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.
Competencies - 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 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.
