Lead Coordinator

Spinnaker Resorts•Williamsburg, VA

3d•$0 - $22•Onsite

About The Position

The primary focus of the Lead Coordinator, Welcome Center is to check-in guests here on a marketing promotion, set up the tour times, provide concierge services and make a great first impression on behalf of Spinnaker Resorts. Present a cordial and professional manner to guests and provide excellent customer service while maintaining a pleasant working atmosphere.

Requirements

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.
Flexibility on availability – the ability to switch work schedules based on seasonal volume and/or coverage for co-workers.

Nice To Haves

Knowledge of Spinnaker Resorts and/or the timeshare industry
Prior experience in customer service

Responsibilities

Maintain a creative, upbeat and fun atmosphere at the Welcome Center
Ensure all guests arriving on marketing packages are accommodated and accounted for
Assist with the registration (check-in) for mini-vacation participants
Ensure guests checking in meet tour qualifications
Assemble Welcome Packets
Update guest demographic information in CRMS/SPI
Record keeping of tour schedules including data entry and updates of tour information in CRMS/SPI
Oversee off property accommodations as needed
Contact guests prior to arrival, manage expectations
Complete any daily or weekly reports as needed in a timely and accurate manner
Manifest Local Promotion and Day Drive tours in a timely manner
Communicate basic information with the Local Promotion team via manifest (changes in tour times, no shows, etc)
Communicate between departments to be sure we are prepared for mini-vacation arrivals to Spinnaker Resort, which may include Telemarketing Centers, Hotels, Condos, Property Management and Tour Desk
Conduct weekly inventory of promotional materials and gifting supplies
Offer concierge services to all resort and mini-vacation guests. To include, but not limited to information about the area, booking golf tee times, restaurant reservations and ticket sales
Provide excellent hospitality and customer service to all guests
Perform other related duties and special projects as requested
First point of contact for upper management
Schedule Welcome Desk staff with manager’s approval
Coordinate stationery and office supply order for Welcome Desk
Assist with annual Staff Evaluations for the Welcome Desk
Ensure all Welcome Desk policies are adhered to
Assist in training all new Welcome Desk staff
Communicate essential information to other team members
Communicate effectively with telemarketing teams on site issues or any other unforeseen problems
Ensure all reports are completed at the end of each day and emailed to appropriate individuals
Ensure that Local Promotion alerts and communications are sent out in a timely manner
Take the lead in problem solving a handling guest’s complaints
Conduct weekly gifting/supply inventory and communicate with management

Benefits

Weekly Pay and Direct Deposit
Health Insurance (Medical/Vision/Dental)
Company-Paid Life Insurance
Paid Time Off (PTO) Program
Paid Vacation and Holiday Pay
401 (K) Retirement Plan with a Company Match (based on eligibility)
Employee Wellness Programs
Fitness Center Reimbursement
Ongoing Professional Development Opportunities
Employee Family & Friends Discounted Stays
Various Employee Discounts (Local Businesses and National Retailers)
Employee Recognition and Appreciation Events (Annual Employee Picnic & Holiday Party)
Company-Supplied Uniforms and Equipment (Applicable Positions)
Flexible Work Schedules