JOB DESCRIPTION SUMMARY
The primary focus of this position is to check-in guests arriving on marketing promotions, setup tour times and make great first impression on behalf of Spinnaker Resorts.
LEAD PERSON RESPONSIBILITIES:
- Maintain and promote a creative, upbeat, and fun atmosphere
- Perform duties of Marketing Admin as needed
- Assist with daily operations & tasks at Tour Reception & Welcome Center
- Ensure all guests arriving on marketing packages are accommodated and accounted for
- Manage weekly referral goals and motivate team to obtain set goals
- Manage weekly trade up log and incentivize team to enhance team performance
- Ensure mini vacation guests, as well as other tour segments, meet tour qualifications
- Create a Daily Tour Manifest and provide to Sr. VP, Sales & Marketing
- Oversee tour flow reports – daily and weekly
- Oversee daily tour scheduling for mini vacation arrivals
- Oversee data entry in CRMS and perform regular audits to ensure accuracy
- Ensure gifting inventory and premiums balance daily
- Conduct weekly inventory of promotional materials and supplies, to include gifting, food, and office
- Perform monthly inventory counts with Manager, Administration
- Assist Sales leadership with daily rotation requests as needed
- Record tour schedules, including data entry and updates of tour information, in CRMS
- Assist with off property accommodations as needed
- Communicate necessary information with the In-house Marketing Manager and team (alert tour times, no-shows, tour issues, etc.)
- Communicate between departments to ensure preparation of mini vacation arrivals to Spinnaker Resort, which includes telemarketing centers, hotels and condos, property management & tour desk
- Prepare weekly reports and submit to site & corporate leadership as directed
- Assist with scheduling and training of Marketing Administration team as directed by manager
- Assist upset guests and handle guest complaints, alert site leadership to assist when necessary
- Maintain and promote open, positive communication with site leadership and corporate office
- Provide excellent customer service to all visitors
- Communicate essential information to other team members and give direction/delegate as needed
- Clear and timely communication with all site departments on all issues that may arise
- Ensure all reports are completed at the end of each day and are emailed to the appropriate individuals
- Ensure all various weekly vendor invoices are completed and sent to Manager, Administration for review and submission
- Work closely with management and assist Manager as directed
- Perform other related duties, new tasks and special projects as requested, provide directives to staff members when needed
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
OPTIONAL SKILLS A PLUS
- Knowledge of Spinnaker Resorts and or the timeshare industry