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SalaryWhat does Exploria Resorts have to offer? Health insurance with HSA and FSA options, Dental insurance, Vision insurance, Life/AD&D insurance, Short – Long- Term Disability coverage, 401(k), Paid Time off (PTO), Paid Holidays, Employee Referral Program, Employee and Family room rate discounts, great culture and leadership, growth opportunities, and more!
Tour Desk Agent (Bilingual)
Full Time
$15.00/Hour
Location: Summer Bay Orlando by Exploria Resorts
Job Summary:
The Tour Desk Agent reports to the Tour Desk Senior Manager and is responsible for providing the highest quality of service to guests checking in for a Sales Presentation in an attentive, courteous, and efficient manner and properly assigning them to a Sales Representative. They provide a welcoming attitude and are proficient in all service questions and requests.
Responsibilities and Duties:
- Prepare for scheduled tour arrivals by printing all the documents needed for each guest booked for a tour, including gift slips and owners’ information (contracts and equities).
- Welcomes guests by greeting them; checking them in and pre-qualifying them for a Sales Presentation based on established qualifications.
- Monitor Sales Rotation and assign guests to the correct sales representative following the Rotation.
- Responsible for updating tour information to validate who showed and add the sales representative and Manager.
- Responsible for updating no-shows, non-qualified guests, or canceled tours with detailed notes and maintaining communication with Marketing.
- Support the gifting office by adding, changing, or removing gifts in the system as needed.
- Handle premium inventory utilized for gifting, such as, but not limited to, pre-paid cards, vouchers, and certificates and assist guests with the gifting process.
- Run daily Gift Reconciliation Report.
- Verify tour information entered using reports.
- Support and work closely with the Sales and Marketing departments
- Assist customers and resolve any challenges by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Coordinating and multi-tasking job duties in a busy environment.
- Complete any other task that may be assigned.
- Ability to work weekends and holidays.
Qualifications and Skills:
- Computer proficiency
- High School diploma, GED or equivalent.
- Bilingual – English, and Spanish required.
- Excellent Customer Service Skills
- Ability to make decisions and work under pressure
- Ability to manage multiple responsibilities and multitask
- Team player
- Sit or stand for prolonged periods of time
- Problem-solving skills
- Detail oriented
- Flexible schedule
Physical Demands:
- Ability to be on your feet throughout the entire shift
Required Competencies:
- Must be able to convey information and ideas clearly, both oral and written
- Must work well in fast-paced, high-pressure situations
- Must be able to evaluate and select among alternative courses of action quickly and accurately
- Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary
- Must be effective at listening to, understanding, and clarifying concerns and issues raised by team members and guests.
