Welcome Center Representative


The Welcome Center Representative is responsible for overseeing the daily operations of the Welcome Center Front Desk. This role will also present in a cordial and professional manner to guests and provide excellent customer service maintaining a pleasant working atmosphere, while also coordinating tours with guests and Sales Representatives.   



  1. Assist all guests with any questions they may have.
  2. Check-in sales representatives for attendance.
  3. Prepare refreshments for each tour wave.
  4. Print reports from CRMS for daily tour flow and sales rotation.
  5. Welcome and greet all guests to the Resort for tour presentations.
  6. Check in daily tours and ensure all guests are qualified to tour.
  7. Inform non-qualified tours that they are unable to tour.
  8. Ensure all incoming phone calls and voice mail messages are answered promptly, with emphasis on professionalism and courtesy.
  9. Maintain open and positive communication with Sr. VP, Sales & Marketing to ensure resolution of any existing customer service issues.
  10. Work with Sr. VP, Sales & Marketing on tour flow, qualifications, daily sales line up and any necessary changes. Deliver requests with appropriate attitude and response.
  11. Ensure the security of equipment and property of the Clubhouse Welcome Desk.
  12. Input and audit all data entry and tour counts for accuracy.
  13. Check out all guest when tour is completed.
  14. Send daily check-in Sales Representative sheet to Human Resources.
  15. Perform the highest professional standard of customer service.
  16. Follow all rules, policies and procedures according to SDC Properties Employee Handbook.
  17. Encourage and promote a teamwork environment daily.
  18. Participate in company training as requested.
  19. Participate in departmental meetings as requested.


  1. Must possess a High School Diploma or GED.
  2. Must have 2 or more years of  prior experience working in a customer service-based position.
  3. Basic knowledge of vacation ownership and travel exchange companies.
  4. Basic knowledge of timeshare operations.
  5. Demonstrated knowledge of computers and their various software applications required.
  6. Ability to communicate effectively (both verbally and in writing).
  7. Ability to establish and maintain effective working relationships with peers, employees, and management.
  8. Ability to exhibit excellent guest relations skills.
  9. Ability to deal effectively with conflict and manage difficult guest relation situations.
  10. Ability to assist and support others using tact, patience and courtesy.
  11. Ability to multi-task and effectively perform duties.
  12. Ability to accept new and changing responsibilities.
  13. Ability to work as a part of a team.
  14. Ability to adapt to changing environment.


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