Diamond Resorts International Sales Center
JOB SUMMARYThe Lead Tour Coordinator serves as a lead for the Tour Coordinators atthe Sales site and provides additional administrative support to the Sales& Marketing Support Manager, Director of Sales, and other sitemanagers. ESSENTIALJOB FUNCTIONSProvides administrative support to Sales management team in the absenceof the Support Manager.Monitors and orders office supplies, Sales supplies, etc.Assists with the development and maintenance (update) of Tour Receptionand 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 surveysheets, ensures owner information has been prepared in advance, notes availableagents on rotor for client assignment. Identifies which clients provided a good faith deposit (GFD) and processesupon check-in in for the tour.Warmly and sincerely welcomes and greets clients for tour. Obtains necessary information from clients toensure accurate segment assignment. Correctly assigns client to appropriate Sales agent based on specifictype/rotor.Prepares client booked to show report for each wave in an accurate andtimely manner.Updates tour information in Clarity, specifically through check-in, agentassignment, tour credit, etc.Verifies tour information in Clarity is correct through the process ofrunning reports and verifying data.Researches and prepares tour information for the following four daysbased 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 whichclients showed for their tour). Answersclient inquiries and resolves any gifting issues. Sells and/or schedules additional activitiesas requested by the client.Conducts gifting audits twice daily (at first shift start and end shiftclose).Inputs final check-out information into Clarity, compiles closing information(check-out time, takeover, manager, dominant buying motive, sampler, etc.) asrequired.Prepares any extra gifts per Director of Sales (First Day Incentive/DiamondEnhancement Program) and enter information into Clarity Gifting.Provides superior customer service in accordance with Company DRIven to Excellencestandards.Consistently practices \We Love to Say Yes\ and maintain thehighest 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.).Completesall required Company trainings and compliance courses as assigned.Adheresto Company standards and maintains compliance with all policies and procedures.Performsother related duties as assigned. EDUCATIONHighSchool Diploma or equivalent. EXPERIENCENoprior experience or training required.No supervisory experience required.SUPERVISORYRESPONSIBILITIESThis position does not include anysupervisory responsibilities. LICENSE &CERTIFICATIONSThisposition does not require licenses or certifications.SKILLS & ABILITIESThis position requires the capability to understand andfollow both oral and written directions as well as knowledge and usage of correctbusiness English and office practices. Must be able to communicate effectively with others, analyze and resolveproblems, maintain effective working relationships, and interact successfullywith internal and external customers. Specific skills and abilities include, but are not limitedto the following:Computerproficiency in Microsoft Word, Excel, and Outlook.Excellentcustomer service skills.Proficientin time management; the ability to organize and manage multiple priorities.Abilityto take initiative and effectively adapt to changes.Recognizes an emergency situation and takes appropriate action.Ableto establish and maintain a cooperative working relation.Abilityto interpret and create spreadsheets.Ableto use sound judgment; work independently, with minimal supervision. Able to perform a variety of duties, often changing from one task toanother of a different nature, with impending deadlines and/or establishedtimeframes.Performswell with frequent interruptions and/or distractions.Basicmath skills.
Diamond Resorts International Sales Center