Job Description

Job Location Clermont, FL 34714

What does Exploria Resorts have to offer?Serving the vacation ownership and hospitality industry for over 25 years, Exploria Resorts offers full-time employees competitive benefits including Health insurance with HSA and FSA options, Dental Insurance, Vision Insurance, Life/AD&D insurance, Short – Long- Term Disability coverage, 401(k), PTO, Paid Holidays, Employee Referral Program, Employee and Family Discounts, growth opportunities, and more!

Tour Desk & Gifting Agent (Bilingual)

Full Time

$16.00/Hour

Open Availability (Weekends and Holidays required)

Location: Summer Bay Orlando by Exploria Resorts

The Tour Desk Agent reports to the Tour Desk Senior Manager and is responsible for providing the highest quality of service to guests checking in for a Sales Presentation in an attentive, courteous, and efficient manner and properly assigning them to a Sales Representative. They provide a welcoming attitude and are proficient in all service questions and requests.

Responsibilities and Duties - Tour Desk:

• Prepare for scheduled tour arrivals by printing all the documents needed for each guest booked for a tour.
• Welcomes guests by greeting them; checking them in and pre-qualifying them for a Sales Presentation based on established qualifications.
• Support as needed to update tour information, validate who showed and add the sales representative and Manager.
• Support as needed to update no-shows, non-qualified guests, or canceled tours with detailed notes and maintaining communication with Marketing.

Responsibilities and Duties - Gifting:

• Responsible for managing and keeping Inventory record of all Premiums offered by Marketing, including Reward Gift Cards, following the gifting process.
• Issue or sell tickets as needed for different Theme parks utilizing ticket platform.
• Load money on Reward Gift Cards utilizing vendor’s web-based platform and use their daily report to verify the work done.
• Issue all Gift-Premiums in the system (SMART).
• Verify daily Gift-Premiums issued in the system using reports.
• Support marketing by adding, changing, or removing gifts in the system as requested.
• Communicate with Welcome Center when sending guests to their gifting office
• Support and work closely with Sales and Marketing departments
• Assist customers and resolve any challenges by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Coordinating and multi-tasking job duties in a busy environment.
• Complete any other task that may be assigned.
• Ability to work weekends and holidays.

Qualifications

Qualifications and Skills:

• Computer proficiency
• High School diploma, GED or equivalent.
• Bilingual – English, and Spanish required.
• Excellent Customer Service Skills
• Ability to make decisions and work under pressure
• Ability to manage multiple responsibilities and multitask
• Team player
• Sit or stand for prolonged periods of time
• Problem-solving skills
• Detail oriented
• Flexible schedule

Physical Demands:

• Ability to be on your feet throughout the entire shift

Required Competencies:

• Must be able to convey information and ideas clearly, both oral and written
• Must work well in fast-paced, high-pressure situations
• Must be able to evaluate and select among alternative courses of action quickly and accurately
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary
• Must be effective at listening to, understanding, and clarifying concerns and issues raised by team members and guests