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Marriott Vacation Club’s Sales Operations Team

Gold Stevie Award Winner 2012, Click to Enter The 2014 American Business Awards

Company: Marriott Vacation Club
Company Description: Marriott Vacations Worldwide Corporation is the leading global pure- play vacation ownership company offering a diverse portfolio of quality products, programs and management expertise with more than 60 resorts and more than 420,000 Owners and Members. In late 2011, Marriott Vacations Worldwide was established as an independent, public company focusing primarily on vacation ownership exp
Nomination Category: Sales Awards Team Categories
Nomination Sub Category: Sales Operations Team of the Year

Nomination Title: Marriott Vacation Club’s Sales Operations Team - A Team That Motivates the Sales Force!

Tell the story about what this nominated team achieved since the beginning of July 2013 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:


For Marriott Vacation Club to be successful it has to have a strong support system in place for its sales force. Marriott Vacation Club’s Sales Operations team does exactly that -- they support their sales force! The company’s Sales Operations team is comprised of many talented people that bring a variety of skills to the table for training and development. Their daily focus is on creating and distributing materials that inspire, train, support and recognize the Sales Executives and field leaders.


The team creates daily inspirational messages (PUSH – Prepare for Unforgettable Sales to Happen – Today!), used by Sales and Marketing leaders as input to morning huddles, as well as being read by Sales Executives individually and are distributed and archived online.


Our SalesManShip curriculum is a three-part approach to new hire training which consists of product skills training, sales skill training and onboarding lessons for new hire Sales Executives. The first component of this three-faceted training approach, product skills training, is a series of 27 blended learning lessons, each with an eLearning component and a manager debrief component. The next training component is sales skills training; a two-week classroom program conducted in Orlando that is facilitated by our Talent Development instructors. The final component is the 52-week onboarding series which is intended to take the new hire Sales Executive beyond the basics, all the way to accomplishing their first award level, Sapphire year.


This training course was developed to help seasoned, Sales Executives take their selling skills to a higher level. It provides specific techniques to help discover the specific emotional needs of the tour guests and to customize the presentation to address those specific needs. It contains powerful modules on relationship building, emotional value, using personalized discovery to uncover emotional buying themes and the power of storytelling within the presentation. It also powerfully focuses on techniques to help the customer to make quicker buying decisions by “starting with why”.

Support course materials were developed to include emotional packaging, participant guides, multimedia video elements and “Why” cards to jumpstart Discovery conversation and infuse emotional based stories into the sales presentation. Each main topic is supported with “Ydraw whiteboard video animations.


One of the vehicles for distributing these materials is the Marketing and Sales Resource Center which is an online resource that provides a “one-stop-shop” of thousands of searchable multi-media and text files. The content of the Marketing and Sales Resource Center addresses a wide variety of learning modalities through media that includes video, interactive simulations, audio/podcasts, photo/image/chart graphics and text.

Another resource is the Customer Acquisition and Servicing Newsletter which is published quarterly, and provides a message from the Executive Vice President and Chief Sales and Marketing Officer, Brian Miller. The newsletter includes highlights from the Marriott Vacation Club Destinations™ program, information on product enhancements, updates on SalesManShip training, and information on top sales producers in the field.


It is important to recognize your Associates that are top sales performers and the Sales Operations Team has set up many ways for this to be done. One way is through the Weekly Sales Executive and Marketing Recognition Biographies which are published on the Marketing and Sales Resource Center site. This weekly recognition provides each site, on a rotational basis, the opportunity to recognize and introduce a top performer to the organization. The leaders of MVC understand the need for bona fide employee recognition in the true spirit of the Marriott culture. They pride themselves in the extensive recognition programs they have in place for sales, leadership and resorts.


The efforts of this team cannot go without recognition because of the time and effort they put into every project they are involved in. They truly are dedicated to the work they do in supporting the Sales Executives and their leaders in the field.

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