Senior Manager – Preview Centre

Job Location:

Minor Vacation Club is a vacation ownership programme offering Points Owners flexible access to a diverse portfolio of holiday destinations and experiences worldwide. Through a points-based model, members can enjoy stays at Club Resorts in key leisure destinations, as well as access to thousands of affiliated resorts and hotels globally through partnerships with leading hospitality brands and timeshare exchanges.

Beyond accommodation, Minor Vacation Club curates a wide range of lifestyle experiences — including dining, leisure, and family-friendly activities — designed to enrich every holiday. Operating under the Minor Vacations umbrella, the Club represents an evolved approach to vacation ownership, focused on greater choice, flexibility, and long-term value for its global community of Points Owners. If you are passionate about creating exceptional experiences and building lasting relationships, Minor Vacation Club is a team with real purpose and ambition.

Company Description

A unique ownership product offering the opportunity for five-star holidays in choice destinations. The vacation lifestyle is yours to explore with Minor Vacation Club and affiliated destinations, from one exotic locale to the next, for your family today and generations to come.

Job Description

Position Overview:

Generates new business and attracts potential owners by reviewing the current book of business and coordinating with the marketing department. Supports the team by providing necessary resources, coaching and training on engagement techniques, offering incentives, resolving conflicts, and managing team performance. Oversees the guest experience and proactively responds to customer concerns.

Key Responsibilities:

Building Customer Base

• Works with marketing and management team to develop strategies for increasing qualified guests
• Supports development of self-generated business by working existing customer base and local community.
• Evaluates and analyses business data to generate more referrals, track pending deals, and address any unclosed opportunities.

Managing the Presentation Experience

• Assists in finalizing agreements as appropriate and acts as a second point of contact for customers.
• Manages the floor to ensure the presentation flow is efficient and conducive to preview presentation discussions and decision-making.
• Provides information to, and answer questions from, guests regarding specific topics related to vacation ownership, seasonal travel and financing options.
• Ensures the accuracy and completeness of transaction documentation.
• Handles any overflow from guest waves.
• Supports the presentation and ratification of contracts to new owners.

General Business Management

• Encourages and supports the establishment of a positive work environment that recognizes both individual and team accomplishments and provides a safe haven for open and honest communication.
• Manages the Guest Experience and the integrity of the brand name by making sure that all team members represent the company in an ethical, moral and professional manner at all times.
• Conducts and/or participates in regular management meetings to review both the week and period performance and make action plans to ensure peak performance of the team while also providing support and feedback to both managers and vacation consultants to ensure the direction of the team and their presentations are aligned to company expectations reducing any concerns of misrepresentations or miscommunication of the product and how the club ownership works
• Mediates, counsels, and resolves in a timely manner any issues with or between subordinates and with colleagues.
• Schedules Preview Center Team to ensure adequate coverage based on anticipated guest flow.
• Conducts and/or contributes to material for Daily Huddles/Line Ups.
• Monitors weekly and period-to-date reports (e.g., volume-per-guest [VPG], Net revenue, Customer Satisfaction, VPVC, hot lead reports, channel reports, and Profit and Loss reports and provide effective motivational messages to preview team based on performance.
• Manages the daily guest  rotation to ensure that it is accurate and in line with SOP.
• Supervises the daily operational aspects of the Preview Center.
• Determines when issue escalation is required to higher management.
• Monitors the availability of product inventory and make sure vacation consultant have an accurate understanding of what can be sold from the portfolio as well as how it should be sold (e.g., to include financing).
• Develops, maintains and enhances the 'Culture of Excellence' in all facets of the Preview Center operation.
• Participating in interviews new candidates for Vacation Consultants and or manager positions with site leader if needed

Providing Services to Others

• Responds to customer questions, complaints, and/or concerns.
• Communicates with customers when escalated issues arise.
• Responds to cancellations with call back to customer.
• Coordinates with Quality Assurance and Contracts to relay important information or issues down to the sales line.
• Develops plans to proactively deal with and mitigate common customer problems/complaints.

Managing and Coaching the Team

• Provides real-time coaching and consultation regarding approach to closing deals (e.g., provision of a specific business)
• Maintains a presence on the floor during presentations  to serve as a resource for vacation consultants when needed.
• Builds team camaraderie and vacation consultants confidence to achieve target goals.
• Conducts Performance Reviews with vacation consultants to review target goals, progress against goals, and actions required to achieve personal and organizational goals.
• Manages the on-boarding of new vacation consultant and ensure proficiency in the presentation process before a vacation consultant is put on the rotation.
• Provides a clear understanding of what is expected of  vacation consultants.
• Conducts one on one coaching meetings with individual vacation consultant to develop proficiency in presentation approach, execution of process (i.e., discovery, intent, close), ability to close, cope with and respond to rejection, etc.
• Delivers training to the team.
• Addresses issues related to employee concerns (e.g., work-place conflict, performance issues).
• Prepares vacation consultant with multiple strategies for overcome a broad range of objections.
• Develops, conducts and supervises regular group training for vacation consultant to refresh on specific aspects of the preview presentation process as well as to develop vacation consultant in other personal/professional areas.
• Facilitates regular training and feedback sessions with new hires.
• Supervises and monitor all preview presentations to ensure effective conformity with standards in terms of content and collateral.
• Accompanies vacation consultant on rides as a means of identifying areas to provide feedback on performance.
• Diagnoses issues with under-performing vacation consultants.
• Plans, implements, and monitors incentive programs (e.g., Special Performance Incentive Funds [SPIFF]) to motivate-drive vacation consultant performance.
• Supports the hiring process by participating in recruiting activities.
• Interprets and coaches vacation consultants based on results of feedback received through formal (e.g., surveys) and informal (e. g. customer conversations) channels.
• Monitors and provides coaching on vacation consultant customer communication skills (e.g., phone behavior and emailing).

Leadership Skills

• Adaptability - Maintaining performance level under pressure or when experiencing changes or challenges in the workplace.
• Communication - Conveying information and ideas to others in a convincing and engaging manner through a variety of methods.
• Professional Demeanour - Exhibiting behavioral styles that convey confidence and command respect from others; making a good first impression and representing the organization in alignment with its values.
• Problem Solving and Decision Making - Identifying and understanding issues, problems, and opportunities; obtaining and comparing information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.

Key Performance Indicators:

Maintain an overall of secretarial work practices

• Ensure all tasks or projects as requested by direct report are well managed and executed effectively
• Ensure training programs materials and presentations tools update, well organised, & trackable
• Delivered all requesting reports & special assign tasks in a timely manner

Functional Job Family Competencies

• Coaching - Providing timely coaching, guidance, and feedback to help others excel on the job and meet key accountabilities.
• Sales and Marketing - Knowledge of sales and marketing concepts including principles and methods for showing, promoting and selling products or services as well as marketing strategies and tactics.
• Sales and Marketing and Operations - Ability to understand the business needs and basic concepts of Sales and Marketing and Resort Operations in order to build a positive and collaborative working relationship.

Qualifications

Education &/or Experience:

• Proficiency in English (additional language required for certain positions)
• Incumbent is required to maintain an active and in-good standing
• Related vacation ownership experiences

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