Wyndham Vacation Ownership WVO Training Team
Company: Wyndham Vacation Ownership, Orlando, FL
Company Description: Wyndham Vacation Ownership is the world’s largest vacation ownership business and has developed or acquired more than 200 vacation ownership resorts in North America, the Caribbean and the South Pacific, representing approximately 24,000 individual vacation ownership units and more than 900,000 owners. Headquartered in Orlando, FL, the company is supported by more than 17,000 associates globally.
Nomination Category: Sales Awards Team Categories
Nomination Sub Category: Sales Support Team of the Year
Nomination Title: WVO Training Team
Tell the story about what this nominated team achieved since the beginning of July 2014 (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:
Wyndham Vacation Ownership’s Sales Training Team blew this year’s sales possibilities wide open by creating, implementing, improving, and standardizing a whole new approach to indoctrinating new hires into the company sales process. They recognized that new sales associates required a huge investment of time, energy, and resources. They knew there had to be a better way to protect that investment; not allowing new hires to fall prey to discouragement, turnover, or (worst of all) a lack of ethical standards. And they knew they had to come up with systems that could be utilized across all three of their company brands.
With these goals in mind, they created two strategic processes:
1. Utilize a classroom-to-floor procedure, giving trainers the ability to T.O. tables behind their new hires;
2. Create the Jumpstart program, keyed to giving individualized and focused attention on struggling sales associates, whether new or experienced.
These new sales processes and follow-up training procedures are not only critical in maintaining ethical standards in the way every associate sells across all company brands, they help to reduce turnover — all while creating highly-motivating early money for new hires. The proof of the success of these processes is in the sales figures. The tireless efforts of this determined training team have delivered more than $75 million in unbudgeted revenue, and an additional 1,600 new owners for 2015.
One of the most admirable — and unique — features of this training team is they took on all aspects of training and follow-up for 1,400+ new sales associates throughout 2015. They administered one-on-one training, teamed up for “ride-alongs,” and performed hours of power training with new hires and existing sales reps when needed, often coaching long into the night after everyone else had gone.
The members of this exceptional training team have also mentored managers, held forums on the tips and tricks of closing, filled manager gaps as they opened up due to vacations or relocations, and often stepped in to act as site leaders. It is no surprise the members of this team are often the first choice when filling open leadership roles within Wyndham Vacation Ownership.
When it comes to the classroom-to-floor-process, this sales training team follows their students every step of the way. Trainers facilitate a two-week classroom new-hire on boarding process. Upon graduation, trainers follow the new hires to the sales floor for up to two weeks. Trainers team with trainees for “ride-alongs,” sitting in on the back end of presentations in place of managers. The personalized attention given by this training team creates a faster revenue stream for new hires, providing encouragement for them and benefiting the sales site as well.
Even with this individualized training, not all new hires will flourish. That’s where the new Jumpstart program kicks in.
At the end of every month each trainer pulls both a 30-day and year-to-date VPG report for their site to determine who is performing below budget. This is first formal training of this type in the vacation ownership industry to include monthly metrics.
After examining these reports, each trainer chooses three to five underperforming reps. They benchmark the previous 30-day VPG, close percent, tours, and volume of the people they have selected. Each trainer is then responsible for the reps’ training, mentoring, coaching, and development for the next 30 days. This sort of highly personalized focus produces almost immediate results, giving the sales rep a fresh set of tools and renewed sense of confidence.
By looking at training and continuing education with a new set of eyes, this sales training team achieved spectacular results — saved careers, lowered attrition and achieved additional unbudgeted $75 million in sales revenue and 1,600 new owners so far. When you protect your investment in your new hires and sales associates, you protect your company. It's as simple, and as profound, as that.