Tour Desk Receptionist

Division & Department: Festiva Development Group
Job Status: Full Time
Reports To: Project Director
FLSA Status: Non Exempt
Positions Supervised: None
The Tour Desk Receptionist is responsible for welcoming tours to the sales center, then qualifying and assigning them to a sales representative. This position is the first employee the guest comes into contact with when coming to a sales presentation. This position works very closely with the site Project Director, Marketing Manager, and our tour vendors.


The Tour Desk Receptionist:
Greets the guests, establishes rapport quickly and effectively, and checks ID and method of payment (e.g. credit card, debit card, checkbook).
Verifies that the guest is on the tour manifest or in SPI.
Has guests fill out guest registration form, then verifies that they are qualified to tour, based on the qualifications provided.
If a guest is not qualified, fills out the Not Qualified (NQ) form, explains to guest why they are not qualified, and has them sign the form.
Sends NQ forms to email address provided and to the vendor that provided the tour.
Records guest information on the Sales Planner (Guest Profile).
Enters guest information, market source and gift information into SPI and starts the tour in the system.
Prepares the sales line rotation using the report supplied by site Project Director.
Assigns tours to a sales representative, then provides the Director of Sales or Project Director with the sales planner.
Verifies tour count by comparing the SPI system to guest registration forms.
Must be able to defuse irate guests checking in for the sales presentation.


The Tour Desk Receptionist may also:
Be responsible for assuring coverage of day care, determined by sales center where employed.
Perform other duties as needed to ensure the smooth operation of the tour reception dept.


A high school diploma or GED is required.

This position requires at least two years of customer service experience.

Festiva's Core Competencies

Accountability: Ability to accept responsibility and account for his/her actions.

Adaptability: Ability to adapt to change in the workplace.

Customer oriented: Ability to take care of the customers' needs while following company procedures.

Enthusiastic: Ability to bring energy to the performance of a task.

Ethical: Ability to demonstrate conduct conforming to a set of values and accepted standards.

Honesty/Integrity: Ability to be truthful and be seen as credible in the workplace.

Interpersonal: Ability to get along well with a variety of personalities and individuals.

Responsible: Ability to be held accountable or answerable for one's conduct.

Safety awareness: Ability to identify and correct conditions that affect employee safety.

Tolerance: Ability to work successfully with a variety of people without making judgments.

Knowledge & Skills

Accuracy: Ability to perform work accurately and thoroughly.

Detail Oriented: Ability to pay attention to the minute details of a project or task.

Working Under Pressure: Ability to complete assigned tasks under stressful situations.

Oral Communication: Ability to communicate effectively with others using the spoken word

Reliability: The trait of being dependable and trustworthy.

Friendliness: Ability to exhibit a cheerful demeanor toward others.

Other Requirements
None at this time.


N (Not Applicable)Activity is not applicable to this occupation.
O (Occasionally)Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs/day)
F (Frequently)Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day)
C (Constantly)Occupation requires this activity more than 66% of the time (5.5+ hrs/day)
Add other physical requirements as applicable.
Physical DemandsLift/Carry
Handling / FingeringF
Reach OutwardF
Reach Above ShoulderO
Squat or KneelO
10 lbs. or lessO
11-20 lbs.O
21-50 lbs.N
51-100 lbsN
Over 100 lbsN
12 lbs or lessO
13-25 lbsO
26-40 lbsN
41-100 lbsN

The Tour Desk Receptionist works in an office/lobby setting that is comfortable and well ventilated. This position has to deal with frequent visual and noise distractions as well as interruptions. The environment can be fast paced and high pressure at times.


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