Town and Country, Washington, United States · On-site
Entry level
Job Profile MS1000 Job Title Tour Guide JOB SUMMARY As a Tour Guide, you will be responsible for making meaningful moments for Owners, members, and guests. You will contribute to the success of the organization and site …
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United States · On-site
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Town and Country, Washington, United States · On-site
Entry level
POSITION SUMMARY Meet and greet guests as they arrive for scheduled sales presentations or stop by the sales gallery for general information.Ensures that all guests are comfortable and offers refreshments to guests as th…
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Full-time
high school
Competitive Pay, Career Development Opportunities, Work-life Balance
Posted 37d ago
~40 hrs/week
Responsibilities
The Tour Guide is responsible for conducting property tours for owners and guests while providing high-quality service and factual information about resort amenities. They must build rapport with guests and identify their vacation needs to support sales executives in customizing presentations.
Requirements
A high school diploma or GED is preferred, along with proficiency in English and basic computer skills in Microsoft programs. Candidates should have a flexible schedule and the physical ability to stand, walk, and lift up to 10 pounds.
Full job description
Job Profile MS1000
Job Title Tour Guide
JOB SUMMARY
As a Tour Guide, you will be responsible for making meaningful moments for Owners, members, and guests. You will contribute to the success of the organization and site by catering to the individual needs and preferences of each potential guest.
You will add to the success of the team by maintaining high standards and providing the best service. You will need to have a flexible schedule, communicate clearly with coworkers and guests, and follow the company's rules in all situations. Your responsibilities will also include but are not limited to: Maintaining guest relationships to ensure continued guest satisfaction with the organization and to support future business opportunities.
Specific job duties may differ by property, size of team, or facility. Join our expanding team and become a valuable member where meaningful moments are made together.
CANDIDATE PROFILE
Education and Experience:
High School Diploma or G.E.D. equivalent is preferred but not required
Proficiency in English
Customer service, hospitality, marketing, sales and/or other customer-facing experience preferred
Proficiency in computer skills, specifically in Microsoft programs including Outlook, Excel and Teams preferred
Position may require background and drug screening, in accordance with state and local requirements.
Work Conditions and Schedules - Maintain availability to work a fluctuating schedule, based on business needs, which may include days, nights, weekends, and holidays. Position requires regular, on‑site, in‑person presence and interaction with guests and coworkers. Physical presence onsite is an essential function of this role.
Interpersonal Skills: Customer Service Orientation, Diversity Relations, Teamwork and Collaboration, Influence
Communication: Listening, Applied Reading
Analytical Skills: Learning
Physical Ability - 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, and be able to stand, sit, or walk for an extended period or for an entire work shift.
JOB DESCRIPTION – Job Specific Tasks
Building and Maintaining Customer Base
Welcome and accompany guests during property tours while providing high‑quality guest service.
Provide factual, objective, written and approved information about the resort and its amenities.
Fulfill requests from owners or prospects regarding property maps, room locations, etc.
Support the brand image by modeling professional behavior, appearance, and communication.
Establish rapport with guests during the tour to enhance the guest experience.
Direct any ownership, pricing, product, or contractual questions to a licensed sales executive and/or team leader.
Provide the highest possible guest service to support company guest and customer satisfaction survey targets.
Presentation Support
Provide prospective owners and Owners a Sales Gallery, Property, and Model tour.
Explain the features, advantages, and benefits of the product.
Direct guest questions regarding product information and ownership to a licensed Team Leader and/or Sales Executive.
Follow and adhere to the Consultative Process when meeting with owners and guests.
Establish trust with all guests during your time with them to build on-going rapport.
Discover the vacation and travel needs of prospective owners through a series of strategically layered questions/discussions and utilize the information to help a sales executive and/or team leader customize guest presentations.
Prepare for daily appointments (e.g., review tour sheet, owner history, presentation details, etc.).
If a purchase is made, follow up face-to-face guest interaction with email, phone, or mail correspondence and facilitate the use of our Vacation Ownership Advisor(s) team.
Maintain accurate and timely communication with licensed Team Leaders and/or Sales Executives regarding guest questions outside the permitted scope.
Utilize approved technology (e.g., tablets, virtual tour applications) to support the tour experience.
Conducting and Managing Business Transactions
Assure complete and accurate representations to guests.
Direct purchase contracts and financing questions to a licensed Sales Executive or Team Leader.
Have licensed Team Leader review loan applications and financial documents with all customers.
Providing Service to Others
Respond to guest inquiries that do not involve ownership, product, pricing, contractual terms, financing, rental opportunities, maintenance fees, or other restricted topics.
Respond to and monitor the resolution of customer and Owner inquiries in a timely manner with accurate information, unless those inquiries are product, purchase or contract documents related, in which event direct those questions to a licensed associate.
Refer all prohibited questions immediately to a licensed associate.
Leverage resources for providing service to Owners (e.g., Vacation Ownership Advisors) in an effective manner.
Other Daily Tasks and Expectations
Manage time effectively to punctually attend daily team meetings, training sessions, and guest appointments.
Demonstrate total understanding of the culture and processes of the organization.
Improve presentation approach through self-critique, practice, and from the feedback provided by others.
Participate in formal training sessions offered by management team.
Maintain an awareness of current events (e.g., news, sports, pop-culture) and information on site locations to enable and 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 all sales and/or marketing activity (i.e. Do Not Call Lists, State Registrations, Exemptions, etc.).
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
Hyatt Vacation Ownership is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
Hyatt Vacation Ownership offers access to global travel experiences through a diverse portfolio of boutique residential-style retreats in unique destinations. Complementing a distinctive collection of upscale vacation ownership properties, we deliver a lifetime of great vacations with a range of options to fit every traveler, every year. Hyatt Vacation Ownership (HVO) markets and manages shared ownership resorts. HVO offers travelers both rental and ownership opportunities. Through flexible ownership programs, we give members access to World of Hyatt hotels and resorts, as well as vacation exchange with Interval International. Our work environment respects all people and ideas with the mission to provide authentic hospitality by making a difference in the lives of people we touch every day. Ultimately, we help members and guests reconnect with loved ones and create lasting memories together. Explore opportunities to join our team at www.hvocareers.com
Hyatt Vacation Ownership offers access to global travel experiences through a diverse portfolio of boutique residential-style retreats in unique destinations. Complementing a distinctive collection of upscale vacation ownership properties, we deliver a lifetime of great vacations with a range of options to fit every traveler, every year. Hyatt Vacation Ownership (HVO) markets and manages shared ownership resorts. HVO offers travelers both rental and ownership opportunities. Through flexible ownership programs, we give members access to World of Hyatt hotels and resorts, as well as vacation exchange with Interval International. Our work environment respects all people and ideas with the mission to provide authentic hospitality by making a difference in the lives of people we touch every day. Ultimately, we help members and guests reconnect with loved ones and create lasting memories together. Explore opportunities to join our team at www.hvocareers.com