Welcome Center Lead

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The Welcome Center Lead is responsible for the daily operations of the Visitor’s Center & Tour Desk by directly overseeing each team member’s tasks and training.

DUTIES AND RESPONSIBILITIES:

1. Maintain and promote a creative, upbeat and fun atmosphere.
2. Responsible for schedules and staffing for Visitor Center (including confirmation calls), Tour Desk, Shuttle Driver and the Food and Beverage staff.
3. Perform duties of Marketing Administration as needed.
4. Oversee daily operation & tasks at tour reception & the Welcome Center.
5. Ensure all guests arriving on marketing packages are accommodated and accounted for.
6. Manage weekly referral goal and driving team performance on obtaining.
7. Manage weekly trade up log and incentivize team to drive team performance.
8. Ensure mini vacation guests as well as other tour segments meet tour qualifications.
9. Create a Daily Tour Manifest and provide this document to the Sales Director.
10. Oversee tour flow reports – daily and weekly.
11. Oversee daily tour scheduling for mini-vacation arrivals.
12. Oversee data entry in CRMS by regularly performing audits.
13. Ensure gifting inventory and premiums balance daily.
14. Perform monthly inventory counts with the Office Manager.
15. Assist Sales leadership with daily rotation requests as needed.
16. Recordkeeping of tour schedules including data entry and updates of tour information in SPI.
17. Assist with off property accommodations as needed.
18. Communicate necessary information with the Marketing Manager/In house Marketing team to alert (tour times, no-shows, tour issues, etc.).
19. Communicate between departments to be sure we are prepared for mini-vacation arrivals to Spinnaker Resort, which includes Telemarketing centers, Hotels and condos, property management & the tour desk.
20. Conduct weekly inventory of promotional materials and gifting supplies.
21. Prepare weekly reports and submit to site & corporate leadership as directed.
22. Assist with scheduling and training of the Marketing Administration team as directed by the department Manager.
23. Manage upset guests and handle guest complaints or alert site leadership to assist with customer service when necessary.
24. Maintain and promote open, positive communication with site leadership and Corporate Office.
25. Provides excellent customer service to all visitors.
26. Performs other related duties & special projects as requested.
27. Communicate essential information to other team members and give direction/delegate as needed.
28. Clear and timely communication with all site departments on all issues that may arise.
29. Ensure all reports are completed at the end of each day and email to the appropriate individuals.
30. Conduct weekly inventory and ordering of promotional materials, gifting supplies, food supplies, and office supplies.
31. Work closely with the Office Manager and Marketing Manager.
32. Ensure all various weekly vendor invoices are completed and sent to Office Manager for review and submission.
33. Take direction on any new tasks added to department and ensure all staff members are doing as directed.
34. Assist office manager with various tasks as directed.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

1. Must possess a High School Diploma or GED.
2. Must possess excellent computer skills, including MS Office (Word/Excel/Outlook).
3. Prior experience as a Lead Supervisor, Front Office Manager and/or Administrative Manager for at least 2 or more years.
4. Accurate data entry skills with attention to detail.
5. Ability to communicate effectively, both orally and in writing.
6. Excellent work ethic to include dependability, self- accountability, motivation to succeed and consistent work history.
7. Willingness to take on additional duties as requested by management during work hours.

OPTIONAL SKILLS A PLUS:

1. Knowledge of Spinnaker Resorts and or the timeshare industry.