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Guest Reception Supervisor in Sevierville, TN by Bluegreen Vacations

Date Posted: 3/17/2019

Job Snapshot

Job Description


The Guest Reception Supervisor is responsible for overseeing all aspects of Guest Reception. This includes hiring, scheduling and performance management of all reception staff. 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.


• Maintain a positive working relationship with all associates (both Sales and Marketing) to ensure the highest level of customer service at all times.
• Assist with recruiting of reception staff as needed.
• Oversee training, management, and scheduling of reception staff, ensuring that staff behavior and appearance is consistent with Bluegreen standards.
• 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.
• Provide customer service consistent with Bluegreen standards.
• 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.
• Assist in scheduling or conducting weekly staff meetings.
• Roll out changes or additions to SOPs.
• Ensure all premiums and checks are secured at all times and reconciled daily.
• Research any discrepancies and reports immediately to admin management.
• Ensure timely entry of referral leads.
• Audits Guest Reception and assists in weekly and monthly reconciliations of premiums, checks, sales rotation, and tour dispositions.

Job Requirements

• High School Graduate or G.E.D Equivalent
• 1-2 years of relevant experience
• 1 year of management experience preferred.
• Customer service techniques and quality fundamentals. Concierge, MS Office Suite
• Detailed-oriented with strong problem solving skills, strong ability to think strategically and analyze information timely and accurately, strong interpersonal communication and customer service skills to deal effectively with owners, guests and all levels of the organization.

'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.'