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*job summary*this role is responsible to ensure consistent levels of customer service are delivered to ensure an excellent guest arrival experience.
to facilitate and ensure coordination and effective communication between sales & marketing to create a quality guest experience from the initial check in process to completion.responsibilities include attaining compliance with business rules, staff scheduling, and policies in all operational areas affecting the sales and marketing process, including but not limited to: sales operations, marketing services.
provide input and support for the administrative support group as well as ensuring all reports and it programs are updated and run-in compliance with the requirements.expected contributions- meets daily with the marketing and sales leadership to assess performance and arbitrate any disputes on tour status.- reports any policy violations and disputes to the marketing director.- conducts daily, weekly, monthly coaching sessions with tour reception staff.- ensures all required reporting is completed and submitted on schedule.- ensures every shift is scheduled accordingly and that tour reception staff are punctual.- ensures that all tour reception staff are properly attired and supplied with approved collateral and marketing tools as needed.- ensures that the tour reception area is well kept, professional in appearance, clean and have proper materials and stock.- bring to attention to management any incident that may negatively affect operations, sales and marketing and relations.- ensure tour reception is aware of any changes that may affect their work.- submit inventory requisitions and follow up as required.- be fully trained on all computer systems that is used by marketing and sales.- identify, analyze any operational challenge, and provide solutions to correct the deficiency.- carries out all reasonable requests by management of which the employee is capable of performing.- ensure high level of support and service to the sales and marketing production departments.- runs the day-to-day operations of the gifting process.- provides training to the new tour reception hires and keeps updating the team on any changes on details of participation, systems, and procedures.- use and responsible of the tour reception petty cash.- understand business rules for tour statuses and ensure accuracy and timelines of tour information (shows, qualifies, tours, customer info, etc.)
in the reports.- support in researching encore packages and owners information.- aid in administering marketing interaction with the guest on the sales floor.- ensure the systems and reports accurately reflects the tour status, and the marketing managers are communicated with each case for proper follow up with the teams.- ensure the accuracy, timelines and completeness of all reports that are generated.- obtain sales executive availability and communicate information to marketing operation supervisor and update weekly report