Resort Services Representative

Job Description

Job Description

At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring and creativity to help us become the most loved brand in family travel. We’re committed to growing our people, memberships, resorts and guest love. That’s why we need individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust and respect in those around you? Do you encourage success and build relationships? If so, we’re looking for you.

A Resort Services Representative will provide exceptional service and support within the Resort Services and PBX/Call Center areas while partnering with the Front Office department. This individual must be committed to delivering an outstanding guest experience as a subject matter expert, identifying opportunities to exceed owner and guest expectations. The Resort Services Representative will help create a positive first and lasting impression by coordinating, partnering, and supporting various departments throughout the guest stay to ensure a seamless vacation experience filled with a sense of fun and family.

ESSENTIAL DUTIES AND TASKS

• Facilitates the overall experience from answering calls in regards their check in & reservation, handling tasks such as but not limited to: inventory management, folio, collection of payments, issuing villa keys, collecting personal guests' information while ensuring safety and security.
• Initiating actions for all guests inquires (phone, email, survey, face to face interactions) or identify next steps through empowered decisions that maintain or exceed owners and guests expectations; getting the owner or guest(s) closer to a solution.
• Provide follow up calls/interactions with owners and guests confirming satisfaction with services provided while identifying opportunities to exceed expectations.
• Accurately collecting and reporting/data entry of all guests experiences through various software platforms used daily and as needed by various department leaders and executives.

EDUCATION and/or EXPERIENCE

• High School Diploma or GED equivalent or an equivalent combination of training, education and experience
• Previous experience working in a Front Office environment, Call Center or Customer Service environment preferred

QUALIFICATIONS

• Must have excellent customer service and communication skills
• Familiar with Microsoft, Excel and Outlook
• Bilingual a plus but not necessary
• Strong problem-solving skills
• Ability to make empowered decisions within department guidelines
• Ability to handle escalated challenges with limited hands-on support from a leader
• Supports in-house marketing
• Proactively maintains brand promise and guest experience
• Promotes and maintains a safe work environment
• Ability to engage with guests for long periods of time
• Ability to rotate within the areas of Guest Services, ready to perform
• Ability to receive constructive feedback
• Consistently providing service to external and internal guests that meet/exceed our values and culture

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.