Job Description

SUMMARY:

Responsible for supervising and coordinating all activities associated with the Guest Visit Program at Timbers Kauai and Hokuala. Serving as a liaison and coordinator for the Director of Operations and Director of Marketing for Hokuala. The two key areas of support are Sales & Marketing Execution and On Site Guest Visits.

ESSENTIAL FUNCTIONS:

Essential functions as defined are ILLUSTRATIVE ONLY and not a comprehensive listing of all functions and duties performed by incumbents within this classification. Essential duties and responsibilities may include, but are not limited to, the following:

  • Coordinate and manage all GVP, VIP, Press & Owner arrivals and stays – arrival packets, invites to special events, amenities, staging of touch points, reservations and excursions
  • Communicate with operations team on upcoming guest arrivals and responsibilities
  • Manage GVP tracking in our data base software
  • Support the sales administration team
  • Manage GVP calendar when applicable
  • Event coordination and liaison with operations director and/or vendors
  • Maintain and create broker specific brochure packets for hand out on-site
  • Supply local brokerage firms & other Timbers Resorts’ properties with property brochures
  • Coordinate mass mailings to buyers & owners (closing notices, HOA meeting minutes, vacation reservation forms, etc.)
  • Ensures that the Guest House, Owner Storage, and all Residence Club grounds are kept neat and tidy
  • Manages Owner Storage inventory when applicable
  • Schedules, communicates and manages implementation of all owner events
  • Interprets and explains rental release procedures and ability to release units into the program
  • Interpret and explains Residence and room details as well as Club Access Rules and Regulations in order to process reservation requests
  • Ensures maintenance of required supply inventory; replenishes or requisitions any supplies needed
  • Resolves customer complaints/queries satisfactorily while maintaining a courteous and helpful demeanor
  • Assists with all information necessary for budgeting purposes annually, seasonally or quarterly as requested
  • Possesses and maintains thorough understanding of industry and stays abreast of industry trends
  • Contributes to the efficiency and effectiveness of the unit's service to its customers by offering suggestions and directing or participating as an active member of a team
  • Demonstrates courteous and cooperative behavior when interacting with public and staff; acts in a manner that promotes a harmonious and effective workplace environment

 QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge and/or skill required.

 Knowledge of:

  • Principles and practices of employee supervision, including selection, work planning, organization, performance review and evaluation, and employee training and discipline
  • Policies and procedures of the Residence Club
  • Principles, practices and techniques of the hospitality industry
  • Computer software applications in work processing, spreadsheets and hotel information systems
  • Policies and procedures of the department
  • Inventory and record keeping principles and practices
  • Customer service principles and practices
  • Correct business English, including spelling, grammar and punctuation
  • Techniques for dealing with a variety of individuals from various socio-economic, ethnic and cultural backgrounds, in person and over the telephone

Skill in:

  • Planning, organizing, supervising, reviewing and evaluating the work of staff
  • Training others in policies and procedures related to the work
  • Performing budgeting and accounting functions for assigned operations
  • Efficiently and effectively performing resort operations management duties
  • Focusing on quests and provision of quality customer service
  • Making accurate arithmetic calculations
  • Reading, understanding and following residence club policies and procedures.
  • Maintaining appropriate inventory of supplies and materials
  • Organizing own work, setting priorities and meeting critical deadlines
  • Contributing effectively to the accomplishment of team or work unit goals, objectives and activities
  • Dealing successfully with a variety of individuals from various socio-economic, ethnic and cultural backgrounds

PHYSICAL/MENTAL REQUIREMENTS:

The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Mobility to work in an office setting, use standard cleaning equipment; stamina to stand, stoop, squat and bend for extended periods of time; agility to perform services over an extended period of time; strength to lift and carry up to 75 pounds; vision to read printed materials and computer screen; dexterity to utilize computer equipment; hearing and speech to communicate in person or over the telephone.