Job Description
Job Description
DEPARTMENT: Tour Desk
TITLE: Lead Coordinator, Welcome Center
CATEGORY: Non-Exempt
REPORTS TO: Office Manager
WHO WE ARE
Spinnaker Resorts develops, markets and provides property management for 12 resorts that offer different experiences, as each location has unique topography and local flavor. From the low-key coastal paradise of Hilton Head Island, South Carolina, to the sunny shores of Ormond Beach, Florida, to the neon and natural draw of the Ozarks in Branson, Missouri, or to the historical charm of Williamsburg, Virginia – Spinnaker Resorts has developed resorts that our owners and guests love to return to after previously experiencing vacation days filled with leisure and exploration.
An award-winning vacation ownership company, Spinnaker Resorts offers a variety of opportunities for talented individuals who seek a rewarding career in helping make vacation ownership dreams come true. What makes us memorable, in addition to our excellent quality accommodations, amenities and property management, is our company’s exceptional customer service and dedication to our owners and guests.
As we continue to expand our operations, consider starting a career with a company made up of over 600 industry professionals dedicated to one common goal: providing our owners and guests with the most extraordinary vacation experience possible.
Click here to meet the Spinnaker Family! Testimonials from team members from various locations and roles. Could you see yourself joining our team?
JOB DESCRIPTION SUMMARY
The primary focus of the Lead Coordinator, Welcome Center is to check-in guests here on a marketing promotion, set up the tour times, provide concierge services and make a great first impression on behalf of Spinnaker Resorts. Present a cordial and professional manner to guests and provide excellent customer service while maintaining a pleasant working atmosphere.
DUTIES & RESPONSIBILITIES
- Maintain a creative, upbeat and fun atmosphere at the Welcome Center
- Ensure all guests arriving on marketing packages are accommodated and accounted for
- Assist with the registration (check-in) for mini-vacation participants
- Ensure guests checking in meet tour qualifications
- Assemble Welcome Packets
- Update guest demographic information in CRMS/SPI
- Record keeping of tour schedules including data entry and updates of tour information in CRMS/SPI
- Oversee off property accommodations as needed
- Contact guests prior to arrival, manage expectations
- Complete any daily or weekly reports as needed in a timely and accurate manner
- Manifest Local Promotion and Day Drive tours in a timely manner
- Communicate basic information with the Local Promotion team via manifest (changes in tour times, no shows, etc)
- Communicate between departments to be sure we are prepared for mini-vacation arrivals to Spinnaker Resort, which may include Telemarketing Centers, Hotels, Condos, Property Management and Tour Desk
- Conduct weekly inventory of promotional materials and gifting supplies
- Offer concierge services to all resort and mini-vacation guests. To include, but not limited to information about the area, booking golf tee times, restaurant reservations and ticket sales
- Provide excellent hospitality and customer service to all guests
- Perform other related duties and special projects as requested
- First point of contact for upper management
- Schedule Welcome Desk staff with manager’s approval
- Coordinate stationery and office supply order for Welcome Desk
- Assist with annual Staff Evaluations for the Welcome Desk
- Ensure all Welcome Desk policies are adhered to
- Assist in training all new Welcome Desk staff
- Communicate essential information to other team members
- Communicate effectively with telemarketing teams on site issues or any other unforeseen problems
- Ensure all reports are completed at the end of each day and emailed to appropriate individuals
- Ensure that Local Promotion alerts and communications are sent out in a timely manner
- Take the lead in problem solving a handling guest’s 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.
BENEFITS (if eligible)
- Weekly Pay and Direct Deposit
- Health Insurance (Medical/Vision/Dental)
- Company-Paid Life Insurance
- Paid Time Off (PTO) Program
- Paid Vacation and Holiday Pay
- 401 (K) Retirement Plan with a Company Match (based on eligibility)
- Employee Wellness Programs
- Fitness Center Reimbursement
- Ongoing Professional Development Opportunities
- Employee Family & Friends Discounted Stays
- Various Employee Discounts (Local Businesses and National Retailers)
- Employee Recognition and Appreciation Events (Annual Employee Picnic & Holiday Party)
- Company-Supplied Uniforms and Equipment (Applicable Positions)
- Flexible Work Schedules