Front Desk Specialist Gatlinburg - 2nd shift

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The Front Desk Specialist will serve as the front-of-the-house liaison to facilitate an exceptional guest experience. This individual will serve as the primary point of contact for guests checking into the resort and the primary contact for all folio transactions and check-out processes. Additionally, the Specialist will run, review, and print reports to complete daily assignments. The Front Desk Specialist will support the Marketing Face-to-Face team during the check-in process by providing additional time and attention to owners or guests requiring more information or assisting with room assignment concerns. This individual is expected to assume a position of a technical and service expert in regard to business center and resort Wi-Fi access, to ensure great first and last impressions. Other responsibilities include folio posting, cash handling, key control, as well as assisting guests with various questions and concerns.

Weekends & Holidays Required

Open Availability Required

Primary Shift is 2:30PM - 11pm

COMPANY BENEFITS:

• Outstanding Company Culture
• Matching 401K
• Comprehensive Medical, Dental & Vision Benefits
• Growth & Developmental Opportunities
• EAP - Employee Assistance Program
• PTO - Paid Time Off
• Travel Benefits, Discounts & FREE Vacations through our ClubGo Program
• Tuition Reimbursement & Continuing Education Courses

ESSENTIAL DUTIES AND TASKS

• Facilitates the overall guest experience from check-in through check-out; handles complex technical tasks including room changes, inventory moves, and folio adjustments as necessary; creates and issues keys while ensuring the safety and security of all owners and guests.
• Communicates with Housekeeping, Maintenance, and Custodian as appropriate to expedite the cleaning of units, repairs, and other requests.
• Ensures that each interaction exceeds the expectations of our owners and guests. Answer all guest inquiries. If unable to respond as an expert, will identify the appropriate resort personnel to assist.
• Clarifies needs and reacts accordingly, recognizing and initiating solutions to owner/guest concerns with a sense of urgency and to their satisfaction.
• Maintains and is responsible for a house cash bank, performs end-of-day reporting of receipts, and cashes owner/guest checks; calculates visit costs, verifies customers' credit, and establishes how the customer will pay for the accommodation. Sell items from the marketplace to include alcohol.

QUALIFICATIONS

• Must be at least 18 years old.
• A commitment to providing outstanding customer service
• Knowledge of Microsoft Office Suite
• Able to acquire a clear understanding of the TimeshareWare application
• Basic knowledge of office equipment is required to perform the job
• Ability to establish and maintain effective working relationships with co-workers and leaders
• Strong problem-solving skills
• Capable of seeing a task through to completion
• Strong organizational skills
• Excellent verbal and written communication skills
• Fluent in the English language
• Demonstrates a professional business appearance and upbeat, pleasant personality

EDUCATION and/or EXPERIENCE

• High School Diploma or GED
• Must have a m
• inimum of one year of Customer Service experience, preferably in a resort/hotel
• Bilingual a plus

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.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.