7 months ago
Requisition Number 16-2154
Post Date 10/27/2016
Title Field Sales & Mktg - Welcome Center Supervisor
Position Type Full Time
Work Hours FSM - Five Days per Week as Scheduled, Must be available to Work Weekends and Holidays
Description Train, Coach, Mentor and Supervise the Welcome Center, Gifting & Concierge Staff, Train Staff to Up-SaleTickets, Increase Retail Sales. Shadowing, Coaching, Training Staff to ensure Exceptional Customer Service. Observing and mentoring staff to ensure they are greeting every guest politley and following all policies and procedures as outlined in the department's SOP. Responsible for the opening and/or closing reconciliations, reporting and communications within the Welcome Center and between the other departments. Communicate and support the sales team as needed.
Requirements *Training and mentoring staff
*Assisting with scheduling
*Develop and maintain a "Team One" philosophy
*Guest check-in procedures- i.e. qualifying guest, assigning/modifying tour times, printing hotel vouchers, giving directions to hotels and instructions on where to go for presentation, etc.
*Review hotel directions and update as necessary
*Handling all aspects of packages in Concierge, including, but not limited to creating/cancelling a package, booking/cancelling/modifying/rescheduling reservations, entering confirmation numbers, commenting, etc.
*Booking/modifying reservations in AS400 and checking availability in AS400 as needed
*Communicating with Resort Operations to ensure reservation changes are being made in TSW
*Overseeing Retail Sales and entering Retail Sales and/or Returns on an as needed basis
*Develop and train the staff on pitching techniques, to include upselling tickets
*Collecting guest payments
*Confirming arrivals and late arrivals
*Maintain all Gifting work stations, ensuring cleanliness and organization
*Overseeing End of Shift ticket reconciliations and communicating any errors to appropriate manager or department
*Reporting- including arrivals, ticket profits, invited guest report, late arrivals, etc.
*Ensure all arrivals have a hotel assigned with a confirmation number in Concierge
*Review daily tour allotments to ensure we have enough to cover all MV hooked guest. Communicate daily with DOS or Senior Sales manager to request more allotments if needed or reduce the waves per sales directions.
*Have extensive knowledge of the Orlando Area attractions and the Orlando Area in general
*Handling guest issues in accordance with Bluegreen Policy to ensure guest satisfaction
*Other duties as assigned by management