Tour Reception - Emerald Grande

3M HEALTHCARE; Town of Florida (NY); On-site; USD 42,000 - 63,000; Full time

Benefits offered by this job

Medical benefits

Dental & Vision

Flexible spending accounts

Life & AD&D

Disability coverage

Paid time off

Parental leave

401(k) match

Identity theft protection

Wellness program

Employee assistance program

Job summary

Travel + Leisure is seeking an Operations Coordinator to handle tour reception, gifting and contract processing in accordance with SOPs. You will create a professional atmosphere for guests and coordinate with Sales & Marketing.

Responsibilities include greeting guests, qualifying tours, answering inquiries, distributing premiums, entering data into CRS or EPNY, and preparing contracts. You will support Sales, Marketing, HR and Resort teams and help maintain accurate owner information.

Qualifications

• High School Diploma.
• Experience with CRS/EPNY and MS Office.
• 1 year of general office experience.
• 1 year of customer service experience.

Responsibilities

• Greet and qualify touring guests; assign tours to Sales Agents; provide information to Sales & Marketing.
• Provide exceptional customer service; answer phones; assist property owners with contract questions or concerns.
• Distribute premiums to guests; complete daily gift, tour and contract reconciliation in all systems.
• Data entry of tour and gifting information into CRS or EPNY; run reports; balance cash, down payments, site stats for Contract Department.
• File and secure all documents; maintain Property Owner Information per PII and PCI standards.
• Prepare Timeshare Sales Contracts and assist Sales Staff; maintain legal documents.
• Assist Supervisor to provide administrative support to internal departments including Sales, Marketing, HR, and Resort teams.
• Perform other duties as needed.

Skills

Customer service

Office software

CRS/EPNY

Education

High School Diploma

Tools

CRS/EPNY

MS Word

MS Outlook

MS Excel

Job description

Job Summary

Accountable for performing all facets of the operations department to include tour reception, gifting and contracts in accordance with Travel + Leisure Standard Operating Procedures. Promote a professional atmosphere for our guests, Sales & Marketing staff.

Essential Job Responsibilities

• Greet and qualify touring guests; collect and validate all guest information; assign tours to Sales Agents and provide information to Sales & Marketing department as necessary. (15% time)
• Provide exceptional customer service to all guests; answer phones and guest questions in a professional manner; assist property owners with contract questions or concerns. (10% time)
• Distribute premiums to guests upon closure of presentation; complete daily gift, tour and contract reconciliation in all systems. (20% time)
• Data entry of all tour and gifting information into Central Reservation System (CRS) or EPNY (preferred) and run reports; prepare and balance cash, down payments, site stats for Contract Department. (20% time)
• File and secure all documents per procedures; maintain Property Owner Information per PII and PCI standards. (5% time)
• Prepare Timeshare Sales Contracts for Sales Department and Property Owners; assist Administrative Supervisor in support of Sales Staff; prepare and maintain legal documents. (20% time)
• Assist Supervisor to provide additional administrative support to internal departments including Sales, Marketing, HR, and Resort teams. (10% time)
• Perform other duties as needed.

Travel Requirements

No travel required.

Minimum Requirements and Qualifications

• Education
  • High School Diploma.
• Knowledge and Skills
  • Computer Skills: Proficient in Central Reservation System (CRS) or EPNY (preferred).
  • Technical Skills: Proficient in Microsoft Word, Outlook, and Excel.
• Job Experience
  • One year of general office experience.
  • One year of customer service experience.
• Experience equivalent to the education requirement may be accepted in lieu of the education requirement.

Complexities & Financial Responsibility

• Level of decision making authority: Coordinator may be required to make limited operational decisions when resolving owner issues or objections.
• Level of autonomy: Coordinator’s daily work will be verified daily, weekly and monthly to ensure accuracy and validation of all tour, gifting and contractual paperwork.
• Impact of decisions: Coordinator’s decisions may cause commission delays, site revenue recognition delays, and delays in contract securitization, cost per tour and marketing payroll inaccuracies.
• Supervisory Responsibility: None.
• Scope/Financial Responsibility: Coordinator is accountable to meet WCF Scorecard metrics, Accounting Deliverables, maintain Cost of Sales, Product Yield Management, and ensure adherence to T+L Standard Operating Procedures to secure company assets.

How You’ll Be Rewarded

• Medical, Dental, Vision benefits.
• Flexible spending accounts.
• Life and accident coverage.
• Disability coverage.
• Paid time off, parental leave and holidays (subject to position and tenure).
• Wish day paid time to volunteer at an approved organization.
• 401(k) with employer match (subject to eligibility requirements).
• Legal and identity theft plan.
• Voluntary income protection benefits.
• Wellness program (subject to provider availability).
• Employee Assistance Program.

Equal Opportunity Employer

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class.