Front Desk Specialist

Job Description

Job Description

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 the position of technical and service expert in the business center and provide Wi-Fi access to ensure great first and last impressions.

COMPANY BENEFITS

• Excellent Company Culture
• Comprehensive Benefits: Medical, Dental, Vision & Prescription
• EAP - Employee Assistance Program
• 401K with Company Match
• EAP-Employee Assistance program
• Plenty of PTO
• Heavily Discounted Hospitality Stays & the Company Perks Website
• Tuition Assistance
• Growth Opportunities & Stability

Shifts: 2:30pm-11:00PM (2 consecutive days off). Must be able to work weekends and holidays.

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
• 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 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
• Communicates with Housekeeping, as appropriate, to expedite the cleaning of units
• Performs other duties as assigned

EDUCATION and/or EXPERIENCE

• High School Diploma or GED equivalent, or an equivalent combination of training, education, and experience
• Must have a minimum of one year of Customer Service experience, preferably in a resort/hotel Front Office environment
• Bilingual a plus

QUALIFICATIONS

• A commitment to providing outstanding customer service
• Knowledge of Microsoft Office Suite
• Able to acquire a clear understanding of timeshareware applications
• 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
• Must have open availability and be able to work weekends and holidays

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.