Tour Guide - NorthStar Lodge

Hyatt Vacation Ownership•Town and Country, WA

3d•Onsite

About The Position

As a Tour Guide, you will create meaningful moments for Owners, members, and guests by responding to their individual needs and preferences. You will contribute to the success of the organization and site by providing high-quality service, maintaining high standards, communicating clearly with guests and coworkers, following company rules, and maintaining guest relationships that support satisfaction and future business opportunities. Duties may vary by property, team size, or facility. The role welcomes and accompanies guests on property, Sales Gallery, and model tours; provides factual, approved information about the resort and its amenities; and supports prospective owners and Owners throughout the tour experience. Tour Guides build rapport, identify guests’ vacation and travel needs, prepare for appointments, and coordinate with licensed sales executives and team leaders. Ownership, pricing, product, contractual, financing, and other restricted questions must be referred to licensed associates. The position requires regular onsite, in-person interaction with guests and coworkers and availability for a fluctuating schedule based on business needs, potentially including days, nights, weekends, and holidays. Physical tasks include handling objects weighing up to 10 pounds without assistance, reaching, bending, twisting, pulling, stooping, and standing, sitting, or walking for extended periods or an entire shift.

Requirements

Proficiency in English.
Availability to work a fluctuating schedule based on business needs, which may include days, nights, weekends, and holidays.
Regular onsite, in-person presence and interaction with guests and coworkers.
Ability to move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.
Ability to reach overhead and below the knees; bend, twist, pull, and stoop; and stand, sit, or walk for an extended period or an entire work shift.
Dependability, professional presentation, positive demeanor, adaptability and flexibility, stress tolerance, and integrity.
Customer service orientation, diversity relations, teamwork and collaboration, and influence skills.
Listening, applied reading, and learning skills.
Ability to follow company rules and applicable state and federal regulations around sales and marketing activity.

Nice To Haves

High School Diploma or G.E.D. equivalent is preferred but not required.
Customer service, hospitality, marketing, sales, or other customer-facing experience preferred.
Computer skills, especially Microsoft Outlook, Excel, and Teams, preferred.

Responsibilities

Welcome and accompany guests during property tours while providing high-quality guest service.
Provide factual, objective, written and approved information about the resort and its amenities.
Fulfill owner and prospect requests for information such as property maps and room locations.
Model professional behavior, appearance, and communication in support of the brand image.
Establish rapport and trust with guests to enhance the tour experience and build ongoing relationships.
Direct ownership, pricing, product, contractual, financing, and other restricted questions to a licensed Sales Executive or Team Leader.
Provide prospective owners and Owners with Sales Gallery, property, and model tours, and explain product features, advantages, and benefits.
Follow the Consultative Process and use strategically layered questions and discussions to discover prospective owners’ vacation and travel needs, helping licensed associates customize presentations.
Prepare for daily appointments by reviewing tour sheets, owner history, and presentation details.
After a purchase, follow up with guests by email, phone, or mail and facilitate use of the Vacation Ownership Advisor team.
Communicate guest questions outside the permitted scope accurately and promptly to licensed Team Leaders or Sales Executives.
Use approved technology, such as tablets and virtual tour applications, to support tours.
Ensure all representations to guests are complete and accurate; direct purchase contract and financing questions to licensed associates and have a licensed Team Leader review loan applications and financial documents with customers.
Respond to and monitor the resolution of permitted guest and Owner inquiries in a timely manner, using accurate information and available service resources.
Refer prohibited or restricted questions immediately to a licensed associate.
Manage time to attend team meetings, training sessions, and guest appointments punctually.
Understand and abide by the organization’s culture and processes, and applicable state and federal regulations governing sales and marketing activity.
Improve presentation skills through self-critique, practice, and feedback, and participate in formal training sessions.
Maintain awareness of current events and site-location information to support customer relationship building.
Perform other duties consistent with the scope of the position as assigned.