Front Desk Agent

Job Description

The Wilderness Club at Big Cedar is excited to offer the opportunity to join the elite team of Hilton Grand Vacations. This resort is one of a kind and host to 445 units from Presidential lodge suites, to cozy comfortable cabins on the amazing Table Rock Lake. We are building a team centered on excellence and providing exceptional vacations for our guests and owners. Our resort offers numerous opportunities for growth and development within every facet of the hospitality industry. This resort is the perfect place to come join a group of professionals who care not just about their product and service but each other. We look forward to having you on the winning team.

The Front Desk Clerk is responsible for providing exceptional guest service by greeting guests, processing check-ins and check-outs, answering and directing phone calls, and assisting with guest inquiries and requests. The ideal candidate has strong customer service skills, experience operating a multi-line phone system, and the ability to effectively multitask in a fast-paced resort environment while maintaining professionalism and attention to detail. Must be available to work flexible schedules, including weekends and holidays.


What will I be doing:

• Greet and welcome guests in a courteous and professional manner.
• Process guest check-ins and check-outs accurately and efficiently.
• Answer, screen, and direct incoming phone calls using a multi-line telephone system.
• Serve as a phone operator by transferring calls, taking messages, and providing information to guests and internal departments.
• Handle guest requests, complaints, and service recovery situations promptly and professionally.
• Assist guests with reservations, room assignments, resort information, and local area recommendations.
• Maintain accurate guest records and process payments, refunds, and billing adjustments.
• Coordinate with housekeeping, maintenance, security, and other departments to ensure guest satisfaction.
• Respond to emails and other guest communications in a timely manner.
• Monitor lobby and front desk operations to ensure a welcoming environment.
• Follow company policies, procedures, and cash-handling standards.
• Perform additional duties as assigned.

Work schedule: 1:30pm-10pm (Can be flexible)

What are we looking for:

• High school diploma or equivalent.
• Minimum of 1 year of customer service experience in hospitality, hotel, resort, or related service industry.
• Experience operating a multi-line telephone system or working as a phone operator/receptionist.
• Strong verbal and written communication skills.
• Excellent guest service and interpersonal skills.
• Phone etiquette and call management
• Ability to multitask effectively while maintaining accuracy and professionalism.
• Basic computer skills and proficiency with Microsoft Office applications.
• Ability to work flexible schedules, including weekends and holidays

Preferred, but not required

• Previous resort, hotel, or hospitality front desk experience.
• Experience with property management systems (PMS) such as TSW, AS400, HotSOS, Kipsu or similar systems.
• Cash handling and point-of-sale (POS) experience.

Extraordinary People, Exceptional Benefits on Day One

Benefits start on your first day of work with no waiting period!

Hilton Grand Vacations is committed to putting people first. That's why our benefits plan starts when you do. But that's just the beginning of the exceptional opportunities we offer to extraordinary people who join our U.S. team.

Eligibility: All U.S. regular full-time and part-time Team Members are eligible for a wide range of benefits. Team Members represented by a labor organization or subject to a collective bargaining agreement may have benefits that differ from other non-represented employees.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Responsibilities

What will I be doing:

• Greet and welcome guests in a courteous and professional manner.
• Process guest check-ins and check-outs accurately and efficiently.
• Answer, screen, and direct incoming phone calls using a multi-line telephone system.
• Serve as a phone operator by transferring calls, taking messages, and providing information to guests and internal departments.
• Handle guest requests, complaints, and service recovery situations promptly and professionally.
• Assist guests with reservations, room assignments, resort information, and local area recommendations.
• Maintain accurate guest records and process payments, refunds, and billing adjustments.
• Coordinate with housekeeping, maintenance, security, and other departments to ensure guest satisfaction.
• Respond to emails and other guest communications in a timely manner.
• Monitor lobby and front desk operations to ensure a welcoming environment.
• Follow company policies, procedures, and cash-handling standards.
• Perform additional duties as assigned.

Work schedule: 1:30pm-10pm (Can be flexible)

Qualifications

What are we looking for:

• High school diploma or equivalent.
• Minimum of 1 year of customer service experience in hospitality, hotel, resort, or related service industry.
• Experience operating a multi-line telephone system or working as a phone operator/receptionist.
• Strong verbal and written communication skills.
• Excellent guest service and interpersonal skills.
• Phone etiquette and call management
• Ability to multitask effectively while maintaining accuracy and professionalism.
• Basic computer skills and proficiency with Microsoft Office applications.
• Ability to work flexible schedules, including weekends and holidays

Preferred, but not required

• Previous resort, hotel, or hospitality front desk experience.
• Experience with property management systems (PMS) such as TSW, AS400, HotSOS, Kipsu or similar systems.
• Cash handling and point-of-sale (POS) experience.

About Us

What makes Hilton Grand Vacations unique?

There's nothing more rewarding than creating lifelong memories, for yourself and for others. And that's what you'll do with us. Through our inclusive culture of belonging, we value and celebrate the uniqueness of every individual who makes us who we are and is part of our amazing global community of more than 14,000 Team Members. They are the talented and brilliant people who deliver memorable experiences for our Members and Guests every single day through their commitment and passion for who we are and what we do. As an award-winning workplace, we pride ourselves on the positive impact we make in our industry and in the communities where we live and work. And we're dedicated to recognizing, rewarding and supporting every achievement, however big or small. It's all part of making incredible memories, together.

Find your path in a career that really matters, where you'll truly belong. Join our growing, innovation-driven team today.

About the Team

Be the heart of exceptional guest experiences by joining our resort operations teams. In each of our roles, from administration to recreation, you'll be making people's day every day. Whether you're creating a beautiful atmosphere at our properties and resorts, or delivering a warm and friendly spirit that ensures each interaction with our Club Members and guests is a special one-your role on our resort operations Team will be essential in making lifetime memories for our guests.