Front Desk Specialist (PM/Overnight)

Job Description

Job Description

The Front Desk Specialist will serve as the front-of-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.

COMPANY BENEFITS:

• Comprehensive Benefits: Medical, Dental, Vision & Prescription
• Other Elective Coverages: Pet Insurance, Short & Long Term Disability, AD&D, Hospital Indemnity, Critical Illness, Accident Injury, Life Insurance 
• HSA/FSA
• EAP - Employee Assistance Program (Free Mental Health, Financial & Legal Counseling)
• 401K with Company Match
• PTO
• Heavily Discounted Hospitality Stays & the Company Perks Website
• Tuition Assistance
• Company Appreciation Platforms & Innovation Contests
• Growth Opportunities & Stability
• Excellent Company Culture 

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. Calculates visit costs, verifies customers' credit, and establishes how the customer will pay for the accommodation
• Ensures that each interaction exceeds the expectations of our owners and guests. Is a visible resource to all partners and demonstrates a sense of urgency in responding to any requests for assistance. Answers all guest inquiries. If unable to respond as an expert, will identify the appropriate resort personnel to assist. Clarifies need and reacts accordingly. Recognizes and initiates solutions to any concerns to the owners’ and guests’ satisfaction
• Maintains and is responsible for a house bank, performs end-of-day reporting of receipts
• Communicates with housekeeping, as appropriate, to expedite the cleaning of the units for on-property guests
• Performs duties with minimal supervision. Is flexible to work outside the normal business hours when necessary to ensure smooth and successful completion of tasks. Willingly performs other duties as assigned by supervisor and/or management

QUALIFICATIONS:

• Ability to be self-directed with attention to detail and be skilled in conflict/problem resolution skills
• Must possess the ability to provide a high level of professional service consistently
• Ability to work as part of a team and individually
• Must have prior experience in a fast-paced and moderate to high-stress environment
• Must have strong written and verbal communication skills
• Prior working knowledge of Timeshare Ware Reservation System a plus
• Must be able to speak and understand English fluently
• Must be able to establish and foster positive relationships with owners, guests, and coworkers
• Prior experience in cash handling required
• Proficiency in Microsoft Word, Excel, and other required applications
• Strong work ethic, high energy level, and positive attitude

KNOWLEDGE, SKILLS AND ABILITIES:

• A commitment to providing outstanding customer services
• Knowledge of Microsoft Office Suite
• Able to acquire a clear understanding of timeshare ware applications
• Basic knowledge of hardware and peripheral devices 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

EDUCATION and/or EXPERIENCE

• High School Diploma or GED equivalent or an equivalent combination of training, education and experience
• Previous experience working in a Resort Front Office environment, including previous work in a customer service capacity, is preferred
• 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 about 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.