracts and real estate listing contracts.

  • Follow-up with clients on prescribed course of action to ensure satisfactory resolution.

  • Acts as SME in specialized area.

  • Supports Department leaders.
     

    Generic 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 and experience in a discipline (e.g., Accounting, Human Resources, Information Technology) as well as associate management experience.  College degree and/or relevant experience typically required.

    Specific Candidate Profile

    Education

  • Minimum 1-3 years related work experience is required.

  • Timeshare/Hospitality/lodging industry experience a plus. MVW or Hyatt-specific knowledge, an advantage.
     

    Certifications/Accreditations

  • Possession of a State real estate salesperson license for the respective state (e.g. Florida, California etc.) is required.If not currently certified, the Manager must be certified within 90 days of starting work in this role.
    
    Experience

  • Minimum 1-3 years related work experience is required.

  • Timeshare/Hospitality/lodging industry experience a plus. MVW or Hyatt-specific knowledge, an advantage
    
    Skills/Attributes

  • Demonstrable understanding of the real estate sales process is required.

  • Successful candidates will possess the ability to think quickly and multi-task.

  • Verbal communication is mandatory, with an ability to clearly articulate messages and explain complex ideas clearly and concisely to ensure understanding to a variety of audiences.

  • Excellent active listening and written communication skills.

  • Must have a desire to sell.

  • Must be a strong individual contributor as well as a team player with the ability to work collaboratively with MVW associates across all disciplines.

  • Exceptional work ethic, detail-oriented and be competitive in a self-directed environment. Must have a positive attitude and be energetic.

  • High degree of integrity in dealing with confidential business information; confidence and trustworthy with a genuine concern to balance both the company and the customer needs, be eager to take action on direction from supervisor and/or the marketing and sales management teams.

  • Must have ability to quickly build rapport and trust.

  • Ability to process paperwork, reports and computer data, that requires visual observation, accuracy and keen attention to detail.

  • Must be able to add, subtract, multiply and divide common numbers and decimal numbers and to be able to compute percentages.

  • Good working knowledge in Office 365 suite of applications, especially Microsoft Outlook, Word, Excel, Access, PowerPoint, SharePoint, Internet Explorer/Edge and One Drive is preferred.

  • Ability to work a scheduled shift, but occasionally extended or additional day/night work schedules may be required to meet Owner expectations.

  • Bilingual capability (English and Spanish) preferred.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.