Section 1.3.8 – Job Description – Team Leader/Sr. Mgmt. Admin Support

Reports to

Director of Operations

Job Summary

The primary duties and responsibilities of the Team Leader is to manage the day to day operations of the floor and create and foster a work environment that is collaborative where ideas are shared and departments work together to achieve organizational goals. Effective communication is a critical component of this role. Information must be communicated regularly, consistently and clearly with all team members. It is the Team Leaders responsibility to develop their team by working with each team member to expand their knowledge and skills. One way this is accomplished is through conducting monthly coaching sessions to discuss, set and follow up on goals. From time to time Team Leaders will be called upon to deal with conflicts as it arises.

Teams Leaders are a close advocate for the company and Director of Operations and support all company initiatives.

In addition to managing a team of Vacation Coordinators this Team Leader is also responsible for supporting the Director of Operations with coordinating and delivering administrative tasks.

Core Competencies

  • Job Knowledge
  • Collaboration
  • Conflict Management
  • Leadership – results driven – negotiation
  • Communication
  • Decision Making
  • Planning and Organizing
  • Cognitive ability to cover any role

Overall Team Leader Responsibilities

  • Obtain Director of Operations sign off for all company outgoing funds (i.e. compensation, restitution, rebooking cancelled reservations, dining plans)
  • Lead, inspire, motivate and promote team member growth
  • Provide senior management information regarding gaps in the business
  • Attend weekly meetings with the Director of Operations
    • Provide updates on individual goals and assignments
    • Provide updates on team goals and assignments
    • Debrief on flow of business, policy updates, suggestions
  • Keep the Director of Operations up-to-date on all time sensitive and major issues
  • Be willing and capable to cover any role as required
  • Facilitate a daily meeting (speech) for all staff at the beginning of each shift
  • Set point of contact for the weekend shifts
  • Create a daily plan to identify who is on what task for their shift
  • Ensure all team members adhere to safety protocols and company policies
  • Support team with system tasks, monitor to ensure they are completed properly
    • Provide support to team that is struggling with tasking’s
    • Request facilitator provide extra training as needed
    • Support team with time management;
  • Manage guest and owners expectations, complaints and challenging situations
  • Escalate guest and owner issues to the Director of Operations as required
  • Escalate team member concerns to Human Resources or the Director of Operations
  • Set a positive tone in the office environment with an openness to learn
    • Listen to team members and control the narrative
    • Flatten rumours or deescalate tension between staff
    • Address concerns brought forward by team members

 

Team & Personal Development

  • Develop individual team members and their goals
    • Write individual goals that support company goals
    • Work with team members to write individual improvement goals
    • Establish timeline for each goal and date to achieve by
    • Ensure cascade of information from the Director of Operations
  • Coach team members
    • Meet with team members monthly to review their goal progress
    • Review timelines to ensure team members are on track to achieve their goals in the time allotted.
    • Brainstorm idea’s and support changes to staff in achieving them
    • Write and facilitate annual reviews for each team members
    • Deliver progressive discipline
    • Deliver crucial conversations to team members

 

  • Personal Development
    • Attend leadership workshops and provide new ideas for company growth
    • Attend professional individual coaching sessions
    • Attend quarterly coaching session with the Director of Operations
    • Attend group alignment sessions

 

Senior Management Administrative Support Responsibilities

  • Provide a daily “To Do” list with tasks prioritized for the Director of Operations
  • Support and organize daily functions with the Director of Operations
  • Liaison between team members and upper management for Admin system issues
  • Authorized to make purchases on behalf of the company with the approval of the Director of Operations
  • Organizes office functions
  • Concierge for special member cases
  • Oversees specialized tasking completed by a SVC
  • Provides meeting minutes
  • Key management contact for the social committee

Qualifications & Skills

Qualifications

  • Ability to work various shifts including nights, weekends, and holidays
  • Available to work overtime as required
  • Available and able to travel as required
  • Manual dexterity required to use desktop computer and peripherals
  • Requires general computer skills and must be proficient in the use of MS Office, email, have the ability to source information from the internet and internal databases and learn new software programs
  • Must have a valid passport
  • Complete all mandatory training (i.e. WHMIS, Health & Safety)
  • Maintain TICO certification
  • Maintain Disney of College of Knowledge certification
  • Completed all required VC task training
  • Completed all required SVC task training
  • Proficient ability to use MS Office specifically Word & PowerPoint
  • Must have completed a Research Trip
  • Must have 6 months’ work experience with DVCR
  • Must have worked in the role of a Senior Vacation Coordinator for at least 3 months
  • Must be available on the weekends to respond to inquiries from SSVC
  • Must have one year work experience at DVCR

Skills

  • Effective communication skills with co-workers, owners and guests with the ability to effectively manage challenging customer related issues
  • Demonstrates patience when working with others and the ability to effectively work independently
  • Demonstrated ability to make decisions and know when to escalate a situation to the next level
  • Strong organizational skills with the ability to multi task and demonstrate excellent attention to detail
  • Performs well under pressure and promotes a positive attitude and supportive team environment
  • Demonstrates strong customer service skills. Is knowledgeable, courteous and patient with owners and guests.
  • Researches information on the internet to enhance their customer service experience
  • Demonstrates strong skills and abilities as a Vacation Coordinator
  • Skilled at dealing with and managing conflict
  • Completes preliminary research before seeking support from a TL
  • Demonstrates strong skills and abilities as a Senior Vacation Coordinator
  • Requires advanced computer skills and must be proficient in the use of MS Office
  • Ability to effectively communicate to a large group and facilitate training to a group or an individual
  • Demonstrates ability to make logical advanced business decisions and know when to escalate a situation to Director of Operations
  • Ability to have crucial conversations and participate in disciplinary actions
  • Demonstrate strong leadership skills
  • Motivate team regularity by daily communication, coaching sessions and goal setting
  • Accurately and regularity document critical business, employee and career development information
  • Ability to successful develop and implement various forms of effective training programs and activities