Club Pre-Arrivals Specialist

Diamond Resorts Corporation Orlando , FL 32801

Posted 2 months ago

JOB SUMMARY

Under general direction, the Club Pre-Arrivals Specialist provides Sales Agents with qualified prospects for timeshare presentations as well as event participation. Provides general concierge services for all members, owners, and guests by offering area information and booking activities prior to guest arrival.

ESSENTIAL JOB FUNCTIONS

  • Books qualified prospects for sales presentations or alternate marketing options.

  • Maintains the minimum standard for penetration, bounce back sales, show percent, and budgeted volume per month based on guest segment.

  • Provides details of specific events occurring during guest stay and books attendance.

  • Learns and delivers branded and scripted sales pitch.

  • Collects deposits for presentations booked.

  • Books and sells area activities for on-site guests according to business needs and as directed

by manager.

  • Provides guests with site and area information upon request.

  • Maintains familiarity with all Company programs, systems, and resorts.

  • Remains current on all area attractions and dining.

  • Knows the resort and all amenities provided.

  • Ensures highest possible resort guest satisfaction.

  • Reports all negative guest experiences to the In House Manager.

  • Reviews targeted penetration and budgeted Volume per Guest (VPG) with management on a weekly and monthly basis.

  • Places and receives phone calls to guests prior to arrival to offer full concierge services.

  • Works in a variety of different work environments including Events and Pre-Arrival Concierge.

  • Attends In House, regional, and staff meetings and trainings, as requested by manager.

  • Provides accurate accounting and reporting of shifts details as communicated by manager.

  • Completes all required Company trainings and compliance courses as assigned.

  • Adheres to Company standards and maintains compliance with all policies and procedures.

  • Performs other related duties as assigned.

  • Completes all required Company trainings and compliance courses as assigned.

  • Adheres to Company standards and maintains compliance with all policies and procedures.

  • Performs other related duties as assigned.

EDUCATION

  • High School Diploma or equivalent.

EXPERIENCE

  • No prior experience or training required.

  • No supervisory experience required.

SUPERVISORY RESPONSIBILITIES

  • This position does not include any supervisory responsibilities.

LICENSE & CERTIFICATIONS

  • This position does not require licenses or certifications.

SKILLS & ABILITIES

This position requires the capability to understand and follow both oral and written directions as well as knowledge and usage of correct business English and office practices. Must be able to communicate effectively with others, analyze and resolve problems, maintain effective working relationships, and interact successfully with internal and external customers.

Specific skills and abilities include, but are not limited to the following:

  • Computer proficiency in Microsoft Word, Excel, and Outlook.

  • Understand how to develop and implement business strategies.

  • Ability to interpret and create policies, procedures, and manuals.

  • Excellent customer service skills.

  • Proficient in time management; the ability to organize and manage multiple priorities.

  • Ability to take initiative and effectively adapt to changes.

  • Recognizes an emergency situation and takes appropriate action.

  • Able to establish and maintain a cooperative working relation.

  • Ability to interpret and create spreadsheets.

  • Able to use sound judgment; work independently, with minimal supervision.

  • Strong analytical and problem solving skills.

  • Able to perform a variety of duties, often changing from one task to another of a different nature, with impending deadlines and/or established timeframes.

  • Competent in public speaking.

  • Performs well with frequent interruptions and/or distractions.

  • Basic math skills.

ADDITIONAL INFORMATION

Please note that Hilton Grand Vacations (HGV) acquired Diamond Resorts International (DRI) as of August 02, 2021. If you apply to work at a Diamond Resorts company you will be an applicant of a subsidiary of HGV. A transition to HGV will occur as we integrate technology, systems and branding but it will take time until our separate operating systems, employment policies and benefits are fully integrated. As a result, for a period of time, employees will receive correspondence and messaging from Diamond Resorts as well as from HGV and related entities.

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Club Pre-Arrivals Specialist

Diamond Resorts Corporation