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Lead Tour Coordinator

Company: Diamond Resorts International
Location: Honolulu
Posted on: October 8, 2021

Job Description:

JOB SUMMARY

The Lead Tour Coordinator serves as a lead for the Tour Coordinators at the Sales site and provides additional administrative support to the Sales & Marketing Support Manager, Director of Sales, and other site managers. 

 

ESSENTIAL JOB FUNCTIONS

  • Provides administrative support to Sales management team in the absence of the Support Manager.
  • Monitors and orders office supplies, Sales supplies, etc.
  • Assists with the development and maintenance (update) of Tour Reception and Gifting Standard Operating Procedures (SOPs).
  • Ensures adequate coverage of Tour Coordinator shifts.
  • Serves as the primary trainer for tour reception and gifting.
  • Prepares for scheduled tour arrivals through the preparation of survey sheets, ensures owner information has been prepared in advance, notes available agents on rotor for client assignment.  Identifies which clients provided a good faith deposit (GFD) and processes upon check-in in for the tour.
  • Warmly and sincerely welcomes and greets clients for tour.  Obtains necessary information from clients to ensure accurate segment assignment.  Correctly assigns client to appropriate Sales agent based on specific type/rotor.
  • Prepares client booked to show report for each wave in an accurate and timely manner.
  • Updates tour information in Clarity, specifically through check-in, agent assignment, tour credit, etc.
  • Verifies tour information in Clarity is correct through the process of running reports and verifying data.
  • Researches and prepares tour information for the following four days based on wave, tour type, and Sales agent pre-assignment.  Updates and distributes report twice daily.
  • Prepares and issues gifts while the clients are on tour (verifies which clients showed for their tour).  Answers client inquiries and resolves any gifting issues.  Sells and/or schedules additional activities as requested by the client.
  • Conducts gifting audits twice daily (at first shift start and end shift close).
  • Inputs final check-out information into Clarity, compiles closing information (check-out time, takeover, manager, dominant buying motive, sampler, etc.) as required.
  • Prepares any extra gifts per Director of Sales (First Day Incentive/Diamond Enhancement Program) and enter information into Clarity Gifting.
  • Provides superior customer service in accordance with Company DRIven to Excellence standards.
  • Consistently practices "We Love to Say Yes" and maintain the highest standards of professionalism when interacting with fellow team members, management, owners, members, supply vendors, and prospects.
  • Operates office machinery (copier, copy machine, fax machine, etc.).
  • Completes all required Company trainings and compliance courses as assigned.
  • Adheres to Company standards and maintains compliance with all policies and procedures.
  • Performs other related duties as assigned. 
EDUCATION
  • High School Diploma or equivalent. 
EXPERIENCE
  • No prior experience or training required.
  • No supervisory experience required.

SUPERVISORY RESPONSIBILITIES

  • This position does not include any supervisory responsibilities. 

LICENSE & CERTIFICATIONS

  • This position does not require licenses or certifications.
SKILLS & ABILITIES

This position requires the capability to understand and follow both oral and written directions as well as knowledge and usage of correct business English and office practices.  Must be able to communicate effectively with others, analyze and resolve problems, maintain effective working relationships, and interact successfully with internal and external customers.

 

Specific skills and abilities include, but are not limited to the following:

  • Computer proficiency in Microsoft Word, Excel, and Outlook.
  • Excellent customer service skills.
  • Proficient in time management; the ability to organize and manage multiple priorities.
  • Ability to take initiative and effectively adapt to changes.
  • Recognizes an emergency situation and takes appropriate action.
  • Able to establish and maintain a cooperative working relation.
  • Ability to interpret and create spreadsheets.
  • Able to use sound judgment; work independently, with minimal supervision.
  • Able to perform a variety of duties, often changing from one task to another of a different nature, with impending deadlines and/or established timeframes.
  • Performs well with frequent interruptions and/or distractions.
  • Basic math skills.

 

ADDITIONAL INFORMATION

Please note that Hilton Grand Vacations (HGV) acquired Diamond Resorts International (DRI) as of August 02, 2021. If you apply to work at a Diamond Resorts company you will be an applicant of a subsidiary of HGV. A transition to HGV will occur as we integrate technology, systems and branding but it will take time until our separate operating systems, employment policies and benefits are fully integrated. As a result, for a period of time, employees will receive correspondence and messaging from Diamond Resorts as well as from HGV and related entities. 

US-Hawaii-Honolulu

Keywords: Diamond Resorts International, Honolulu , Lead Tour Coordinator, Other , Honolulu, Hawaii

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