What are the responsibilities and job description for the Vacation Planner Supervisor position at Palmetto Dunes Oceanfront Resort?
Description
This position embodies the Greenwood Communities and Resorts mission, values, and customer service philosophy in all interactions. The role supports guests throughout the entire vacation planning experience, handling both front desk and call center responsibilities to ensure exceptional service from first contact to booking. Success in this role requires a consistently positive, solution-oriented mindset and a collaborative approach to teamwork.
ESSENTIAL JOB FUNCTIONS
- Create a welcoming and professional first impression of Palmetto Dunes Oceanfront Resort.
- Manage inbound/outbound calls, inquiries, RFP’s, bookings for accommodations, golf and activities.
- Respond promptly to incoming leads across multiple channels (phone, online, chat, text).
- Track and follow up on leads using established sales and lead management protocols.
- Cross-sell resort wide services, activities and merchandise.
- Assist with daily departmental operations while fostering a positive, collaborative team environment and provide outstanding customer service.
- Adhere to and meet all department sales training techniques and requirements.
- Collaborate with the Revenue Manager to provide leadership, support Vacation Planners, and ensure compliance with company policies and procedures.
- Serve as Revenue Manager backup when needed, including participation in meetings and leadership duties.
- Support onboarding and continuous training of new and current associates, reinforcing service standards and teamwork.
- Provide weekly reporting for department.
- Assist with guest service recovery and provide guidance to associates when necessary.
- OTA & Wholesale Inquiries – Provide quotes, answer inquiries, assist in booking
- Assist with guest correspondence through the Resort App, Inquiry Forms and Homeaway/VRBO platforms.
- Perform additional duties as needed to support department objectives.
Requirements
GENERAL QUALIFICATIONS: EXPERIENCE, KNOWLEDGE, SKILLS
- Minimum of two years of reservations or front office experience (supervisory experience preferred)
- Flexible availability, including weekends and evenings (no overnight shifts).
- Strong written and verbal communication skills.
- Professional and courteous phone etiquette.
- Knowledge of local area, including Palmetto Dunes.
- Knowledge of resort activities.
- Ability to multi-task and work in a fast-paced environment.
- Proven sales experience required.
- Proficiency in Microsoft Word, Excel, and Outlook.
- Demonstrate a consistently positive, professional, and solution-focused attitude; works collaboratively across departments; contributes to a respectful, supportive, and high-performing team culture.
EDUCATION/LICENSURE/CERTIFICATIONS
- High School Diploma or equivalent
WORK ENVIRONMENT
- Primarily in-office setting.
- Extensive phone and computer-based communication.
- Flexible schedule required, including a mix of opening and closing shifts.
- Weekends are required.
SENSORY/PHYSICAL/MENTAL REQUIREMENTS
- Ability to sit or stand for extended periods.
- Maintain a professional appearance and demeanor.
- Pleasant and engaging phone presence.
- Excellent communication skills.
- Strong organizational skills and attention to detail.