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Off Property Contact Manager in San Diego, CA at Diamond Resorts

Date Posted: 2/8/2018

Job Snapshot

Job Description

The Off Property Contact (OPC) Manager is responsible for driving and increasing tour flow by managing all external marketing activities at the designated location(s).  The Manager provides direct management of Lead OPC Agents, OPC Agents and marketing support team members and establishes and maintains marketing strategies to meet organizational objectives. 
  • Recruits, trains, evaluates, coaches, monitors, mentors, and motivates OPC team members.
  • Consistently achieve OPC department’s monthly/annual tours and sales goals as outlined by senior management.
  • Leads department initiatives that will increase productivity to achieve monthly/annual production goals, while maintaining a positive work environment.
  • Initiates weekly one-on-one training with OPC team members and holds monthly staff meetings/trainings to ensure department goals are being met.
  • Trains team members to accurately and effectively deliver a branded and scripted marketing script and area information.
  • Trains team members on the efficient use of marketing software systems.
  • Maintains total site marketing penetration as directed by senior management.
  • Holds team members to individual minimum weekly tour production standards, as set forth in agent compensation plans.
  • Regularly communicates challenges and solutions to upper management.
  • Communicates and coordinates any new initiatives or changes in marketing programs (booking/gifting policies) with sales management.
  • Ensures OPC team members and locations represent high standards of quality:  appropriate and approved work attire on at all times, practice good hygiene for individuals, and professional appearance and organizational cleanliness of locations.
  • Ensures OPC team members consistently have all tools and collateral to perform their job stocked at their respective locations.
  • Creates weekly schedule and consistently distributes to team members by the Friday of each week for the following week.
  • Runs and compiles daily, weekly and monthly reports as directed by management.
  • Processes, reviews and submits accurate team member payroll (including timely approval of paid and unpaid time off requests) in a timely manner using the Company’s time management system.
  • Responsible for attending all In-House, Regional, and staff meetings and trainings, as requested by management.
  • Responsible for completing all required Company trainings and compliance courses as assigned.
  • Adhere to Company standards and maintains compliance with all policies and procedures.
  • Perform other related duties as assigned.
  • High School Diploma or equivalent.
  • A minimum of two (2) years of experience in the vacation ownership industry.
  • A minimum of one (1) year of supervisory experience in the marketing/vacation ownership industry.
This position spends the majority of the time (50% or more) achieving Organization objectives, often through the coordinated achievements of subordinate Staff.  A portion of the time may be spent performing individual tasks related similar to those performed by direct reports, but primary duties are supervisory or organizational-goal centric.  This position analyzes and resolves problems, determines work techniques, monitors for regulatory compliance, maintains production, interprets and creates policies, and demonstrates expertise in department/Sales subject-matter. 
This position establishes departmental goals and objectives, functions with independence, and makes decisions on matters of significant importance.  This position manages Team Members, financial, and/or physical resources; proactively assesses risk to establish systems and procedures to protect organizational assets.   This position also exercises judgment within defined procedures and policies to determine appropriate action; develops systems to ensure subordinate Team Members adhere to policies and procedures in compliance with organizational goals and objectives. 
Specific supervisory duties include, but are not limited to the following:
  • Establishes objectives and goals for the team; plans, organizes and manages work flow.
  • Assigns, monitors, and reviews work; evaluates direct report’s performance.
  • Recruit, interview, train, discipline, and terminate (with HR approval) direct reports. 
  • Orientate and train direct reports
  • Approves time records/time off requests and submits payroll for direct reports.
  • Investigates and resolves concerns and complaints.
  • Provide assistance and support to the site; maintains a positive and professional working environment.
  • This position does not include licenses or certifications.
This position requires the ability to understand and follow both oral and written instruction as well as have knowledge of and properly use Standard English and follow office practices. Must be able to communicate effectively with others, analyze and resolve problems, maintain effective working relationships, and interact successfully with internal and external customers.
Specific skills and abilities include, but are not limited to the following:
  • Knowledge and application of sales techniques such as building rapport, needs/value selling, negotiating and closing the sale.
  • Ability to conduct oneself on a professional and unbiased manner at all times.
  • Must be able to clearly explain the product and Sampler contract.
  • Computer proficiency in Microsoft Word, Excel and Outlook.
  • Understand how to develop and implement business strategies.
  • Excellent customer service skills.
  • Excellent time management skills and the ability to organize and manage multiple priorities.
  • Ability to take initiative and effectively adapt to changes.
  • Able to establish and maintain cooperative working relationships.
  • Ability to interpret and create spreadsheets.
  • Able to use sound judgment; work independently, with minimal supervision.
  • Strong analytical and problem solving skills.
  • Able to perform a variety of duties, often of a different nature, changing from one task to another, with impending deadlines and/or established timeframes.
  • Ability to speak competently and confidently in a public setting.
  • Performs well with frequent interruptions and/or distractions.
  • Intermediate math skills.