Breckenridge Grand Vacations
  • Grand Colorado on Peak 8 Ownership Gallery
  • Breckenridge, CO, USA
  • 15.50
  • Hourly
  • Full Time

Full Time Benefits Package


Job Title:                      Sales Tour Coordinator
Division / Dept:           Sales / GC8 Ownership Gallery
Reports To:                  Director of Sales Admin
FLSA Status:                Non-Exempt
WC Code:                     9012
EEO Code:                   Administrative Support Worker

SUMMARY:  This position provides administrative support to the Sales and Marketing Departments, manages the Company's tour flow, and is part of In-House owner referral program.  Additional responsibilities include auditing the work of the Sales Admin team, acting as a main point of contact for the Summit County OPC team and Concierge teams, monitoring and managing the owner and tour databases, answering phone calls, voicemails and emails, running routine reports and inputting data.

ESSENTIAL DUTIES AND RESPONSIBILITIES:  Included but not limited to: 

  • Balance the tour waves and communicate overbooked waves to all booker teams and Sales Managers. Reschedule clients as needed.
  • Monitor and manage tour availability in company software and communicate tour availability numbers to all booking teams.
  • Make recommendations on improvement of tour flow management.
  • Input booking sheets and other daily reservations submitted by company concierge agents and the Summit County OPC team.
  • Provide administration support to the Sales and Marketing Departments (Sales, Sales Admin, Marketing Guest Services, GTL, GL7, GC8 Concierge, Summit County OPC and Owner Relations).
  • Maintain owner and tour database in the company software. Merge double prospects.
  • Audit all work generated by the Sales Admin team and be the main point of contact for the Summit County OPC, and GTL/GL7/GC8 Concierge.
  • Run routine reports as needed using the company software systems: Daily Tour Count, Double Bookings, Tour Status, Booker/Source code, VPG, No-Show Rate, Referrals, etc.
  • Answer phone calls, voicemails and emails. Respond to and address all inquiries, complaints and suggestions in a timely manner, always giving consideration to what the guest or owner deems appropriate.
  • Remove out of date tour gifts from tours and contact owners and guests with changes.
  • Make tour confirmation calls.
  • Responsible for promoting referral program to new and existing owners, encouraging them to send BGV promotional Sales and Marketing Material to their leads.
  • Maintain technology provided for this program.
  • Suggest and implement ideas for referral program improvements.
  • Communicate and train Sales Admin team on referral collection process.
  • Suggest incentives for the owner referral program.
  • Be part of Friends and Family email group and reply any inquiries from owners, brokers, and employee referrals.
  • Manage the sales line at the Grand Colorado on Peak 8.
  • Be knowledgeable of how many tours Sales Brokers can manage, and if there are tour openings to be filled.
  • Assign tours to appropriate Sales Brokers and complete daily agent rotation.
  • Maintain the manifest throughout the day.
  • Check in tour guests and/or assist when help is needed.
  • Request a credit card when pre-gifting tours and charge all clients in accordance with gifting policy.
  • Prepare all gifts for clients and complete necessary paperwork.
  • Make owner's cards for all new owners.
  • Order and, if needed, pick-up office lunches on Saturdays and Sundays.
  • 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.
  • Strive to close the loop (alleviate or eliminate issues) on any situations that cannot be fully resolved.
  • Maintain a positive working relationship with all contacts, always being helpful and courteous.
  • Adhere to Company appearance standards at all times. Dress professionally and wear name badge when required.
  • 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 next are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

COMPETENCY/SKILLS:  To perform the job successfully an individual should demonstrate the following competencies and skills. 

Maintain expert knowledge and understanding of all computer programs, policies, rules and knowledge applicable to the position * Provide exceptional customer service and anticipate needs * Be empowered to make GRAND vacations * Pay attention to detail and demonstrate accuracy and thoroughness * Be able to work efficiently in a shared office space * Give and receive feedback and ask for clarification when necessary * Treat coworkers in a professional manner, and convey understanding and compassion towards guests * 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 to a positive team spirit * Stay informed on the company, home property, home department, ski resort, town developments, tourism "hotspots", local activities and the timeshare industry and communicate to others * Take initiative and perform tasks without being asked * Strive to build knowledge and skills, sharing expertise with others * Use equipment and materials properly * Observe safety procedures & report potentially unsafe conditions.

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

COMPUTER EXPERIENCE:  Basic knowledge of office machines (calculator, copier, fax, phone, scanner).  Must have a good understanding of Microsoft Office programs (Outlook, Word, & Excel) with a minimum of one-year use of these programs.  Must be very familiar with the internet and possess the ability to navigate it.  Ability to type by touch, operate a personal computer and accurately record time worked, in the correct department, using the company time keeping system.   

REQUIREMENTS:  Reliable mode of transportation to run local errands.     

LANGUAGE ABILITYAbility to speak, read, write and interpret in English.  Ability to read and interpret business correspondence, instructions, memos, procedures, routine reports, rules and schedules.  Ability to write business correspondence and articles for publication that conform to the prescribed style and format.  Ability to speak effectively and present information to guests, owners, other employees of the organization, management, outside vendors and the general public. 

MATHEMATICAL SKILLS:  Ability to add, subtract, multiply, and divide in all units of measure.  Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY:  Ability 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 workstation (using mouse and keyboard) over 2/3 of the time.
  • Speak and listen over the telephone and in person over 2/3 of the time.
  • Perform repetitive motions of the arms (elbows, wrists, hands and fingers) over 2/3 of the time.
  • Use hands and fingers to touch, handle, feel or grasp between 1/3 and 2/3 of the time.
  • Reach with arms between 1/3 and 2/3 of the time.
  • Stand, walk, stoop, kneel, crouch or crawl under 1/3 of the time.
  • Push against something, with force, using upper extremities to thrust forward, downward or outward under 1/3 of the time.
  • Pull using upper extremities to exert force to draw, haul or tug objects in a sustained motion under 1/3 of the time.
  • Lift between 10 and 40 pounds (5-gallon water bottle) 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, not substantially exposed to adverse environmental conditions, over 2/3 of the time.
  • Exposure to pets and pet dander in and around the pet friendly resort.
  • Moderate noise.
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