Harpers Ferry, West virginia
Assistant Sales and Service Director Job Opening in Harpers Ferry, West virginia - Assistant Sales and Service Director
Job Summary
The primary role of the Sales and Service Director Assistant is to assist the Sales Director in leading and overseeing the sales and service department in making sales, booking trips appropriate for participants, taking payments, processing paperwork, checking guests in, organizing departures, retailing the store, and serving guests meals. The Sales and Service Director Assistant is responsible for assisting in hiring, training, retaining, and scheduling sales reps, housekeeping, and food and beverage staff, making group sales and personally handling large groups, communicating reservation changes and events to all other department managers, assuring that all accounts are paid, developing programs and pricing, collecting feedback and addressing guest concerns, organizing the cleaning and preparations related to the vacation rental homes, the daily operations of the Front Porch Café, communicating and ordering supply needs, and assuring all office related systems are in working condition at all times. It is essential that this position have an in depth understanding of all activities offered by River Riders and the procedures, processes, and purposes of each. It is your role to evaluate and contribute to the quality of the experience for guests and aim to create repeating relationships with them. It is also your role to evaluate and make improvements to staff performance and experience. The Sales and Service Director Assistant is responsible for assigning and following up on all tasks to Sales Representatives, the Retail Director, the Trip Coordinator, and the Front Porch Café staff. The Sales Director Assistant is responsible for all office related operations therefore, you will be expected to work additional hours by staying late or coming in early when customer or staffing needs demand it.
Duties:
Always consider safety of the guest, your staff, and yourself first before acting.
Promote a positive outlook on River Riders, Harpers Ferry, the Shenandoah and Potomac Rivers, and the adventure industry as a whole.
Exhibit and enforce River Riders and department policies and procedures.
Understand all programs and offerings of River Riders and the purposes, processes, and procedures associated with each.
To make sales and provide all guests with exceptional and informative customer service.
Work to exceed reservations and sales from previous years.
Encourage, book, and maintain reservations for all River Rider entities.
Personally make group sales, develop relationships with potential contracts, handle large/vip groups, and follow through with guests to be sure they are well taken care of during their experience with our company.
Uphold all payment, reservation, and other River Rider guest policies.
Offer and promote additional sales to guests according to their trip or group (meal packages, rental items, etc) and to consistently promote our business partners.
Be present and supervise all check in efforts especially for shoulder season and large groups.
During peak season, assure there is a manager present for all areas where staff is present (call center, check in locations, café, etc)
Visually evaluate and question guests for trip appropriateness.
Address and recommend alternative trips if necessary.
Oversee, train, evaluate, and discipline sales and service staff.
Staff evaluations are to be documented and need to take place on a monthly basis.
Oversee and perform the following daily duties
Opening and closing of the building
Monetary controls (registers, deposits, pre payments, cash safe, etc)
Professionally and fairly address and/or resolve guest and employee concerns/complaints
Oversee the retail director in ordering, receiving, retailing, and billing of retail merchandise
Oversee the Trip Coordinator in opening trips, handing large groups, etc
Organize and promote weekly meetings/retraining sessions with sales reps
Open, review, and disseminate incoming mail
Oversee Front Porch Café operations and staff
Reservation system maintenance and upkeep
Assure pricing, quotas, availability, and trip offerings are current.
Issue seasonal and nightly campsites
Prepare, maintain, and distribute check in packets, leases, and payments
Prepare and serve hot chocolate for returning guests on cold days/nights
Develop procedures to improve processes
Assure that all incoming phone calls are answered promptly (by the second ring) and pleasantly, and that all staff exhibits proper phone etiquette.
Assure that all guests calling in are followed up with if they do not make a reservation at that time
Assure that waivers are entered into the reservation system on the same day, when possible, and that all accounts are paid in full and reflect so in the reservation system.
To facilitate and/or participate in the cleaning, stocking and effective retailing of all office related environments including the retail area, check in cabins, all bathrooms, guest changing rooms, pavilion area, soda and ice cream machines, stock rooms, rental room, office break room/kitchen, conference room, café, etc.
Demonstrate a working knowledge of all computer programs used such as Microsoft outlook, access, word, and reservation system as well other electronic devices such as the registers and video/radio systems
To advocate and participate in recycling and to take out recycling and trash daily.
To assist Sales and Service Director, Marketing Director, General Manager and/or any other company manager with daily tasks
Stay current with industry trends through training and conferences.
Other duties as assigned
Due to the nature of the industry you are required to work on weekends and holidays.
Time off must be requested and submitted in writing at least 2 weeks in advance, and will not approved if staffing levels are of concern.
Supervisor and scheduling : Sales and Service Director
Description prepared by: Matt Knott 1/23/02, revised 2/20/04, revised by Amanda Mullins 3/24/11 and 3/21/13, revised by Alexis Knott 1/20/16
Obligations:
As one of the lead employees at River Riders, it is essential that you are always setting the best example for the other staff members by being punctual, honest, and fair, as well as exemplifying other honorable qualities which have recognized you for this position. Items that often don?t seem like that big of an issue can become a big deal over time.
Be on time, excessive tardiness will result in disciplinary action or termination.
Dress appropriately in River Riders Staff attire and maintain a clean, professional appearance.
No personal phone calls should be made or accepted unless in it an emergency or approved by your direct manager
Cell phones must be off while on the clock, this means absolutely no texting!
Do not allow friends or other staff members to ?hang around? the office or other working areas.
This includes keeping the guides/drivers out of the office unless they are purchasing something.
No one is permitted to loiter at the counter or in the upstairs office. It looks bad to our guests and results in loss of productivity.
Always be courteous, helpful, and patient with guests; this includes proper phone etiquette
Be a positive role model for all other employees
Do not get involved in gossip or the ?rumor mill?
Do not discuss past or present staff in a negative light in the presence of subordinates.
Have and share your positive attitude.
Strive for the TEAM mentality.
Address issues that arise among office staff quickly and fairly.
Maintain professional relationships with staff.
Personal relationships with subordinates and co workers will hinder your ability to manage effectively.
Always speak directly with your supervisor if you have questions or concerns about anything involving your role in the company or our guests.
Do not make references to guests, or negative opinions of the industry, or River Riders on social media sites such as Facebook, Twitter, etc
By signing below you agree to the following statement:
?I have read, I understand, and have received a copy of the Sales and Service Director Assistant job description ?
Signature: Date: ________________
Printed Name:
Job Type: Full-time
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