Tour Reception Supervisor

**Job Summary**

This role is responsible to ensure consistent levels of customer service are delivered to ensure an excellent guest arrival experience. To facilitate and ensure coordination and effective communication between Sales & Marketing to create a quality guest experience from the initial check in process to completion.

Responsibilities include attaining compliance with business rules, staff scheduling, and policies in all operational areas affecting the Sales and Marketing process, including but not limited to: Sales Operations, Marketing Services. Provide input and support for the Administrative Support Group as well as ensuring all reports and IT programs are updated and run-in compliance with the requirements.

Expected Contributions
- Meets daily with the Marketing and Sales Leadership to assess performance and arbitrate any disputes on Tour status.
- Reports any policy violations and disputes to the Marketing Director.
- Conducts daily, weekly, monthly coaching sessions with Tour Reception staff.
- Ensures all required reporting is completed and submitted on schedule.
- Ensures every shift is scheduled accordingly and that Tour Reception staff are punctual.
- Ensures that all Tour Reception staff are properly attired and supplied with approved collateral and marketing tools as needed.
- Ensures that the Tour Reception area is well kept, professional in appearance, clean and have proper materials and stock.
- Bring to attention to management any incident that may negatively affect operations, Sales and Marketing and relations.
- Ensure Tour Reception is aware of any changes that may affect their work.
- Submit inventory requisitions and follow up as required.
- Be fully trained on all computer Systems that is used by Marketing and Sales.
- Identify, analyze any operational challenge, and provide solutions to correct the deficiency.
- Carries out all reasonable requests by Management of which the employee is capable of performing.
- Ensure high level of support and service to the Sales and Marketing production departments.
- Runs the day-to-day operations of the Gifting process.
- Provides training to the New Tour Reception Hires and keeps updating the Team on any changes on Details of Participation, Systems, and procedures.
- Use and responsible of the Tour Reception Petty cash.
- Understand business rules for Tour statuses and ensure accuracy and timelines of Tour information (shows, qualifies, tours, customer info, etc.) in the Reports.
- Support in researching Encore packages and Owners information.
- Aid in administering Marketing interaction with the guest on the Sales floor.
- Ensure the Systems and reports accurately reflects the Tour status, and the Marketing managers are communicated with each case for proper follow up with the teams.
- Ensure the accuracy, timelines and completeness of all reports that are generated.
- Obtain Sales Executive Availability and communicate information to Marketing Operation Supervisor and update weekly report.
- Submit Weekly/Monthly Audits requested by Finance Department.
- Monitor regular premium offers and gifts per team member.
- Provides Tour Reception Staff reports such as weekly schedule, no shows, vacations, sick leaving.
- Assist Telemarketing team with reports and guest contact measures.
- Research information and resolve related issues.
- Provide support to the Management team in order to meet or exceed budgeted monthly team and location qualified tour flow and sales goals.
- Establish and maintain positive working relationships with Sales Executives, Sales Management and Marketing.
- Accomplish all tasks legally assignable by Supervisors or management.
- Perform Act as “Ambassador of Good will” with all guests, purchasers, and owners.
- Act as a liaison between departments to facilitate strong amicable working relationships.
- Being proactive in spotting trends; positive trends on which to capitalize and negative trends so that they may be mitigated quickly.
- Minimum of three (3) years’ experience in reception or admin role.
- Must possess a strong-willed personality and have integrity above reproach.
- Must be able to communication with a multitude of personality types without losing self-composure or focus on the appropriate objectives to be reached.
- Extensive knowledge of office equipment, computers
- Excellent administrative skills and supervisory skills.
- Must be able to function well in a fast paced, high energy, changing environment.
- Key competencies include: Requires bilingual fluency (English-Spanish) and availability to work flexible schedules, customer service orientation, work standards, managing multiple priorities, follow-up, building business partnerships, positive disposition, thriving on ambiguity, openness to differences, patience, technical/professional knowledge, facilitating learning, coaching, developing organizational talent/staff development.
- Stairs are a part of the building structure; therefore, climb