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Marketing Concierge Supervisor in Las Vegas, NV at Diamond Resorts

Date Posted: 8/9/2018

Job Snapshot

Job Description

JOB SUMMARY   
The Concierge Supervisor is responsible for fulfilling the needs and requests of the guests throughout the duration of the their stay and assists the Marketing Manager in departmental needs and communication.  The Concierge Supervisor will utilize extensive knowledge of various dinner, travel, tour and/or activity options offered at the Concierge Desk. 

ESSENTIAL JOB FUNCTIONS
  • Schedules prospective guests for an on-site Sales tour of the property.
  • Assists guests in making reservations or special arrangements, as requested.
  • Teaches the Marketing pitch to Concierge team members.
  • Assists fellow Concierge team members with the Marketing pitch and takes over when needed.
  • Ensures and maintains integrity of the Marketing pitch through training.
  • Maintains proficiency in AIdesk, helps to resolve issues immediately.
  • Tracks and reconciles daily receipts from activities sold.
  • Accurately reconciles and reports monies collected on a daily basis.
  • Ensures credit card transactions and cash collected are turned in at the end of every shift.
  • Assists staff with all aspects of close-out paperwork.
  • Establishes and maintains goals according to budget.
  • Fills in for the In House Marketing Manager in his/her absence.
  • Covers shifts when Concierge team members call off, and continues over on the following shift if needed.
  • Operates office machinery (i.e., computer, copy machine, fax machine).
  • 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 customer service field required.
  • A minimum of six (6) months of supervisory experience in the customer service field required.
SUPERVISORY RESPONSIBILITIES
Provides immediate supervision to direct reports.  Oversees 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
  • Timeshare Representative License - must be state-specific.
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 maintain a productive shift and schedule.
  • Ability to teach and lead by example.
  • Ability to follow instructions.
  • Exceptional telephone etiquette.
  • Computer proficiency in Microsoft Word, Excel and Outlook.
  • Understands how to develop and implement business strategies.
  • Ability to interpret and create policies, procedures and manuals.
  • 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.
  • 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.
  • Competent in public speaking.
  • Intermediate math skills.
  • Cash handling skills (the ability to count currency, make and count back change).

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