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. Present a cordial and professional manner to guests and provide excellent customer service while maintaining a pleasant working atmosphere.
LEAD PERSON RESPONSIBILITIES:
- 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. |
