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Resort Operations Training Specialist in Orlando, FL at Diamond Resorts

Date Posted: 9/20/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Orlando, FL
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    9/20/2018

Job Description

JOB SUMMARY   
Under general direction, the Resort Operations Training Specialist assists the Manager of Room Operations with developing policies and procedures, updating training plans and guidelines, and creating improvements within the Front Office.  The Resort Operations Training Specialist helps ensure the Front Office teams provide the highest level of guest satisfaction while adhering to the quality standards, policies and procedures, and audit requirements of Diamond Resorts.

ESSENTIAL JOB FUNCTIONS
  • Effectively handles requests and inquiries from Front Office team members.
  • Provides assistance when requested by Corporate business partners.
  • Ensures Quality Assurance Standards of Hospitality are provided to all guests and visitors on property and/or via telephone.    
  • Complies with Corporate initiatives and policies including Quality Assurance initiative.
  • Creates training plans and training guidelines for all Front Office positions.
  • Implements new training programs to the Front Office team.
  • Conducts training at the resorts, via webinar, on the phone, or through e-mail.
  • Creates policies and procedures for Resort Operations.
  • Works with the Training department to assist in creation of computer based training modules (CBT).
  • Contributes as a member of the Customer Journey Task Force.
  • Performs property and room inspections as required.
  • Makes recommendations to management regarding development and corrective action of team members.
  • Consistently practices the Resort Operations Fundamentals® and maintains the highest standards of professionalism when interacting with fellow team members, management, owners, members and prospects.
  • Assists with tracking and monitoring resort metrics, such as Post Departure Surveys.
  • Assists and trains additional departments as requested or required.
  • 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 five (5) years of experience in the customer service management or training and development field required.
  • No supervisory experience required.
SUPERVISORY RESPONSIBILITIES
  • This position does not include any supervisory responsibilities.
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:
  • 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.
  • 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.
  • Competent in public speaking.
  • Performs well with frequent interruptions and/or distractions.