Welcome Center Lead Tour Desk Agent, Williamsburg VA



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. 



  • Maintain and promote a creative, upbeat, and fun atmosphere
  • Perform duties of Marketing Admin as needed
  • Assist with daily operations & tasks at Tour Reception & Welcome Center
  • Ensure all guests arriving on marketing packages are accommodated and accounted for
  • Manage weekly referral goals and motivate team to obtain set goals
  • Manage weekly trade up log and incentivize team to enhance team performance
  • Ensure mini vacation guests, as well as other tour segments, meet tour qualifications
  • Create a Daily Tour Manifest and provide to Sr. VP, Sales & Marketing
  • Oversee tour flow reports – daily and weekly
  • Oversee daily tour scheduling for mini vacation arrivals
  • Oversee data entry in CRMS and perform regular audits to ensure accuracy
  • Ensure gifting inventory and premiums balance daily
  • Conduct weekly inventory of promotional materials and supplies, to include gifting, food, and office
  • Perform monthly inventory counts with Manager, Administration
  • Assist Sales leadership with daily rotation requests as needed
  • Record tour schedules, including data entry and updates of tour information, in CRMS
  • Assist with off property accommodations as needed
  • Communicate necessary information with the In-house Marketing Manager and team (alert tour times, no-shows, tour issues, etc.)
  • Communicate between departments to ensure preparation of mini vacation arrivals to Spinnaker Resort, which includes telemarketing centers, hotels and condos, property management & tour desk
  • Prepare weekly reports and submit to site & corporate leadership as directed
  • Assist with scheduling and training of Marketing Administration team as directed by manager
  • Assist upset guests and handle guest complaints, alert site leadership to assist when necessary
  • Maintain and promote open, positive communication with site leadership and corporate office
  • Provide excellent customer service to all visitors
  • Communicate essential information to other team members and give direction/delegate as needed
  • Clear and timely communication with all site departments on all issues that may arise
  • Ensure all reports are completed at the end of each day and are emailed to the appropriate individuals
  • Ensure all various weekly vendor invoices are completed and sent to Manager, Administration for review and submission
  • Work closely with management and assist Manager as directed
  • Perform other related duties, new tasks and special projects as requested, provide directives to staff members when needed



  • 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



  • Knowledge of Spinnaker Resorts and or the timeshare industry


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