Lead Front Desk Coordinator
Job Description
Job Description
Department: King’s Creek Tour Desk
Title: Lead Coordinator, Tour Desk
FLSA: Non-Exempt
Reports To: Office Manager
JOB DESCRIPTION SUMMARY
The primary focus of this position is to handle all tasks related to tour flow at the Sales Center. Present a cordial and professional manner to guests and provide excellent customer service while maintaining a pleasant working atmosphere.
DUTIES & RESPONSIBILITIES
- Perform all operational opening and closing functions for the Tour Reception desk
- Set up and coordinate breakfasts and lunches for tour waves
- Greet all inbound tours
- Update guest demographic information in SPI
- Obtain referrals from tours and mini-vacation guests
- Coordinate tour schedule for Sales; identify slots available on Sales Rep schedule.
- Record sales attendance
- Resolve concerns/challenges related to tour qualifications and gifting eligibility, distribute gifts as appropriate
- Perform audits of premiums to ensure control of inventory
- Put out Food and Beverages for tours
- Check in/out tours, data enter sales personnel and update tour information in SPI
- Perform data entry audits of tour information and distribution of gifts in SPI for accuracy
- Send daily recap reports
- Cover other Tour Desks and locations if necessary or as seasonal volume shifts
- Provide excellent hospitality and customer service to all guests
- Maintain open and positive communication with other site departments such as sales, marketing and operations to ensure resolution of any customer issues
- Perform other related duties and special projects as requested
Lead Person Responsibilities
- First point of contact for upper management
- Schedule Tour Desk staff with manager’s approval
- Create weekly Food and Beverage orders with manager’s approval
- Coordinate stationery and office supply order for Tour Desk
- Assist with annual Staff Evaluations for the Tour Desk
- Ensure all Tour Desk policies are adhered to
- Assist in training all new Tour Desk staff
- Communicate essential information to other team members
- Communicate effectively with sales managers as to how the line should be run
- Ensure all reports are completed at the end of each day and emailed to appropriate individuals
- Take the lead in problem solving and handling guest complaints
- Conduct weekly gifting/supply inventory and communicate with management
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED
- High School Diploma or GED required
- Proven experience as a lead supervisor, Front Office Manager or Administrative Assistant for 2 plus years
- Advanced knowledge of computers and their various software applications
- Accurate data entry with attention to detail
- Ability to communicate effectively, both orally and in writing
- Excellent work ethic to include dependability, self- accountability, motivation to succeed and consistent work history
- Willingness to take on additional duties as requested by management during work hours
- Ability to deal effectively with conflict and manage difficult guest relation situations
- Ability to multi-task and effectively perform duties.
- Flexibility on availability – the ability to switch work schedules based on seasonal volume and/or coverage for co-workers.
OPTIONAL SKILLS A PLUS
- Knowledge of Spinnaker Resorts and/or the timeshare industry
- Prior experience in customer service
WORKING CONDITIONS AND ENVIRONMENT
Physical Demands:
Primary functions require sufficient physical ability and mobility to work in a front desk setting; to stand for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull up to 30 pounds of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate information.
Vacation:
Vacation is generally unavailable during peak time.
Memorial Day through Labor Day
Working Conditions:
Full time position.
Varied work schedules including evening, holiday, and weekend hours. Occasional overtime may be required based on business demands.
Environment:
Work is performed primarily in a fast-paced environment with frequent interruptions.