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PRINCIPAL OBJECTIVE OF POSITIONResponsible for Tour Desk operations including telephone, guest reception, tour registration, and gifting. Actively exhibits the highest level of compliance of the Company operating standards.ESSENTIAL DUTIES AND RESPONSIBILITIESTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily.Coordinates the daily opening and closing of Tour DeskPerform daily maintenance to Concierge AssistantEnsure that the data from the property management system is imported to Concierge Assistant on a daily basisProcess daily call list from the property management system for the VSC’sAssign arrivals to VSC’s in the property management systemLog all General Information appointments/inquiries in GI LogDistribute premiums to guests who have toured’Ensure that the Starpoints distributed to guests for touring are submitted to corporate to be redeemedPrepare and maintain daily tour booking scheduleScreen all customer activity per tour qualification guidelinesMonitor daily tour activity and Sales Executive availability, and reports discrepancies to appropriate managerAccurately compiles and enters daily tours and related statistical dataGenerate daily and monthly tour activity summaries for distribution to key personnel and post for VSC’sMaintain daily communication with VSC’s with regards to tour bookings and daily tour scheduleExercises excellent judgment in dealing with tour scheduling in order to maximize tour productionExercises excellent judgment during tour over-bookings and other challenges in order to ensure positive customer experienceMaintain excellent customer service techniques; deals with customers professionally and courteouslyAppropriately interact with all personnel and maintains positive, professional relationships with co-workersMaintain close communicative relationships with Marketing and Sales Management in order to ensure the highest level of program efficiency and standardsAssist Marketing Management in executing special projects, as directedTrack inventory, order and maintain Tour Desk suppliesQUALIFICATIONS/COMPETENCIESHigh school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.Language SkillsAbility to read and comprehend simple instructions, short correspondence, and memos. Ability to write short correspondence. Ability to effectively present information in one on one and small group situations to customers, contacts and other employees. Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedural manual. Ability to write routing reports and correspondence. Ability to speak effectively to customers and other employees.Computer SkillsThe employee must have knowledge of, or must gain knowledge of the software and hardware systems utilized by the company, including but not limited to Microsoft Office, Excel, Microsoft Word, DG, Crystal, Starguest, Concierge Assistant, and Galaxy.Mathematical SkillsReasoning AbilityAbility to solve problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.Decision Making/LatitudeDisplays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Included appropriate people in decision-making process; Makes timely decisions. Identifies and understands issues; problems, and opportunities; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints and probable consequences; uses reason even when dealing with emotional topics.
