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Sales Support Manager in Lahaina, HI at Diamond Resorts

Date Posted: 1/24/2018

Job Snapshot

Job Description

The Sales Support Manager ensures the successful support of operations to the vacation ownership sales effort including assisting the Sales Management team in the implementation of projects and programs while overseeing the tour reception, gifting, and tour host processes.
  • Manages all sales support team members including, but not limited to, recruitment, training, scheduling, motivating, coaching, counseling, payroll submission, and terminations.
  • Prepares and/or submits all necessary new hire, personnel change, and termination paperwork to human resources in a timely manner.
  • Processes new hires (phone list update, sign-in sheet, business cards, pager, email set-up, uniform, gift acknowledgment, etc.).
  • Monitors attendance and training schedules for the Sales department to include tour reception, gifting, vacation counselors, and sales managers.
  • Monitors, updates, and approves team member timecard entries on a timely basis.
  • Provides monthly sales staff reports to the management.
  • Supervises and assists with the tour check-in and check-out process.
  • Ensures accuracy of the rotor management; provides coverage when necessary.
  • Assists management team in day-to-day departmental sales execution and communications.
  • Maintains and updates all internal logs and reporting.
  • Assists with departmental memos and letters.
  • Updates and maintains all sales related Standard Operating Procedures (SOP’s).
  • Supports client customer services (i.e. inbound calls to sales office, additional First Day Incentive (FDI) reports (daily) and other FDI reporting (weekly).
  • Submits weekly FDI chargeback forms to Accounting/payroll.
  • Submits approved Special Performance Incentive Fund (SPIF) requests to payroll and monitor SPIF account balance as required.
  • Coordinates information for national sales contests and sales training.
  • Updates and distribute any price changes to sales team.
  • Maintains control of the Company logo ware inventory for the sales department.  Submits weekly distribution reports as necessary, and submit required chargeback and/or gift acknowledgement forms to payroll.
  • Submits tour trackers as required.
  • Coordinates release of reserve funds through corporate accounting.
  • Assists with Concur reimbursement requests (as delegate).
  • Performs sales and marketing reporting distribution.
  • Performs general office duties including, but not limited to, ordering office supplies and equipment, outgoing mail processing, distributing inbound sales mail, keeping all point of sale forms stocked and updated, initiating check requests and vendor set up, calling for copy repair, and interacting with information technology, facilities, housekeeping and food & beverage as needed.
  • Responsible for completing all required company training 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 administrative support or equivalent is required.
  • A minimum of two (2) years of experience in management/supervisory roles is required.
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 require 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 follows 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:
  • Computer proficiency in Microsoft Word, Excel and Outlook.
  • Ability to operate general office machinery (i.e. computer, copy machine, fax machine, etc.).
  • Excellent customer service skills.
  • Excellent time management skills, including the ability to organize and manage multiple priorities.
  • Ability to take initiative and effectively adapt to changes.
  • Recognizes an emergency situation and takes appropriate action.
  • Ability to establish and maintain cooperative working relationships with internal and external customers.
  • 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 establish timeframes.
  • Performs well with frequent interruptions and/or distractions.
  • Basic mathematical skills, including the ability to calculate percentages and discounts.
  • Accurate cash handling skills (the ability to count currency, make and count back change).
  • Must be able to work a flexible schedule: including nights, weekends, holidays, approved overtime and alternative schedules or shifts as requested by management.


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