Tour Guide

As a Tour Guide, you will create meaningful moments for Owners, members, and guests. You will contribute to the success of the organization and site by catering to individual needs and preferences, maintaining high standards, and providing exceptional service. A flexible schedule and clear communication with coworkers and guests are essential.

Responsibilities

• Build and maintain guest relationships to ensure continued satisfaction and support future business opportunities.
• Welcome and accompany guests during property tours, providing high-quality service.
• Provide factual, objective, and approved information about the resort and its amenities.
• Fulfill requests from owners or prospects regarding property maps, room locations, and other details.
• Support the brand image by modeling professional behavior, appearance, and communication.
• Establish rapport with guests to enhance their experience.
• Direct ownership, pricing, product, or contractual questions to a licensed sales executive or team leader.
• Provide prospective owners and guests with Sales Gallery, Property, and Model tours.
• Explain the features, advantages, and benefits of the product.
• Follow the Consultative Process when meeting with owners and guests.
• Discover vacation and travel needs through strategically layered questions to customize presentations.
• Prepare for daily appointments (e.g., review tour sheets, owner history, presentation details).
• Follow up on guest interactions with email, phone, or mail correspondence if a purchase is made.
• Maintain accurate and timely communication with licensed team leaders or sales executives regarding guest questions.
• Utilize approved technology (e.g., tablets, virtual tour applications) to support the tour experience.
• Assure complete and accurate representations to guests.
• Direct purchase contracts and financing questions to a licensed sales executive or team leader.
• Respond to guest inquiries that do not involve restricted topics (e.g., ownership, pricing, contracts).
• Monitor and resolve customer and owner inquiries in a timely manner with accurate information.
• Refer prohibited questions immediately to a licensed associate.
• Leverage resources for providing service to owners (e.g., Vacation Ownership Advisors).
• Manage time effectively to attend daily team meetings, training sessions, and guest appointments.
• Demonstrate a total understanding of the organization’s culture and processes.
• Improve presentation approach through self-critique, practice, and feedback.
• Participate in formal training sessions offered by the management team.
• Maintain awareness of current events and site information to promote customer relationship building.
• Perform other job duties consistent with the scope of this position, as assigned.
• Understand and abide by state and federal regulations around sales and marketing activity.

Requirements

• High School Diploma or G.E.D. equivalent (preferred but not required).
• Proficiency in English.
• Customer service, hospitality, marketing, sales, or other customer-facing experience (preferred).
• Proficiency in computer skills, specifically Microsoft programs (Outlook, Excel, Teams).
• Position may require background and drug screening, in accordance with state and local requirements.
• Availability to work a fluctuating schedule, including days, nights, weekends, and holidays.
• Regular, on-site, in-person presence and interaction with guests and coworkers is required.

Skills

• Personal Attributes: Dependability, presentation, positive demeanor, adaptability/flexibility, stress tolerance, integrity.
• Interpersonal Skills: Customer service orientation, diversity relations, teamwork and collaboration, influence.
• Communication: Listening, applied reading.
• Analytical Skills: Learning.

Physical Requirements

• Perform physical tasks such as moving, lifting, carrying, pushing, pulling, and placing objects weighing up to 10 pounds without assistance.
• Reach overhead and below the knees, perform bending, twisting, pulling, and stooping.
• Stand, sit, or walk for an extended period or for an entire work shift.