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Lead Tour Receptionist in San Diego, CA at Diamond Resorts

Date Posted: 2/19/2018

Job Snapshot

Job Description

JOB SUMMARY    
The Lead Tour Receptionist is responsible for training and supervising the Tour Desk staff; graciously welcomes and check-in clients arriving for a sales presentation and coordinates the sales line (rotor), properly assigning clients to sales agents.  The Lead Receptionist is responsible for daily data entry of tours, and updating & maintaining all tour reports and balances the good faith fund.
ESSENTIAL JOB FUNCTIONS
  • Trains and supervises all Tour Desk team members.
  • Creates, updates and manages Tour Desk staff schedules.
  • Graciously welcomes and checks-in clients arriving for a sales presentation.
  • Obtains necessary information from client to ensure accurate segment assignment.
  • Correctly assigns client to appropriate sales agent based on specific type/rotor.
  • Prepares for scheduled tour arrivals through the preparation of survey sheets; assures owner information has been prepared in advance; note available agents on rotor for client assignment.
  • Identifies which clients provided a “good faith deposit” and process upon checking in for tour.
  • Coordinates the sales line, properly assigning clients to sales agents and updating tour information.
  • Updates and keep track of all tour results & gifts provided.
  • Manages, account for and reconciles good faith monies.
  • Refunds deposits.
  • Prepares client booked vs. showed reports for each tour wave in an accurate and timely manner.
  • Updates tour information into Atlas specifically through check-in, agent assignment, tour credit, etc.
  • Verifies tour information in Atlas is correct through the process of running reports and verifying data.
  • Researches and prepares tour information for the following four (4) days based on wave, tour type and sales agent pre-assignment.  Update and distribute report twice daily.
  • Provides superior customer service in accordance with the Company DRIven to Excellence standards.
  • Consistently practice the Meaning of Yes® and maintain the highest standards of professionalism when interacting with fellow team members, management, owners, members and prospects.
  • Operates general office machinery (i.e., computer, copy machine, fax machine, etc.).
  • Completes all required company trainings and compliance courses as assigned.
  • Adheres to company standards and maintains compliance with all policies and procedures.
  • Performs other related duties as assigned.
EDUCATION
  • High School Diploma or equivalent.
EXPERIENCE
  • A minimum of six (6) months of experience in the Hospitality, Administrative and/or Timeshare field required.
  • A minimum six (6) months of supervisory experience in the Hospitality, Administrative and/or Timeshare  field required.
SUPERVISORY RESPONSIBILITIES
Provides immediate supervision to direct reports.  Oversee and controls the work performance of others in a close working relationship, often in the same room or close proximity.  A portion of the time may be spent performing individual tasks similar to those performed by direct reports.  May participate in the interview, selection and training processes as assigned.  May be responsible for assigning work to direct reports, reviewing results in accordance to policies and procedures, and providing recommendations to management.
LICENSE & CERTIFICATIONS
  • This position does not require licenses or certifications.
SKILLS & ABILITIES
This position requires the capability to understand and follow both oral and written directions as well as knowledge and usage of correct business English and 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:
  • Ability to lead and mentor a team.
  • Working knowledge of hospitality or sales/marketing data systems.
  • Outgoing, friendly personality.
  • Typing skills.
  • Ability to make decisions quickly and accurately.
  • Ability to work with minimal supervision.
  • Ability to take direction from management and adjust to company’s needs.
  • Ability to communicate in English, in both oral and written form.
  • Ability to converse with customers by telephone and in-person.
  • Excellent interpersonal and communication skills.
  • Problem analysis and problem solving skills.
  • Detail oriented.
  • Computer proficiency in Microsoft Word, Excel and Outlook.
  • Excellent customer service skills.
  • Proficient in time management; 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.
  • Able to establish and maintain a cooperative working relation.
  • 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 changing from one task to another of a different nature, with impending deadlines and/or established timeframes.
  • Performs well with frequent interruptions and/or distractions.