Front Desk Specialist

Holiday Inn Club Vacations•New Orleans, LA

About The Position

The Front Desk Specialist serves as the front-of-the-house liaison responsible for facilitating an exceptional guest experience. This role is the primary point of contact for guests during check-in, folio transactions, and checkout, and runs, reviews, and prints reports to complete daily assignments. The Specialist supports the Marketing face-to-face team during check-in by giving additional time and attention to owners or guests who need information or help with room assignments. The role also provides technical and service support for the business center and resort Wi-Fi, while handling folio posting, cash, key control, and guest questions and concerns. The work environment is an office environment. Shifts may vary from 6:00 a.m. to 11:59 p.m.; weekends and holidays are required.

Requirements

High school diploma or GED equivalent, 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 the Microsoft Office Suite.
Ability to acquire a clear understanding of timeshare applications.
Basic knowledge of hardware and peripheral devices.
Ability to establish and maintain effective working relationships with coworkers and leaders.
Strong problem-solving and organizational skills.
Ability to see tasks through to completion.
Excellent verbal and written communication skills and fluency in English.
Availability to work weekends and holidays.

Nice To Haves

Resort or hotel front-office experience.
Bilingual ability.

Responsibilities

Facilitate the guest experience from check-in through checkout.
Handle complex technical tasks, including room changes, inventory moves, and folio adjustments.
Create and issue keys while ensuring the safety and security of owners and guests.
Answer guest inquiries, identify appropriate resort personnel when needed, and address guest concerns with urgency and to their satisfaction.
Maintain and be responsible for a house bank, report receipts at the end of the day, and cash owner and guest checks.
Calculate visit costs, verify customers’ credit, and establish how customers will pay for their accommodations.
Communicate with Housekeeping as appropriate to expedite unit cleaning.
Run, review, and print reports to complete daily assignments.
Support the Marketing face-to-face team during check-in by assisting owners and guests with information and room assignment concerns.
Provide technical and service assistance regarding the business center and resort Wi-Fi access.
Perform other duties as assigned.