Tour Desk Agent

JOB DESCRIPTION SUMMARYThe position is responsible for overseeing the daily operations of the Welcome Center and Tour Reception desk(s). Present a cordial and professional manner to guests and provide excellent customer service maintaining a pleasant working atmosphere.DUTIES AND RESPONSIBILITIESPerform all operational opening and closing functions for the Welcome Center and/or Tour Reception desksReconfirm arrivals via phone and prepare arrival packetsUpdate guest demographic information in SPICheck in all guests arriving on “mini vac” packagesQualify guests upon arrivalObtain referrals from tours and “mini vac” arrivalsDistribute gifting premiums to pre-gifted toursGreet all inbound tours Record sales attendanceResolve concerns/challenges related to tour qualifications and gifting eligibility, distribute gifts as appropriatePerform audits of premiums to ensure control of inventoryCheck in/out tours, data enter sales personnel and update tour information in SPIPerform data entry audits of tour information and distribution of gifts in SPI for accuracySell tickets & make reservations at area restaurants and attractionsSend daily recap reportsPromote and encourage a teamwork environment daily Participate in company trainings as requestedCover other tour desks and locations if necessary or as seasonal volume shiftsProvide excellent hospitality and customer service to all property guestsMaintain open and positive communication with other site departments such as sales, marketing, and operations to ensure resolution of any customer issuesPerform other related duties & special projects as requested by managerMaintain an appropriate and neat appearance of the daily uniformKNOWLEDGE, SKILLS, AND ABILITIES REQUIRED HS Diploma or GED equivalent. Significant experience may substitute for educationAbility to establish priorities, work independently, and proceed with objectives Ability to communicate effectively, both orally and in writingExcellent computer skills to include MS OfficeAttention to detailPositive and friendly attitudeMaintain an organized and professional workspaceExcellent work ethic to include dependability, ownership of tasks to completion, appropriate sense of urgency, willingness to assist others and trustworthinessFlexibility on availability – the ability to switch work schedule based on seasonal volume and/or coverage for co-workersAbility to adapt to changing environment OPTIONAL SKILLS A PLUS Knowledge of Spinnaker Resorts and/or the timeshare industryHospitality experience a plusPrior experience in sales/customer serviceWORKING CONDITIONS AND ENVIRONMENTPhysical 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 DayWorking Conditions:Full time position. Varied work schedules to include 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.