Breckenridge Grand Vacations
  • Marketing Guest Services
  • Breckenridge, CO, USA
  • $15.00
  • Hourly
  • Full Time

Full Time Benefits Package

Job Title:                      Grand Vacation Specialist
Division/Dept:             Marketing / Marketing Administration
Reports To:                  Marketing Guest Services Manager
FLSA Status:                Non-Exempt
WC Code:                     9012
EEO Code:                   Administrative Support

SUMMARY:  This customer centric position is focused on providing BGV's tour guests with an exceptionally Grand experience. This position will assist existing tour guests and owners, on the phone, with Marketing packages, activities, reservations, reschedules, upgrades, cancellations and all other inquiries.  This position is also responsible for various administrative tasks such as completing booking sheets, running reports, handling confirmation packets and credit card transactions.

ESSENTIAL DUTIES AND RESPONSIBILITIES:  Including but not limited to: 

  • Answer phone calls within a call center setting, using a queue rotation, and assist touring guests and owners with Marketing packages, activities, reservations, reschedules, upgrades, cancellations and all other inquiries.
  • Complete confirmation calls on a weekly a basis.
  • Educate guests about activities, events, town and ski resort information
  • Utilize company software for texting guest's confirmation and booking information.
  • Book activities and various ancillary packages for tour guests
  • Correspond daily with vendors regarding reservations, upgrades, reschedules and cancellations.
  • Complete daily reservation booking sheets.
  • Act as a personal vacation planner for all tour guests.
  • Support all booking departments with administrative tasks as needed.
  • Book and assist with the open reservation process.
  • Audit in-house, inbound and OPC bookings and confirmations.
  • Manage assigned projects.
  • Prevent tours from cancelling.
  • Print, organize and fill confirmation packets; keeping an inventory of all materials.
  • Reach out to tour and stay no shows as needed.
  • Cross train with other departments, including but not limited to working at the Breck Inn and assisting during the check in process.
  • Maintain maximum availability on the phone and strive to meet department phone goals.
  • Respond to all customer service inquiries.
  • Uphold Hospitality Standards, Company Culture and Department Core Standards and observe Company policies and procedures.
  • Be the "End of the Line" and resolve every situation inherited, not passing it along, whenever possible.
  • Follow up on any situation that is not fully resolved at the time of the initial request always considering what the guest or owner deems appropriate.
  • Strive to close the loop (alleviate or eliminate issues) on any situations that cannot be fully resolved.
  • Respond promptly to all email and voicemail correspondence as well as marketing post-tour surveys.
  • Maintain a positive working relationship with guests, owners, co-workers and vendors to satisfy their Marketing related requests, always being helpful and courteous.
  • Adhere to Company appearance standards at all times.
  • Attend and participate in company-wide training sessions and department staff meetings.

MARGINAL DUTIES:  Functions that are not considered essential to the job: 

  • Perform other duties as assigned.
  • Follow Company guidelines for environmental sustainability practices (recycling, composting and conserving resources) and participating in the Company's sustainability initiatives.

QUALIFICATIONS:  To perform this job successfully this position must be able to perform each essential duty satisfactorily.  The requirements listed are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

COMPETENCIES / SKILLS / ATTRIBUTES:  To perform the job successfully an individual should possess the following competencies, skills and attributes:  Take initiative and perform tasks without being asked * Provide exceptional customer service and anticipate needs * Be empowered to create grand vacations * Pay attention to detail and demonstrate accuracy and thoroughness * Give and receive feedback and ask for clarification when necessary * Treat people with respect and consideration * Approach others in a tactful manner * Convey understanding and compassion * Remain calm and empathetic in situations that can be challenging * Support the team's effort to succeed by giving and welcoming feedback, building morale and contributing a positive team spirit * Stay informed on the company, marketing products, policy changes, ski resort and town developments and communicate to others when necessary * Strive to develop skills, sharing expertise with others * Use equipment and materials properly * Observe safety procedures and report potentially unsafe conditions.

EDUCATION/EXPERIENCE:  Associate's degree or equivalent from a two-year college or technical school, six months to one year related experience or equivalent combination of education and experience.

COMPUTER EXPERIENCE:  Intermediate working knowledge of Microsoft Office programs (Outlook, Word, Excel).  Ability to operate office equipment such as copier, fax, scanner, phone and calculator.  Ability to type by touch, operate a personal computer and accurately record time worked in the correct department using the Company time keeping system.  Must be very comfortable with search engines and navigating the internet.

LANGUAGE ABILITY:  Ability to speak, read and interpret in English any instructions, business correspondence, memos, safety rules, operating and maintenance instructions and procedure manuals.  Ability to write routine business correspondence.  Ability to effectively present information and respond to questions from owners, guests, employees and the general public.

MATHEMATICAL SKILLS:  Ability to add, subtract, multiply and divide in all units of measure, using whole numbers and decimals.  Ability to calculate figures and amounts such as rates, discounts, interest, commissions and percentages.

REASONING ABILITY:  Ability to apply common sense understanding to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

PHYSICAL DEMANDS:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

  • Sit and work at a computer terminal over 2/3 of the time.
  • Perform repetitive motions of the arms, wrists, hands and fingers; use hands and fingers to handle, feel or grasp; reach with hands or arms over 2/3 of the time.
  • Speak and listen over the telephone and in person over 2/3 of the time.
  • Walk, stoop, kneel or crouch under 1/3 of the time.
  • Push against something, with steady force, using upper extremities to thrust forward, downward or outward under 1/3 of the time.
  • Pull using upper extremities to exert force to drawl, haul or tug objects in a sustained motion under 1/3 of the time.
  • Lift up to 10 pounds under 1/3 of the time.
  • Requires close, distance, color and peripheral vision, close visual acuity and depth perception

WORK ENVIRONMENT:  The environmental conditions the employee will have exposure to:

  • Office or administrative environment over 2/3 of the time.
  • Exposure to pets and pet dander while working in the pet friendly office.
  • Moderate noise.
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