Front Desk Specialist

Holiday Inn Club Vacations•Galveston, TX

5h•Onsite

About The Position

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.

Requirements

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
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

Nice To Haves

Bilingual a plus

Responsibilities

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