Are you ready to be the key to unforgettable vacation experiences? As a Welcome Center Representative at Exploria Resorts, you’ll play a crucial role in providing exceptional service to our guests! This full-time position is perfect for someone who thrives in a fast-paced environment and is passionate about helping others. If you’re ready to make every guest’s arrival memorable, we want you on our team!
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!
Welcome Center Representative
Full Time
$16/Hour + Commissions + Bonuses!
Open Availability Required (Weekends and Holidays are Required)
Location: Pocono Mountain Villas
Job Summary:
The Welcome Center Representative is responsible for the overall customer service experience for our guests at the Welcome Center. They will provide the highest quality of service to guests in an attentive, courteous, and efficient manner. They provide a welcoming attitude and are proficient in all service questions and requests.
Responsibilities and Duties:
- Open and close the welcome center.
- Assist guests with; collecting payments/pre-auth payments; making reservations for entertainment, lodging; and/or planning itineraries for shows, attractions, and restaurants.
- Welcomes guests by greeting them; check them in to pre-qualify them to tour based on our qualifications.
- Provide information to guests about the area, including directions, etc.
- Provide each guest with a map of the resort and directions on how to get to their accommodation and direction to where and when they will be touring.
- Provide guests with a hotel voucher for them to provide to the front desk of the resort or hotel upon check-in, and also select whether the guest is responsible for hotel taxes or not so the resort can charge the guest accordingly.
- Confirm all gifts and resolve any gifting issues guests may have.
- Must run daily reports.
- Ensure each guest leaves happy and they are clear on their accommodations, gifts, tour date, and time. Ensure no issue is left unresolved.
- Communicates with Admin Manager or Leads with unusual tours/gifts.
- Call all arrivals on the day of arrival or have customer service assistance.
- Assist any customer that comes in off the street asking general questions, directions, or information on our resort, and if interested arrange a courtesy tour for them.
- Resolve product or service problems 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
- Work closely with customer service, reservations & tour desk.
- Ability and willingness to learn and progress within the company; cross-train between reservations, welcome center & tour desk.
- Provides final daily breakdown numbers of tours including the type of tours, the arrived tours, and no-show tours, and corrects data entry of these tours to Marketing and Sales at the completion of the day.
- All other duties as assigned by management.
Qualifications and Skills:
- High School diploma or equivalent and some customer service experience preferred.
- Strong computer skills are required.
- Ability to work nights, weekends, and holidays.
- Must be able to convey information and ideas clearly, both orally 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.
Physical Demands:
- Ability to be on your feet throughout the entire shift.
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