Front Desk Specialist

Holiday Inn Club Vacations•Galveston, TX

About The Position

The Front Desk Specialist serves as the front-of-the-house liaison and primary point of contact for guests checking into the resort, folio transactions, and check-out. The role supports an exceptional guest experience by helping owners and guests with check-in, room assignment concerns, questions, and requests, and by providing technical assistance with business center and resort Wi-Fi access. The Specialist also runs, reviews, and prints reports and handles folio posting, cash, and key control.

Requirements

High school diploma or GED, or an equivalent combination of training, education, and experience.
At least one year of customer service experience.
Commitment to providing outstanding customer service.
Knowledge of Microsoft Office Suite.
Ability to acquire a clear understanding of timeshareware applications.
Basic knowledge of office equipment required to perform the job.
Ability to establish and maintain effective working relationships with co-workers and leaders.
Strong organizational skills.
Excellent verbal and written communication skills.
Fluency in English.
Open availability and ability to work weekends and holidays.

Nice To Haves

Customer service experience in a resort or hotel front office environment.
Bilingual ability.

Responsibilities

Facilitate the guest experience from check-in through check-out, including room changes, inventory moves, and folio adjustments.
Create and issue keys while maintaining the safety and security of owners and guests.
Answer guest inquiries, clarify needs, and identify appropriate resort personnel when further assistance is needed.
Recognize and resolve owner and guest concerns promptly and to their satisfaction.
Maintain a house bank, report end-of-day receipts, and cash owner and guest checks.
Calculate visit costs, verify customer credit, and establish payment arrangements for accommodations.
Communicate with Housekeeping to expedite unit cleaning as appropriate.
Run, review, and print reports to complete daily assignments.
Support the Marketing Face to Face team during check-in by assisting owners or guests who need additional information or help with room assignments.
Provide technical and service assistance regarding business center and resort Wi-Fi access.
Perform other duties as assigned.