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Guest Reception Manager in Branson, MO by Bluegreen Vacations

Date Posted: 11/30/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Branson, MO
  • Job Type:
  • Experience:
    At least 2 year(s)
  • Date Posted:
    11/30/2018

Job Description

Purpose:

Interviews and hires for the guest reception desk. Completes the weekly schedule and is responsible for overseeing all aspects of Tour Reception. This includes hiring, scheduling and performance management of all reception staff, including gifting and supervisor, if applicable. The Manager Audits Concierge to ensure that all paperwork is closed out properly and that all work is balanced and also handles Guest issues and problems. Resolves any Client ID errors between CCSI and Concierge. Provides thorough training according to the company’s SOPs, performs daily audits, handles all customer services issues, oversees prepaid premiums and manages all roll outs. Has a team of approximately 5 – 10.

Responsibilities:

•Supervises Front Desk and Gifting Staff while maintaining a positive working relationship with all associates in both Sales and Marketing to ensure the highest level of customer service at all times
•Recruit, train, manage and schedule reception staff
•Ensure all guests are greeted quickly in a friendly and professional manner
•Ensure Sales Rotation is followed as directed by the DOS or Sr. Sales Manager
•Resolve escalated guest issues and complaints
•Work with guests to resolve any challenges including all NQ’s, gifting issues, etc.
•Ensure data integrity by managing tour desk audits
•Ensure NSM SOPs are adhered to
•Prepares policy waivers to submit to admin management
•Performance manage based on minimum standards set by DFA/DSA
•Hold weekly staff meetings
•Roll out changes or additions to SOPs
•Ensure all premiums and checks are secured at all times and reconciled daily
•Researches any discrepancies and reports immediately to admin management
•Ensure timely entry of referral leads
•If applicable, manages data entry of bounce backs
•Audits Tour Reception and assists in weekly and monthly reconciliations of premiums, checks, sales rotation and tour dispositions
•Work with Admin Manager to prepare for and work all road shows



Job Requirements

•High School Diploma or equivalent.
•Previous experience in Bluegreen sales and marketing. 2 years’ experience in Customer Service and 1 year supervisory/management experience preferred.
•Customer service techniques and quality fundamentals. Concierge, MS Office.

“We are an equal opportunity employer and drug-free workplace. If offered employment, applicant must be willing to submit to a background check/drug test.”